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Director of Client Service & Head of Austin Office
Fashion Industry Company
Austin, TX, United States
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About the Team
The Client Service Team at Company is committed to delivering an exceptional client experience that ensures our overall service offering is easy, helpful and personalized. We are building an elite team of relentlessly client-focused people who work diligently to quickly and creatively solve our client’s issues and questions.
About the Role
The Director of Client Service and Head of our Austin, TX office is a key leader who inspires, leads and helps set the tone for the client experience we deliver at Company. In this role, you will lead a large service team to deliver an amazing client experience through every client interaction. You will establish and communicate a vision for how we best serve our clients across multiple service channels and empower and enable your team to bring that vision to life. You will love this role because you'll inspire all levels from agent thru manager creating a client centric culture of trust, innovation, partnership, responsibility and fun. You will establish Client Service goals and success metrics that align with our overall business and client objectives. You will remove roadblocks for your leaders and teams and help unleash their talent and passion. In addition, you will be responsible for the Austin office – ensuring the culture is thriving, real estate and facilities needs are being met and partnering across the organization to ensure the office is connected to Company in the best way possible.
You're excited about this opportunity because you will...
Lead and inspire a large team of client centric service associates
• Lead in a way that is always connecting the team to the larger Company vision and client promise
• Role model our culture of client love, setting the example for all associates to follow
• Create an environment where exceptional, personalized client experience delivery thrives
• Work with managers to translate broader company goals into clear and understandable objectives for the team
• Proactively communicate within the broader Client Service department and with cross-functional partners to build strong relationships and ensure close collaboration
Oversee the management of Company’s Client Service operations
• Have full accountability for the Client Service teams in our Austin and San Francisco office including all aspects of culture, performance and morale
• Deliver prompt, friendly, and professional support via multiple channels; initially primarily through email with aptitude and experience to expand to other channels
• Ensure team is hired, staffed and trained to deliver the best service possible
• Establish a talent development capability on the team. Partner cross functionally to ensure the team has the leaders in place to meet future business needs
• Remove roadblocks team is facing thru partnership across the organization
Partner to develop Company’s longer term service vision
• Evolve Company’s service offering to meet the ever changing business needs
• Use data to drive improvement in key business metrics including client response time, client satisfaction, agent productivity, and overall contact rate
Serve as leader of the Austin office with operational accountability for the facility
• Partner with People & Culture and Real Estate and Facilities to ensure the Austin office can support our long term people and facilities needs
• Maintain local relationships with partners needed to support the operations
Establish Company as local employer and member of the community
• Develop and execute a community engagement strategy to connect Company to the local community
• Partner to ensure we are building the best talent pipeline possible supporting our Client Service needs.
We're excited about you because you...
• have a Bachelor’s degree or MBA
• have a minimum of 8-10 years experience leading large client centric organizations and leading managers
• are an amazing leader and motivator of people who has many examples of inspiring and challenging others to achieve great things
• are passionate about delighting our customers and delivering a client experience that wows
• can lead a remote office – both connecting us to the local community and our various company locations
• have extensive experience with multiple support channels including email, phone, and chat
• thrive and have experience in a “roll-up your sleeves and make-things-happen” environment
• are known for delivering creative and innovative solutions to business challenges
• build strong relationships and navigate through cross-functional discussions to successful outcomes
• have experience building great client focused organizations
• speak to large audiences inspirationally, authentically and with ease
• are a strong coach and communicator
• can work independently and are a truly collaborative partner
• can articulate your point of view as a leader and demonstrate your ability to think strategically and act tactically
You'll love working at Company because we...
• Are a successful, fast-growing company with a start-up work vibe
• Are a technologically and data-driven business
• Offer competitive salaries, equity and comprehensive health benefits
• Are at the forefront of tech and fashion, redefining shopping for the next generation
• Are passionate about our clients and live/breathe the client experience
• Get to be creative on a daily basis
• Are a smart and experienced leadership team that wants to do it right & is open to new ideas
• Believe in autonomy & taking initiative