Job details

Director, Customer Success - International Assisted Services

Overview

The Small Business and Self Employed (SBSEG) Customer Success organization manages over 400M digital customer interactions powered through AI/ML driven experiences and 13M+ assisted interactions through our virtual expert network of over 10k professional advisors delivering confidence with trusted expert advice.

This Director role will be focused on delivering unparalleled quality of service through managing our assisted experiences for Small Business customers in our non-US markets (UK, CAN, AU, ROW) as we continue to evolve from a transactional contact center operation to a data savvy tech led services-based organization that champions a culture where we are never satisfied losing a customer. We are no longer downstream operations but a key embedded feature of our current design and iteration of products. Your team will be accountable for managing the people system to deliver the offering including standard adherence management, expert performance diagnosis, quality of service monitoring through all end-to-end listening posts for Expert & Customer feedback. Looking for a highly seasoned accountable leader to manage E2E customer and expert interactions to ensure service levels are executed and delivering against goals. Monitors anomalies through the qualitative and quantitative analysis of contact drivers and key KPIs, solves gaps through service recovery outreach and other levers as needed

What you'll bring

A passion for delighting customers through innovative services experiences is the central theme of this role. We are looking for a customer obsessed proven leader with at least 5-10 years’ experience in a services-based industry or SaaS organization, with 5+ years in a leadership role influencing customer experience management in Customer Success, Product marketing or similar functions
Bias for action and data driven mindset are key towering strengths for this role
Displays hypothesis driven thinking and demonstrated experience increasing the velocity and quality of learning through Experimentation frameworks both in customer experiences and operations
Must exhibit strong people leadership… the ability to inspire an organization to deliver and champion awesome customer experiences...demonstrated success in building high performing teams including recruiting and retaining top talent and coaching leaders to higher levels of impact. Ability to lead across internal teams,
Experience leading consumer facing programs that focus on delivering measurable business outcomes and value. Understands the criticality of operational excellence
Demonstrated ability to effectively influence & partner with key internal stakeholder teams including cross functional peers in Product Management, Product Development, Marketing, Design and Data to ensure shared vision and the ability to prioritize and drive initiatives forward in a highly matrixed organization

How you will lead

This leader will partner with other critical functions like Product, PD, Design, Data and Marketing to ensure we are collectively designing segment specific digital and assisted services experiences that pays off our promise of complete confidence
This leader will be a champion for the customer and expert experience by working across internal and outsourced partners to deliver experiences that build relationships with our customers, resolve customer issues, attract and maintain experts, and create promoters out of both groups
Your passion and advocacy for the customer to be there at their acute points of need will help us think differently and change the trajectory of the impact our products can have at the moments of truth that matter most in our customers’ lives. Your focus will be to define what can be versus expanding or replicating what is already in play. If you have a passion for disruption and a track record of success developing and launching technology data driven solutions for consumers, we’d like to hear from you

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