Vice President of Global Member Services Zipcar
THIS JOB HAS EXPIRED Overview:
Obsess about the member experience? is the first of our five core values. Zipcar is seeking an experienced Member Services professional to lead our fast-growing, dynamic, and global member services team and directly contribute to our member experience by delivering leading convenience, dependability, and service excellence. This operational role, reporting directly to the Senior Vice President, Operational Center of Excellence, will partner cross functionally and across markets and geographies to achieve standards and deliver operational excellence and efficiency throughout the member experience.
Successful candidates will have a minimum of 10 years of progressive management experience in the consumer sector, specifically in a customer service environment. Must have proven track record of delivering best in class customer satisfaction and retention throughout the customer experience.
Primary Duties & Responsibilities:
Develop & deliver great member experience
Motivate teams to deliver targeted service levels
Monitor direct and indirect member feedback and recommend strategies to resolve issues and improve trends. (Blogs, social network sites, emails, QA Surveys, letters, calls etc.)
Develop and coordinate relevant statistics for executive team analysis; ensure data is accurate, reliable, and secure.
Understand business drivers and champion investments to deliver leading member experience; build strategic relationships to achieve results.
Lead cross functional projects with IT, Fleet, Sales, Member Experience & Product, and/or marketing to improve operational efficiency and member experience.
Establish and improve policies and procedures for member incident escalation and disaster/security breach remediation; improve and implement aspects of member agreement including member viability review process.
Research member needs and recommend new service/support offerings for members, new promotional/benefits opportunities for members as appropriate
Build and support an engaged, high performing team
Manage engagement, development, retention, and high performance of the team through effective hiring, onboarding, development, and execution of standard performance-based models and processes for performance, assessments, certification, training, and promotions.
Ensure we hire the right people with the right skills at the right time by overseeing workforce planning, interviews, assessments, selection and assignment, and onboarding of new hires.
Maintain a high performing team through consistent day-to-day employee management policies (including but not limited to): coaching and development, performance and productivity management, adherence to company policies and procedures, and quality assurance. Communicate related information to senior management as appropriate.
Deliver Operational Excellence
Define excellence in Member Services and develops measuring and reporting systems for field, Home Office, and global markets.
Contribute to the continuing business success by successfully balancing and managing membership growth, retention, and risk. Develop strategies to test and leverage new technologies and service innovations to optimize global efficiencies.
Partner with our Information Technology team to develop and maintain processes to ensure business continuance.
Create and implement standard global operating procedures, structures, competence models, assessments, and certifications to deliver consistent performance results.
Continuously analyze operations and identify and implement opportunities for improved service levels and lower costs.
Key Functional Competencies:
Visionary Leadership with Global Perspective ? Provides vision and inspiration to peers and subordinates. Inspires respect and trust; mobilizes others to fulfill the vision; Demonstrates expert understanding of global organizational issues. Leads through influence within a matrix structure.
Strategic Agility ? Develops strategies to achieve organizational goals; understands organization's strengths & weaknesses; analyzes market and competition; identifies external threats and opportunities; adapts strategy to changing conditions.
Communication ? Speaks clearly and persuasively in positive or negative situations; actively listens and gets clarification, acknowledges others ideas; responds well to questions; demonstrates group presentation skills; actively participates in meetings, bringing ideas and sharing best practices.
Innovation ? Fosters a culture of innovation: is open to new ideas, encourages employees to experiment and consider seemingly unconventional ideas, supports others who take calculated risks, recognizes and rewards innovation.
Business Acumen ? Understands business implications of decisions; displays orientation to profitability; demonstrates knowledge of market and competition. Collects and researches data and synthesizes complex information; uses intuition and experience to complement data.
Bias for Action ? Adept at articulating conclusions from data, raising issues with insight into implications, and persuasive when presenting. Identifies and acts on both short and long-term goals in achieving results. Actively seeks to stretch performance targets.
Bachelor's degree; MBA preferred
Minimum 10 years? experience of progressive customer service and retention experience. Global experience in a subscription service industry a plus.
Previous experience developing and running a global Center of Excellence a Plus
||25 First Street |
Cambridge, MA 02141
THIS JOB HAS EXPIRED