Member Services Manager Zipcar
THIS JOB HAS EXPIRED Member Services Manager
Zipcar, the world?s largest car-sharing company, is looking to add new talent to our team.
Today, Zipcar provides hundreds of thousands of people with a viable alternative to traditional car ownership, saving them money, time and headaches. Around the world?from coast to coast, across Canada, the UK, and college campuses in between?people are making the decision to live car free and enjoying the convenience and environmental benefits of having ?wheels when you want them?.
As we continue to grow our operations, we are looking for talented, passionate people with great ideas to join the family. We aim to create an environment that is supportive, diverse, and as fun as our brand. If you?re results-oriented, dedicated, and ready to contribute to an unparalleled member experience for our community of Zipsters, we encourage you to apply.
To learn more about Zipcar, what we do, and how we do it, visit zipcar.com. For further employment opportunities, visit zipcar.com/about/jobs.
This role provides conditions for the team to successfully execute as the frontline interface to serve and retain our members. Lives the values of obsess about the member experience, be the best we can be, keep it simple and deliver results. This role reports directly to the Director of North America Member Services.
Responsibilities include but are not limited to the following:
Home Office Member Services Support ? work with Home Office and Field Managers to define excellence in Member Services (MS) for both field and Home Office.
Execute, and communicate measuring mechanisms for the direct Member Services reports in Home Office.
Work with global team to develop and implement standard initial training, on-going skills development, and certification for all levels of staff.
Work collaboratively with the field and Home Office to define best methods for cross-communication. Provide guidance, leadership and mentoring for the Home Office MS team.
Build a high performance work environment for Home Office Member Services teams that fosters accountability, creativity, and professional growth.
Directly manage a team of Home Office Member Services reports.
Operational Excellence- Create and define ground-level operations standards of procedures, based on Best Practices. Analyze Member Service issues/trends and recommend strategies for continuous improvement. Ongoing policy and email communication reviews. Directly manage MS reports and coach/mentor towards increased success while measuring results, communicating success metrics, and holding team accountable for results.
Communication/Project Management - Lead person for team MS communications. Manage specific projects which improve operational efficiency and member experience, including those with IT, Fleet, Sales, Member Experience and Product, and/or marketing components. Assist with operational components of inter-departmental projects
The successful candidate must have the following experience, skills, and education:
Bachelor degree preferred with 6+ years of experience in member service role or relevant operations experience required.
Deep knowledge of the Zipcar website, Zipcar policies, Zipcar Member Services Competence Models
Superior presentation skills to present numerical data effectively.
Analytical skills that enable the ability to read, interpret, present, and make decisions based upon data.
Problem solving to identify and resolve problems in a timely manner.
Relationship building amongst various functions company-wide.
Conflict Resolution skills to deescalate member-employee and employee-employee situations.
Knowledge of workforce planning to schedule appropriate hours of team as mapped against forecasted volumes of work.
Superior communication skills and ability to use the Zipcar voice for written and verbal communication.
As a member of the Zipcar Team you will receive:
Competitive Benefits Package
Discounts on services, products and much more
While we appreciate every applicant?s interest, only those under consideration will be contacted. We regret that phone calls will not be accepted. EOE
||25 First Street |
Cambridge, MA 02141
THIS JOB HAS EXPIRED