Our purpose is to positively impact people's lives every day in every home around the world! We work very hard to provide our consumers with high quality, exciting 5-star products that make life easier. We thrive on passion and innovation, and are looking for great people, with great ideas, who want to build the next big thing and develop while they do.

OVERVIEW:

Based in Needham, MA or Montreal, Quebec, reporting to the Vice-President of Global Consumer Experience, the Senior Director will be primarily responsible for developing and designing strategies that will drive extraordinary consumer experiences. They will be responsible for leading and building an unstoppable team to oversee the day-to-day operations including but not limited to the: learning, quality, and compliance of the contact center teams (delivered by our outsourced partners) for our consumer support.

The Senior Director Global Contact Center Operations will be responsible to engage the third party vendors to achieve breakthrough goals against KPIs and evaluating opportunities for overall improvement. They will develop and implement omni-channel service delivery strategies on time and within planned budget.

Here are some of the EXCITING things you'll get to do:

• Develop and implement consumer service excellence initiatives in collaboration with cross-functional teams to provide extraordinary experiences to consumers
• Build and lead the Global Consumer Excellence operations team to achieve company goals and objectives for First Contact Resolution and CSAT and other KPIs
• Manage $10M+ contact center budget to ensure spend is on track to plan
• Works on complex issues and relationships where analysis of situations or data requires in-depth evaluation of variable factors. Constructs and may pursue alternative paths towards a solution
• Identifying trends impacting the contact center agents performance and make recommendations to optimize
• Present to executive leadership team on initiatives, metrics and global service delivery performance
• Deeply understand the drivers of the business to adequately allocate resources to achieve goals
• Continuously gather feedback from contact center channels to ensure that we are delivering value
• Stay up to date with industry trends and best practices

ATTRIBUTES & SKILLS:

• Empathetic consumer mindset
• 7+ years of experience in leadership role related to client success or customer experience
• Proven track record of building and leading high-performing client success teams
• Low ego, high EQ, positive attitude, and strong work ethic
• Highly organized, exceptional attention to detail, and excellent follow-through
• Strong leadership and communication skills
• Excellent project management and problem-solving skills
• Self-starter who enjoys working in a high-growth environment and has a 'get-it-done' attitude
• Advanced proficiency with Microsoft Suite (Especially power point and excel)
• Ability to lead remote global teams
• Demonstrated ability to develop interpersonal professional relationships and interact with all levels of internal and external customers
• Minimum 7 years of leadership experience in consumer experience / contact center functions
• Ability to set aggressive, yet achievable, timelines and targets for cross functional teams
• Ability to hold cross functional team members accountable to deliver on commitments/expectations

OTHER REQUIREMENTS:

• Bachelor's degree in business administration, marketing, or related field; master's degree preferred
• Potential Travel Required (Domestic & International) - up to 20%
• Flexible work schedule to accommodate virtual meetings with other regions

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