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Sr. Director - C3 Productivity
GoDaddy
Gilbert, AZ, United States
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Description
Position at GoDaddy
GoDaddy's (NYSE: GDDY) mission is to radically shift the global economy toward life-fulfilling independent ventures—helping our customers kick ass by giving them the tools, insights and the people to transform their ideas and personal initiative into success. With more than 14 million customers worldwide and more than 62 million domain names under management, GoDaddy gives small business owners the tools to name their idea, build a beautiful online presence, attract customers and manage their business.
As the Senior Director of Productivity at GoDaddy, you will be responsible for the leadership, overall operations, and strategy of our Productivity department, driving 0365 and Workspace products across the company and in partnership with respective teams. You will work closely with the product and marketing leaders to optimize contact strategies, campaigns, product focus, and customer acquisition.
Responsibilities:
• Responsible for the oversight and execution of the day to day operations of our Productivity Business unit within Customer Care
• Lead a team of supervisors, managers, and 200+ Customer Consultants
• Successfully oversee and execute on the recruiting strategy in order to meet operational goals
• Partner closely with Technical, Corporate and C3 stakeholders on managing the customer lifecycles for our Productivity Suite within C3.
• Lead product roll out and implementation strategies related to the Productivity business unit within care and the foresight to mitigate business risks prior to the launch of programs
• Drive 0365 and Workspace products across the company through strong partnership with respective product and marketing teams
• Partner with stakeholder in building new and innovative marketable care and product solutions and demonstrate a forward-thinking and comprehensive approach to delivery of services/products
• Continuously bring feedback from Care to our product teams and marketers to better position ourselves within the market and differentiate ourselves based on our service delivery and execution
• Builds shared goals and responsibility to deliver key outcomes for Productivity business unit
• Oversight of a global C3 team changing the lives of over 14 million customers annually
• Partner to assist in campaign strategies and the adoption of innovative outbound service touch points through exceptional service and revenue that are both practical and scalable
• Form partnerships and relationships to and from Care Center Operations business units, product teams, marketing teams, and other internal partners
• Analysis and reporting of historical center, channel, team and agent level performance statistics to drive operational efficiencies
• Shape strong partnerships with Human Resources, Recruiting, and Training to coordinate the hiring and training of new employee resources
• Provide strategic guidance and direction to ensure Go Daddy’s Customer Care Center meets or exceeds all site productivity measurements. Provide evaluations to the VP of the Customer Care Center regarding services and operational efficiencies.
• Identify and develop talent at the manager and supervisor level. Provide feedback to direct reports that facilitate growth and development. Create a pipeline of talent for the future expansion of the Customer Care Center.
• Create an employee culture that exemplifies the Go Daddy brand for employees, customers, and GoDaddy.
• Demonstrate industry leading processes and use of technology to drive decision making
• Perform other duties and assignments as directed
• Ability to incorporate tools, systems, and resources to deliver maximum results for the organization while delivering an extraordinary experience for our customers
• Budget responsibility for Productivity P & L
Qualifications:
• Experience operating care centers within a global, multi-site, Omni-channel support and sales organization
• Experience within a blended agent sales and service model with P&L responsibility
• Demonstrated ability to deliver sustained business performance in a sales organization
• Proficient in MS Word, MS Excel, MS PowerPoint
• Strong mathematical, statistical, analytical, communication and organization skills
• Self‑motivated; excels in a minimal guidance, high profile position
• Proven ability to influence others that do not directly report to the Sr. Director
• Atypically organized
• Able to multi‑task and meet opposing demands
• Proven project management skills
• A strong sense of humor and the ability to not take oneself too seriously, work hard – play hard
• Four-year college degree or equivalent experience is required
• Three to five (3‑5) years of experience in an operations leadership role is preferred
Are you ready to GO with us?
When you GO with GoDaddy, you have the opportunity to make a substantial difference in the lives of our customers. Their success is our success!
GoDaddy is proud to be an Equal Opportunity Employer!