Head of Global Customer Service

Boston, MA 02111

Posted: 09/14/2018 Employment Type: Direct Hire Specialty: Office Services Job Number: 82036

Our client, a large company in the tourist industry, is seeking a Head of Global Customer Service to join their Boston based team. In this role, you will be responsible for the design, execution, and continuous improvement of a global, multichannel enabled customer service strategy to ensure that customers receive world class customer service. This role reports to the VP of Operations. The company also has offices in the U.K., and this position requires occasional travel overseas to work with this team. The ideal candidate is a passionate leader who loves customers and has proven experience driving a strategic global transformation in a customer service organization.

*This position is for the Boston location and does not offer relocation

  • Generous paid time off
  • Health and dental insurance
  • Life and disability insurance
  • 401(k) plan
  • FSA
  • Ability to work remotely
  • Base pay plus bonus

Responsibilities for the Head of Global Customer Service:
  • Design, lead, and implement a global transformation initiative for two independent teams customer service teams
  • Create and develop strategy to provide 24/7 support with multi-lingual service
  • Lead the customer service team, creating and executing a cohesive program strategy with tangible goals, performance, and quality metrics
  • Create and manage best practices and methodologies for successful customer service engagements throughout the customer lifecycle
  • Collaborate with sales and operations teams to align strategy and execution so that the customer experience is consistent and optimal across all customer-facing activities
  • Work cross-functionally and cross-culturally to achieve company goals, objectives and benchmarks for customer satisfaction
  • Analyze existing data to help identify roadblocks, develop a vision and KPIs/metrics/ROI relative to any customer service investment made in our organization
  • Lead the team in annual and quarterly planning, keeping track of budget, and reporting on customer success initiatives’ performance, with a focus on ROI
  • Motivate and lead a team to implement the strategy to the highest quality standards

Requirements for the Head of Global Customer Service:
  • Bachelor's Degree
  • 10 years of dynamic experience in customer experience strategy
  • MBA or Master’ s Degree preferred
  • 5+ years in a Senior Management role (group leader/Director)
  • Proven experience of planning, organizing and managing a global customer service transformation project
  • Experience with customer services in the areas of vision, strategy, leadership, team work, communication, and spirit
  • Strong understanding of customer service processes, including training, quality assurance, workforce management, etc.
  • Experience in managing teams that work remotely (work from home)
  • Experience evaluating and/or working with an outsourced suppliers
  • Experience working with state of the art multichannel solutions
  • Flexibility with the ability to quickly adjust to new demands
  • Strong communication skills including; experience effectively communicating with senior leadership
  • Great mediation skills, ability to manage escalations and resolve conflicts
  • Strong prioritization and problem-solving skills, including issue tracking, triaging and crisis management
  • Innovative, passionate, self-propelled and results-driven leader with a "can do" attitude
  • Team-player: proven ability to work across functions such as Sales, Product Management, Operations, and Engineering
  • Must be eligible to work in the U.S. without sponsorship     

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