VP Customer Service Center

Role summary

Responsible for providing strategic direction and leadership for Customer Service Centers across the nation, region, or globe with the objective of providing best-in-class customer satisfaction and engagement, increased sales, and repeat business. Ensures employees are aligned with the company mission, vision and initiatives by providing ongoing communication regarding business initiatives, strategies, and on-going business/process updates. Ensures the establishment of best-in-class processes and procedures to maximize efficiency. Evaluates existing systems and processes and implements redesigns as needed to improve overall productivity and quality. Creates and selects Key Performance Indicators (KPIs) to measure and monitor performance, identify opportunities for improvement while recognizing and celebrating successful outcomes. Partners with the management team to align customer service department policies and systems with the company's objectives. Monitors programs and procedures to ensure on-time delivery and customer satisfaction. Sets employee procedures to meet the service standards and objectives of the company. Oversees quality of service and ensures employees are held accountable and expectations are consistently met and exceeded. Monitors trends and complaints and escalates any concerns regarding product quality or safety that could result in a recall. Typically requires degrees in Business, Marketing or related studies plus Sales and Marketing, or Operations experience in large complex organizations.

Job summary sourced from the Empsight benchmark job library.