Director, CX (Service Strategy, Systems & Technical Partners) (FabFitFun, Inc.; Los Angeles, CA):
Collaborate with cross-functional teams, including Operations, Merchandising, Product, Fulfillment, and Technology, to ensure seamless execution of service across business units (i.e.
future of box & retention working group).
Lead tech initiatives to scale the CX organization and operations to meet our customers’ growing needs (i.e.
automation to create efficiencies & cost savings, ticket deflection, introduce cutting edge technologies: Interactive Voice Response, self-help, triggered comms, simple tools for reps & Team Leads).
Oversee contact driver analytics to anticipate future business changes and challenges, and proactively develop and implement new or revised plans to help evolve our customer care experience.
Create, measure, and exceed service standards and key performance metrics for subscriber interactions (i.e.
performance management, workforce management & capacity planning).
Implement and innovate revenue, retention, loyalty driving programs for CX (i.e.
user (AB) testing, save & upsell performance, data-driven compensation tactics).
Supervises six (6) employees: one (1) Manager, CX; one (1) Technical Project Manager, CX; one (1) Sr.
Coordinator, CX; three (3) Coordinator, CX.
Minimum requirements : Bachelor’s degree or foreign equivalent degree in Business Management, Computer Science, or related field.
Four (4) years of technical experience working within a call center or similar environment.
Must have : demonstrated knowledge of project management software (Jira, Wrike, Asana, or ProPad) and proficiency in project management; knowledge and experience using support software (Zendesk or Talkdesk) across email, voice, and chat channels; demonstrated knowledge of call center operations, analytics, technologies, and internal business processes; experience with automation, bot systems, and integrations; experience working with international companies operating across multiple geographies; experience working with high growth companies and scaling support operations with the in-house team and external BPO partners; and knowledge and experience working with product teams building software.
Send resume to: Emily Forsyth, Human Resources, FabFitFun, Inc.
700 N.
San Vicente Blvd., 7th Floor
– Green Building, Los Angeles, CA 90069.