Made In · 3 days ago

Director, Service Operations

Austin, TX

Full-time

Onsite

Director

5+ years exp

Wonder how qualified you are to the job?

Maximize your interview chances

Consumer Goods

Insider Connection @Made In

Discover valuable connections within the company who might provide insights and potential referrals, giving your job application an inside edge.

Responsibilities

Develop the strategic roadmap for the customer service function in support of Made In’s strategic objectives

Develop and implement processes, workflows, systems and strategies, in order to balance customer satisfaction with departmental efficiency

Oversee service operations, including hiring, training, developing, and managing customer service agents (internal and external agent team)

Manage and scale our BPO relationship to ensure consistent customer experience and departmental efficiency

Own and optimize the KPIs for the service function, most specifically CSAT, first response time and cost efficiency metrics

Act as an advocate for the customer across the organization in order to create product and process improvements that reduce customer pain points (Voice of Customer)

Work cross-functionally with departmental leaders in order to achieve shared goals and ensure a consistent brand voice across our service interactions

Engage our customers in NPS or other means of generating feedback to inform on-going initiatives and priorities

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Service operationsSupply chain managementBusiness operationsTeam managementProject managementData analyticsAuthorized to work in the U.S.Problem-solvingHard-workingEffective communicationStrategic thinkingAdaptabilityOpen to feedbackMarketingSales