• Formulates and executes a local customer service strategy in order to deliver on the global customer experience vision.
• Takes an active part in developing the local commercial strategy and contributes actively to the company's financial results.
• Maintains a dynamic and scalable customer service organization in which resources are managed effectively and efficiently.
• Cultivates customer relationships and listens to the voice of the customers and is able to develop solutions based on customer pain points and needs.
• Drives integrated transformation and support booster clients through end-to-end solutions offerings.
• Engages internal/external stakeholders to build smooth collaboration across different functions and teams.
• Inspires and motivates leaders and talents to perform and transform.
• Ensure best-in-class customer experience is delivered by all departments that own a customer touchpoint
• Build processes that ensure actions & work actively enhance customer experience through the implementation of systems or processes
• Training and coaching to build a team that delivers every time for the Laced community
• Working as an integral link between the Customer Service, Customer Experience and Operations team to ensure Customer Service metrics including Customer Satisfaction and Quality are met and expectations are exceeded

Skills: Customer Service Strategy Development, Commercial Strategy Contribution, Resource Management, Customer Relationship Management, Transformation Leadership, Cross-Functional Collaboration, Inspirational Leadership, Process Optimization

• Manage the day-to-day operations of a modern, fast-paced 50-seat call center
• Handle daily supervision and coaching of department managers, team leads and representatives.
• Hands-on involvement in all aspects of customer service, including daily handling of customer calls and emails.
• Develop managerial and leadership skills of team leads / representatives.
• Monitor, track and enforce departmental policies, procedures and goals.
• Review reports, perform regular internal audits and take appropriate action.
• Improve customer experience by proposing action plans and providing problem-solving resources.
• Manage and teach emotional intelligence driving behaviors to maintain a good work environment.
• Work with Scheduling Manager to determine staff hours and number of employees needed.
• Manage the end-to-end customer experience and interactions across all channels including chat, e-mail, phone escalations, executive contacts, social media posts, and back-office management
• Develops fiscal budget and long-range volume forecasting for customer service labor requirements, balancing budget and performance metrics

Skills: Call Center Management, Supervision and Coaching, Customer Service Handling, Leadership Development, Policy Enforcement, Reporting and Auditing, Customer Experience Improvement, Emotional Intelligence Training

• Contribute to the organization, execution and ongoing monitoring of the key department performance metrics
• Develop practices that take full advantage of the features and services offered by Zendesk or similar
• Lead the day-to-day delivery of exceptional omnichannel (chat, phone, email) customer service by the team of Customer Care Advisors (external customer-focused) and Associate Care Advisors (internal ops-focused)
• Use data/analytics to make better decisions, measure overall performance and track KPI’s
• Empower and Engage the Customer Care and Associate Care Teams
• Identify new tools and technologies to better serve the customer
• Use insights and analytics to identify companywide improvements and present these to key stakeholder peers and leaders
• Act as the Voice of the Customer across the organization
• Identify and provide feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities
• Work effectively with all peers and stakeholders to negotiate and influence customer improvements
• Continually develop improvements and embed successful change projects
• Drive quality and consistency

Skills: Performance Metrics Management, Zendesk Proficiency, Omnichannel Service Leadership, Data-Driven Decision Making, Team Empowerment, Technology Integration, Insight-Driven Improvement, Change Management

• Takes a strategic and operational leadership role responsible for the development, continuous improvement, and delivery of customer service.
• Responsible for setting a clear Customer Service mission that supports company objectives and deploying strategies focused on that mission.
• Lead and develop Customer Service management team to enhance performance by setting clear, accountable performance measures
• Proactively identify, plan, and execute new efficiency opportunities for customer service-based process improvements.
• Establishes goals and initiates special projects to continuously improve Customer Service effectiveness and the customer experience.
• Build trusting relationships with, and partner closely with existing Lucira teams across business segments in defining mid- and long-term strategy
• Drive key strategy projects and orchestrate workstreams across customer success
• Coordinate or own overall efforts, including project plans, business system recommendations, impact, and driving alignment
• Manages/implements budgetary goals and strategies, and measures and evaluates results.
• Completes special projects or assignments
• Responsibilities include interviewing, hiring, and training employees
• Planning, assigning, and directing work, appraising performance, rewarding and disciplining employees, addressing complaints and resolving problems.
• Oversees the relationship with the BPO team on a strategic level for expansion and coverage.

Skills: Strategic Leadership, Operational Improvement, Team Development, Project Management, Cross-Functional Collaboration, Budget Management, Employee Management, BPO Relationship Management

• Provides leadership to the client services and case management organizations, and counsel to the operations and commercial teams in implementing customer and growth objectives that appropriately reflect business goals.
• Owns and drives client retention and satisfaction and serves as the voice of the customer during the entire life cycle of the client journey.
• Managing client retention and customer satisfaction goals and metrics.
• Hires, trains, develops and manages a high-performance team focusing on new customer acquisition and retention of valued clients.
• Develop a metrics/customer/market-driven/team-focused culture in accordance with our overall company values and visions.
• Accountable for the management of all client queries, logistics, supply fulfillment and overall client satisfaction.
• Partners with leadership team members to identify opportunities for client support process improvements and design. 
• Facilitates successful implementation of new programs through the organization. 
• Fosters an organization of continuous process improvement.
• Works closely with the sales and business development team and leadership to help properly define client expectations and support methodologies to ensure overall organizational success.

