Job Description
***While this position is remote, chosen candidate MUST reside in California/Arizona/Idaho/Washington/Utah/Nevada/Oregon***
Job Summary:
Reporting directly to the Chief Operating Officer, the Director, Customer Engagement is responsible for providing strategic leadership to teams responsible for end-to-end consumer experiences, from the start of the sales process through ongoing service interactions across all contact channels (phone, email, chat, etc). This position will lead contact center and adjacent teams including Inside Sales and Customer Support to deliver revenue and profit growth, high levels of customer satisfaction/retention, and service level achievement, while supporting the Company’s strategic initiatives.
The Director will be focused on building the teams’ capabilities and enhancing their processes and systems to strengthen and streamline operations. Managing a team of supervisors and direct reports, the Director will be responsible for ensuring that ACE consistently delivers an industry leading customer experience and achieves its annual B2C sales and retention goals. This role will work collaboratively and cross-functionally with other departments to help define the vision and roadmap for how ACE provides best-in-class inside sales and service support. This includes defining the processes, systems and team architecture required to optimize the customer experience and maximize costs, developing the team talent and business unit KPIs to track progression and implement continuous process improvements within the department to surprise and delight new or existing customers.
Required Skills
Required Qualifications:
- An individual who can enhance the inside Sales & Customer Experience teams with their knowledge, skills, innovation and “can do” attitude. Possesses ability to drive strategic change and not be afraid to roll up their sleeves to get work done.
- A participative and/or transformational leadership style and a self-driven work A self-starter who takes initiative and sees things through to completion.
- Passionate about delivering great customer experiences and having the ability to focus on transparency in tools, processes and infrastructure to make it happen.
- Superb troubleshooting skills that help take big problems and break them down into manageable pieces and elegant solutions.
- 5+ years of professional experience, ideally in Sales and Customer Experience Operations leadership delivering results in a consumer-facing role
- Excellent cross-functional project management skills
- Advanced experience with workforce management, Salesforce and contact center/chat software systems for optimization and capacity planning
- Strong team leadership and delegation skills, proven ability to manage a diverse workforce of direct reports, managers/supervisors operating across multiple locations in a remote-first working environment
- Excelled quantitative data analysis and critical thinking skills with the ability to make decisions based on insights and data
- Strong interpersonal skills, and excellent written and verbal communication skills in terms of being clear, concise, and professional with the ability to work effectively across teams, engaging and influencing senior executives
Preferred Qualifications:
- Familiarity with health and fitness industry; possession of an ACE Certification a plus
Required Experience
Responsibilities:
- Oversee the coordination of inside sales and customer support activities, meeting or exceeding critical KPIs for the department including sales and retention targets, contact center service levels and exam completion rates
- Develop and oversee the department goals, systems, strategies, policies and procedures to optimize the performance and success of all customer-facing teams; establish, negotiate or improve existing SLAs and KPIs for call center and adjacent teams to optimize growth, retention and customer experience
- Understand the Inside Sales funnel and implement/optimize processes to improve funnel performance and new customer acquisitions
- Partner with Operations, Marketing, OBT, Finance/Accounting, Product and other departments as needed to drive innovation, identifying the best ways to organize customer-facing and adjacent functions for efficiency and improved customer experience
- Lead training, coaching, engagement, retention, and recognition initiatives for teams to support organizational growth. Monitor staffing and forecasting for the department to determine appropriate resource allocation.
- Implement leadership training and performance goals to direct report managers and/or supervisors in order to improve managerial skills and professional goals
- Advocate as the Customer Experience champion, partnering with senior leadership to provide Voice of Customer (VoC) feedback to optimize and innovate the experience, which may include operations, technologies, content, projects, and strategy
- Develop and manage the budget for the Department; focus on controlling costs through the management of departmental spending and process efficiency improvements
- Enhance processes to monitor the day-to-day work on the team to ensure that all team members are delivering an industry leading customer experience in each and every interaction
- Partner with OBT, Marketing & Operations teams to identify the systems infrastructure (phone systems, CRM, scheduling, etc) needed to achieve long-term growth goals or opportunities to create efficiencies through automation to scale process optimization
- Address ad hoc issues impacting the customer experience with speed and urgency, working with internal teams to drive positive This includes prioritizing and escalating tech/product issues to Product and OBT teams to support a positive customer experience.
- Serves as a trusted partner to executive leadership through concise, clear and regular communication and/or reporting on Department KPIs, pain points and resource needs that will improve or optimize revenue growth and the customer experience
Rate of pay: $135k – $175k