ClearCaptions, LLC · 1 day ago
Director of Captions Experience (100% Remote)
United States
Full-time
Remote
Mid, Senior Level, Lead/Staff, Director/Executive
$159K/yr - $193K/yr
8+ years exp
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Responsibilities
Establish and continuously monitor performance metrics (KPIs) for the captions service, ensuring alignment with business goals and customer expectations.
Lead efforts to improve the quality, speed, and accuracy of captions using data-driven approaches.
Collaborate with internal teams, including product development and operations, to ensure the smooth functioning and enhancement of the captions service.
Develop and manage a quality assurance system, incorporating robust feedback loops to ensure accuracy, consistency, and adherence to service standards for both automated and agent-assisted captioning services.
Serve as the primary liaison between partners that provide automated and agent-assisted captioning services, managing vendor performance evaluations, contract compliance, and collaborative initiatives.
Develop and maintain in-depth knowledge of the IPCTS industry, including current trends, regulatory requirements, and emerging technologies.
Represent the company on industry committees and participate in customer focus groups to gather insights for improving service delivery and staying ahead of industry changes.
Ensure that company offerings are aligned with IPCTS industry standards and best practices.
Stay current on advancements in AI/ML, particularly in natural language processing (NLP) and automated speech recognition (ASR) technologies.
Work with engineering and product teams to integrate AI-driven solutions that enhance the efficiency and quality of captions.
Test and implement new technologies and algorithms that improve captioning accuracy, latency, and overall service quality.
Collaborate with customer service teams to gather feedback on captioning services and identify areas for improvement.
Ensure that captions experience improvements align with customer needs and enhance overall satisfaction.
Develop strategies for engaging with customers and understanding their expectations for captioning services.
Partner with teams across the organization, including Product, Engineering, Customer Success, and Marketing, to ensure alignment of captions experience initiatives with broader company goals.
Lead cross-functional projects to enhance the overall captions service, leveraging insights from both customer feedback and technological advancements.
Provide guidance to internal teams on the implementation of new tools, models, and processes for captions delivery.
Collaborate with business partners and service providers to set clear standards for training, performance, and quality metrics that are aligned with organizational objectives.
Qualification
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Required
Bachelor’s degree in Communications, Technology, Business, or a related field.
8+ years of experience in customer experience management, product management, or operational roles in a related industry.
5 years minimum in a leadership position.
8+ years of experience in vendor management, including BPO or outsourced partners.
Strong understanding of AI/ML technologies, particularly natural language processing (NLP) and automated speech recognition (ASR).
Experience in the telecommunications or technology sector, preferably in a customer-facing service role.
Ability to manage cross-functional teams and lead projects focused on improving customer experiences.
Excellent communication, leadership, and problem-solving skills.
Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes.
Ability to work collaboratively with colleagues and staff to create a high-quality results-driven, team-oriented environment.
Demonstrated ability to use discretion, make sound decisions, and maintain confidentiality.
Willingness and ability to work flexible hours and travel (up to 10%); will include some overnight travel.
Proficient in MS Office, modern communication tools for virtual teams (i.e., MS Teams)
Company
ClearCaptions, LLC
ClearCaptions was founded in 2011 with a driving force to serve the hard-of-hearing community.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2024-03-25Acquired
Leadership Team
Robert Rae
President and CEO
Recent News
GlobeNewswire News Room
2024-03-25
SalesTech Star
2022-03-10
Company data provided by crunchbase