Skills: Leadership, Client Retention, Customer Lifecycle Management, Data-Driven Decision Making, Process Improvement, Cross-Functional Collaboration, Query and Logistics Management, Market Insight

• Experience in particular in hiring and retaining early in a career exceptional and diverse talent
• Solid experience in operations, process definition and implementation.
• Experience in running a renewal and upsell business
• Creative Problem solving
• Excellent customer communication and presentation skills (ability to clearly articulate to different audiences and bring the message across in a concise, professional and compelling manner)
• Ability to effectively listen and truly understand the customer needs, even if they're not effectively articulated, and find sustainable solutions
• Ability to influence and persuade at all levels and gain a ‘Trusted Advisor’ status with key stakeholders
• Must be very well organized and able to work effectively in a nimble and fast-paced environment
• Effective problem solver, shows ownership and wants to see issues resolved
• Proven track record of attracting and retaining exceptional talent, with an eye for diversity
• Solid command of the English language (written and spoken) with each additional language

Qualifications: BA in Business Administration with 5 years of Experience

• Experience with managed people managers, individual contributors, and entire teams. 
• Be adept at providing performance feedback. 
• Outstanding project management skills, ability to work cross-functionally and outside the organization, and have a track record of achieving the results expected. 
• Be extremely detailed and process-oriented, balancing short-term and long-term needs
• Experience structuring high-level strategies while also being able to get your hands dirty and dig deeply into large data sets to extract actionable insights. 
• Know how to measure and monitor results to move key metrics in the right direction. 
• Ability to be adept at Excel, Google Sheets, and possibly BI tools such as Looker. 
• Experience with Salesforce and knowing SQL 
• Understand how CRM and related technology and tools work and can use that knowledge to identify new technology partners or development projects that can enhance our ability to serve the customer. 
• Understand how to put together a strong business case to invest in technology that will directly impact key metrics
• Ability to work well with others, including cross-functional partners. 

Qualifications: BS in Marketing with 8 years of Experience

• Experience managing, designing and building multi-channel customer-centered experiences e.g. email, online self-service, chats etc. from the ground up.
• Good working knowledge of applicable technologies, laws, regulations and industry practices.
• Proven management and/or relationship management experience at a senior, strategic level role.
• Experience as process improvement practitioner/leader in recognized process improvement business models, analyzing complex datasets while keeping big-picture strategic goals in mind.
• Proven track record of building high-performing teams and developing key talent.
• Experience leading and prioritizing large-scale projects.
• Proven ability to serve as a change agent/champion to drive organizational transformation in alignment with strategy and vision.
• Ability to align systems, programs, and people with the company strategy and culture.
• Demonstrated ability to navigate through ambiguity and provide a structured problem-solving approach to challenges.
• Experience streamlining processes and communication across remote teams.

Qualifications: BA in Communication Studies with 7 years of Experience

• Experience in customer service leadership role or relevant business experience
• Experience in a call center and/or distribution environment
• Executive-level communication skills with proficient PC skills including Microsoft Office
• Strong planning, organizational and time management skills, as well as strong problem-solving skills
• Able to multi-task with the ability to change direction quickly and often
• Experience in working at a senior/Director level in a customer-focused environment and influencing customer strategy
• Experience in leading Customer Service teams
• Experience working in a face-to-face customer contact and complaint-handling environment
• Experience in management information analysis and implementing improvements to systems and processes based on relevant data
• Strong analytical skills and applied knowledge of problem-solving and solutions.
• Experience working within a customer relationship management system (CRM), Interactive Voice Response (IVR) or similar systems.
• Proficient in MS Office, specifically Excel, Outlook, Word, and PowerPoint

Qualifications: BS in Management Information Systems with 8 years of Experience

• Experience in leading customer-facing organizations
• Experience in business-to-business activities delivering complex high technological solutions
• Strong empathy for customers and passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset
• Strong project management skills (forecasting, scheduling, workload management, pool of experts management & development)
• Excellent communication and presentation skills
• Outstanding analytical and data management skills using Microsoft Office Suite, Power BI and SAP systems
• Experience with AI / robotic process automation 
• Ability to communicate and influence all levels within the organization with a collaborative approach
• Experience in managing and developing a high-performing team
• Ability to identify and drive continuous improvement
• Understand the impact of decisions and influence End to End Supply Chain

Qualifications: BA in Human Resources with 10 years of Experience