Director, Customer Care Experience Jawbone
THIS JOB HAS EXPIRED Job Summary:
At Jawbone, we believe Customer Service is an extension of the product, and should be as exquisitely designed as our award-winning products. Customer Service is our most important direct dialogue with users ? it?s a touchpoint that follows the customer from product awareness through use and re-purchase. Since this interaction may stem from a perceived failure, each customer contact is an opportunity to make things right and win a loyal brand advocate. The Customer Service team is charged with setting the tone of the brand in human terms that relate to each customers? particular situation, not over-arching business policy or marketing language.
? General Management: Business strategy, planning, budgeting, staffing; staff management and development.
? Vendor Management: Manage performance of multiple global call centers; RFP, selection, and ramp up of additional centers as needed.
? KPIs and Reporting: Oversee reporting, performance measurement, and continuous improvement of contact and return rates and reasons, CSAT, other operational metrics.
? Reverse logistics: Manage total number and cost of returns, including timely receipt and processing of failed units.
? Self-Service: Define a vision for self-service on jawbone.com and mobile. Build the requisite business case, define requirements, and oversee implementation of web and mobile support and self-service capabilities.
? Continuous Improvement: Define and manage execution of various strategies and projects to deliver best in class customer experiences (advanced agent training and enablement tools, policy improvements, improved root cause analysis and call handling recommendations, customer self-service, etc?)
10+ years of management experience
BA in Business, Communication, or related field
Excellent written and verbal communication skills
Ability to perform in a fast-paced and demanding work environment
Prior people management experience
For more than a decade, Jawbone has developed human-centered wearable technology and audio devices unparalleled in their technical innovation, ease-of-use and sophistication of design. A 2010 IDSA Design of the Decade winner, the company is the creator of the award-winning and best-selling Jawbone ERA and ICON Bluetooth headsets; NoiseAssassin technology, the world's first and only military-grade noise-eliminating technology; and the JAMBOX and BIG JAMBOX wireless speakers and speakerphones. Jawbone?s approach to lifestyle tracking is unique, with over 110 patents filed related to UP and its wearable technology manufacturing processes. Jawbone is privately held and headquartered in San Francisco.
Jawbone is an equal opportunity employer, offers an exciting opportunity for qualified career-motivated professionals. We provide competitive compensation, stock options and the chance to work with talented people in a winning, successful, and pleasant environment. We offer many premium benefits including 401(k), medical, dental, life insurance, Paid Time Off and much more.
||150 Executive Park Boulevard |
San Francisco, CA 94134
THIS JOB HAS EXPIRED