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Director Consumer Services Operations - North America
Fashion Industry Company
Portland, OR, United States
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Description
Company’s commitment to service is an obsession! Our relentless focus to serve our athletes drives us to create, innovate and inspire. When it comes to serving our athletes, “There Is No Finish Line!”
As Company's Director of North America Operations for Consumer Services, you'll be responsible for leading our Contact Center Teams and Service Professionals in the various aspects of service including back office operations, consumer escalations, social media, elevated service offerings, and in-house contact center support. This role will work with all groups within the North America Consumer Service Organization including the Global C.O.E (Center of Excellence) Team. In addition this role will have key interactions with various Company stakeholders within Company’s World Headquarters location.
Providing a premium experience to our consumers is critical and in this role you will be expected to ensure that this goal is being achieved. The ideal candidate will possess extensive customer service experience in the retail or contact center industry, a strong operational background, extensive project management skills and the ability to work within a dynamic and complex matrix organization structure.
Qualifications
Requirements for this position include:
• Bachelor’s Degree required
• Minimum of 10 years' directly related work experience in the customer/consumer services industry required
• 10 years of experience in senior level leadership operational roles preferably in Contact Center Operations or Retail Operations required
• Proven track record of developing and successfully implementing world class customer service programs in retail, contact center, or similar types of environments required
• Detail minded with strong organizational skills to prioritize multiple tasks and manage time (meetings, etc.) to ensure the needs of the business are met
• Capability of making sound business decisions and quickly understanding new information and situations
• Six Sigma, COPC or LEAN Process Certification is highly desired
• Demonstrated strong problem-solving skills, analytical skills and attention to detail
• Ability to communicate and present effectively within immediate department and with Senior Company Leadership
• Strong computer skills, including experience navigating the internet and using PC
• Advanced Microsoft Power Point or Apple Key Note a plus