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Vice President, Global Customer Care
Hertz Global
Oklahoma City, OK, United States
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General Responsibilities
Responsible for leading the Global Customer Care Organization (Hertz, DTG, and 3rd Party Partners). Responsible for all aspects of Hertz Customer Care Sales and Service (teams and performance) - globally: revenue generation, people management, achieving service levels, quality, process development and improvement, technology, and business continuity.
Key Result Areas
• Define and deliver the Customer Care strategy to lead the organization (people, process, systems) for the future and across the globe.
• Develop strategies and execute on them to drive the overall performance of the customer care organization: customer satisfaction, employee satisfaction, customer service levels, staffing and operational KPIs, revenue generation.
• Oversee all customer care operations – our own as well as our third-party partners, including workforce management, employee development and performance and new programs management & business analytics.
• Build and lead highly effective agent teams, managers, supervisors, and site leadership.
• Manage 3rd party partner relations
• Establish and lead strategy for customer satisfaction (internal and external) NPS & PULSE
• Define and Lead social media strategy for Customer Care.
• Work with cross-functional leaders to define, develop and execute customer retention and development programs
• Partners with external customer and vendors identify technology and best practices for customer care
• Execute the roll out of international Customer Care locations – to include third party.
• Provide the “voice of the customer” to the rest organization.
• Strong use of metrics and dashboards to readily understand the business / employee.
• Lead and drive continuous improvement efforts (Transformation).
• Drive cultural change through Coaching / Mentoring / Leadership / Employee Development
• Drive collaboration to support business initiatives such as mergers and acquisitions; new business development, augmentation of resources; 3rd party relationships; technology upgrades / improvements; best in class operations and services.
• Establish business continuity plans to ensure seamless operations related to system outages and / or location outages (Disaster Recovery). Ensure build in level of redundancy to ensure customer service levels meet desired standards.
• Knowledge and experience with Change Management philosophies and methodologies (Lean, Six Sigma), that aid in supporting organizational and business change initiatives.
• Other duties as assigned
*LI-CR1
Mandatory Requirements
Educational and Skills Background:
• 10-15 years’ experience in managing operations (1000+ Agents) ideally in a high-volume environment.
• Ability to develop and align the Customer Care management team around a vision for the Customer Care organization.
• International / Global Experience
• Six Sigma Green Belt (Certified)
Preferred Education and Experience
• Graduate degree a plus.
• Black Belt Preferred
Knowledge:
• Passion for selling and passion for customer-centric business.
• Demonstrated thought leader around customer satisfaction, service & business support.
• Proven strategic skillset and process orientation.
• Proven analytical and P&L skills: Knowledge and experience managing leaders who manage business analytics, workforce management, schedule optimization and training in a multi-site and high volume environment.
• Unparalleled leadership and interpersonal skills – the ability to “connect” with staff and customers.
• Ability to think and perform both tactically and strategically.
• Analytical and data driven.
• Managed Worldwide / international teams
• Strong MS Excel and PowerPoint skills.
• High-energy disposition and have a keen ability to drive change in rapid developing organization, strategic and business abilities as well as process and operational leadership.
• Previous experience in fast-paced environment, with proven performance in a high volume call center environment. Ability to work on projects that range in size, complexity and duration.
• Project management experience
• Excellent Communications skills: Written, Verbal and through Presentation materials
• Highly self-motivated and directed with an attention to detail
• Six Sigma-LEAN-Project Management
Preferred Requirements
EEO/AA: Females/Minorities/Disabled/Vets