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Posted : Thursday, October 12, 2023 07:01 AM
Director of Customer Care
About Us
ZAGG Brands is a global leader in accessories and technologies that empower mobile lifestyles.
Our award-winning product portfolio includes screen protection, power management solutions, mobile keyboards, cases and personal audio.
What You’ll Do The Director of Customer Care oversees all aspects of end-user customer support, including customer satisfaction, warranty service, troubleshooting and support, and support of consumers order inquiries for direct-to-consumer sales via ZAGG.
com.
30% Strategic Projects and Continuous Improvement Achieve strategic alignment with executives; based on strategic statement and vision, seek out projects and partners Based on KPIs, demand/capacity planning, analysis of data, and feedback from operational managers, determine needs for continuous improvement projects Delegate and assign projects or work tasks as necessary within care team Report ongoing status of strategic projects and propose new projects to executives on a regular basis 20% Monitoring and Managing Contact Center Operations Ensure maintenance and improvement of ongoing care operations metrics and KPIs Provide coaching and leadership to contact center managers; assist in critical operational or personnel concerns Direct staff and management in process improvements, documentation, or other structural areas to ensure continuity of operational processes Manage staff and processes for functions which maintain alignment of care functions across the department, such as QA, training, and D2C support Perform root cause analysis on areas of concern 20% Cross-functional Efforts and Coordination to Improve Customer Journey and Satisfaction Identify and communicate issues with products and processes to other departments within the organization Ensure ongoing communications with other leaders, with an eye towards improvements in customer satisfaction and monitoring ongoing areas of concern Act as primary subject matter expert on changes in warranty rates, care volumes and contact drivers, and customer satisfaction ratings, to other areas of the business Coordinate executive escalations or issues escalated elsewhere in the organization 10% Forecasting, Demand and Capacity Planning, and Budgeting Develop forward-looking forecast of contact arrival trends, based on historic volumes and seasonality With assistance from departmental scheduling associate, determine staffing needs based on forecast and care operations metrics Review actual contact trends after the fact, and determine efficacy in use of resources Based on staffing forecast, systems needs, facilities, and other factors, develop annual budget, and manage/review actuals to budget throughout year Review/approve purchases, invoices, and expense reports within delegation of authority 10% Project Management of Key Projects Develop project plans; determine resource needs Ensure assigned staff complete deliverables within deadlines Review constraints to ensure daily operations and project deadlines are in held in balance Prioritize projects based on factors including contact drivers and budgetary requirements 10% Project Management of Key Projects Develop project plans; determine resource needs Ensure assigned staff complete deliverables within deadlines Review constraints to ensure daily operations and project deadlines are in held in balance Prioritize projects based on factors including contact drivers and budgetary requirements *10% Other Duties as Identified or Assigned What You’ll Need to be Successful Bachelor’s degree required Minimum five years experience in a management role in a customer service, technical support, warranty service, or support engineer department Proven ability to lead multiple teams within a customer care department, providing coaching, leadership, and guidance to management Ability to speak in public and communicate with teams of disparate job responsibilities, levels of education, technical expertise, etc.
Previous experience in a management or director-level role Experience managing departments and managerial-level staff required Acute familiarity of the operations of customer service, warranty service, and product technical support, ideally in a management capacity Excellent customer service skills Excellent communications skills, written and verbal A strong ability to present data and concepts to the executive and board level is essential Ability to conceptualize projects within department and across functions of the organization Ability to handle multiple tasks and conflicting priorities simultaneously Ability to communicate with staff of various levels of education and expertise Knowledge of project management and change management methodologies What You’ll Love About Zagg Catered lunches every Wednesday Generous PTO + 2 floating holidays 401k match Free phone case and screen protectors 50% discount on all Zagg products Free access to Top Golf and discounted rate on food Tuition reimbursement Zagg is an Equal Opportunity Employer.
We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.
All employment is decided on the basis of qualifications, merit, and business need.
Our award-winning product portfolio includes screen protection, power management solutions, mobile keyboards, cases and personal audio.
What You’ll Do The Director of Customer Care oversees all aspects of end-user customer support, including customer satisfaction, warranty service, troubleshooting and support, and support of consumers order inquiries for direct-to-consumer sales via ZAGG.
com.
30% Strategic Projects and Continuous Improvement Achieve strategic alignment with executives; based on strategic statement and vision, seek out projects and partners Based on KPIs, demand/capacity planning, analysis of data, and feedback from operational managers, determine needs for continuous improvement projects Delegate and assign projects or work tasks as necessary within care team Report ongoing status of strategic projects and propose new projects to executives on a regular basis 20% Monitoring and Managing Contact Center Operations Ensure maintenance and improvement of ongoing care operations metrics and KPIs Provide coaching and leadership to contact center managers; assist in critical operational or personnel concerns Direct staff and management in process improvements, documentation, or other structural areas to ensure continuity of operational processes Manage staff and processes for functions which maintain alignment of care functions across the department, such as QA, training, and D2C support Perform root cause analysis on areas of concern 20% Cross-functional Efforts and Coordination to Improve Customer Journey and Satisfaction Identify and communicate issues with products and processes to other departments within the organization Ensure ongoing communications with other leaders, with an eye towards improvements in customer satisfaction and monitoring ongoing areas of concern Act as primary subject matter expert on changes in warranty rates, care volumes and contact drivers, and customer satisfaction ratings, to other areas of the business Coordinate executive escalations or issues escalated elsewhere in the organization 10% Forecasting, Demand and Capacity Planning, and Budgeting Develop forward-looking forecast of contact arrival trends, based on historic volumes and seasonality With assistance from departmental scheduling associate, determine staffing needs based on forecast and care operations metrics Review actual contact trends after the fact, and determine efficacy in use of resources Based on staffing forecast, systems needs, facilities, and other factors, develop annual budget, and manage/review actuals to budget throughout year Review/approve purchases, invoices, and expense reports within delegation of authority 10% Project Management of Key Projects Develop project plans; determine resource needs Ensure assigned staff complete deliverables within deadlines Review constraints to ensure daily operations and project deadlines are in held in balance Prioritize projects based on factors including contact drivers and budgetary requirements 10% Project Management of Key Projects Develop project plans; determine resource needs Ensure assigned staff complete deliverables within deadlines Review constraints to ensure daily operations and project deadlines are in held in balance Prioritize projects based on factors including contact drivers and budgetary requirements *10% Other Duties as Identified or Assigned What You’ll Need to be Successful Bachelor’s degree required Minimum five years experience in a management role in a customer service, technical support, warranty service, or support engineer department Proven ability to lead multiple teams within a customer care department, providing coaching, leadership, and guidance to management Ability to speak in public and communicate with teams of disparate job responsibilities, levels of education, technical expertise, etc.
Previous experience in a management or director-level role Experience managing departments and managerial-level staff required Acute familiarity of the operations of customer service, warranty service, and product technical support, ideally in a management capacity Excellent customer service skills Excellent communications skills, written and verbal A strong ability to present data and concepts to the executive and board level is essential Ability to conceptualize projects within department and across functions of the organization Ability to handle multiple tasks and conflicting priorities simultaneously Ability to communicate with staff of various levels of education and expertise Knowledge of project management and change management methodologies What You’ll Love About Zagg Catered lunches every Wednesday Generous PTO + 2 floating holidays 401k match Free phone case and screen protectors 50% discount on all Zagg products Free access to Top Golf and discounted rate on food Tuition reimbursement Zagg is an Equal Opportunity Employer.
We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.
All employment is decided on the basis of qualifications, merit, and business need.
• Phone : NA
• Location : Kalamazoo, MI
• Post ID: 9023254123
