SENIOR DIRECTOR OF GLOBAL CUSTOMER CARE AND TECHNICAL SERVICES Belkin Corporation
THIS JOB HAS EXPIRED What you?ll do
As a Senior Director of Global Customer Care and Technical Services, you will lead our Global Customer Care and Technical Support teams to consistently deliver industry leading Customer Satisfaction and Loyalty. Drive all initiatives and strategy to build next generation customer support programs to enhance all of our support capabilities and build World Class Customer Service.
Continuously improve Customer Satisfaction and NPS while meeting and exceeding Belkin business objectives by enabling and leading Customer Service department Managers to drive excellence in Training, Quality Assurance, Workforce Management, Analytics, New Product Integration, Outsourcing, Online Content and Self Help.
This role will be critically responsible for partnering with the Business and Regions to design and execute, with excellence, a scalable, progressive, cutting edge CS Strategy for New Product Integration and Globalization.
How you?ll do it
Proven performance in managing global customer service/technical support operations in a fast-paced, quality-focused call center centric environment
Proven experience managing large, numerous, global outsourcing partnerships
Experience negotiating, managing and maintaining multi-million dollar BPO contracts
Demonstrated leadership in succession planning, evaluating, coaching and developing highly performing managers and team members
Proven experience with process design, development and improvement
Proven ability to create and execute against short and long term strategies and plans
Experience defining and driving customer retention and satisfaction programs that directly impact CSAT, NPS and revenue
Proven management experience delivering an on-line support/Self Help web experience that is highly innovative, progressive and provides competitive differentiation.
Ability to execute support strategies for new products, product upgrades and our ongoing availability of cloud and app based services.
Pioneer opportunities to create new revenue generating support and service offerings in collaboration with executive management.
What you?ll need
Experience developing operations-related plans, budgets, policies and procedures to achieve the organization?s customer satisfaction and responsiveness objectives.
Ability to work with C / Executive level leadership in the organization to introduce, develop, plan and execute strategies in alignment and or support of organization and customer care strategies.
Perform other duties and projects as assigned.
What you?ve done
15+ years of leadership and senior management roles managing large, global customer care and technical support teams.
Minimum BA/BS degree in a technical or a related field, MBA a plus.
Demonstrated track record in implementation and maintenance of CRM and associated systems in support of customer care and technical support processes. Previous experience with ?Right Now? and ?Sales Force? CRM systems is a significant plus.
What you?re getting into
We?ve got big collaborative spaces for your big ideas, so bring an open mind and leave your suit in the closet. We all are committed to creating unique and rewarding consumer experiences. Everyone is interested in succeeding ? for the team, for themselves and for the business. Cross-functionally and across the company, everyone has common goals and aspires to be their best.
You will learn something new or at least look at things differently every day. There are so many smart and creative people around that you?ll be motivated to pursue the ideal.
Team spirit is infectious. Belkin is an extremely open workplace, where communication is essential. Not every idea will be accepted, but you?ll be asked for your point of view. Innovation thrives on multiple and varied levels. At Belkin we challenge conventional wisdom and refuse to accept that something cannot be done.
||Los Angeles, CA |
THIS JOB HAS EXPIRED