Director, Customer Experience

Company: Cinch Home Services
Location: Boca Raton
Posted on: June 16, 2022

Job Description:

Summary of ResponsibilitiesPartners with the leadership team and stakeholders to provide strategic direction that ensures delivery of defined business outcomes for both improved retention and first call resolution, as well as, ensuring that compliance requirements and expectations are incorporated into vendor contracts to facilitate and maintain the ability to monitor and manage vendor performance.Provides tactical leadership and support on following up on scorecards where issues are identified to discuss strategic action plans to maximize NPS performance at the vendor and associate level.Drives, develops and facilitates effective relationships with Service Managers, Relationship Managers, Performance Managers, Contract Managers and Compliance Managers for assigned vendors to provide support necessary for on-going management and oversight of a particular vendor.Provides strategic direction and tactical leadership to staff members to ensure assigned call center vendors are properly educated on Cinch expectations throughout the lifecycle of the relationship.Grows and fosters the vendor management team to support, manage and develop relationships and activities that enhance the BP vendor relationships and performance.Enhances, revamps or designs Call Center Vendor Scorecards (quantitative and qualitative measures of performance against selected SLAs and metrics) to monitor and manage vendor performance based on a defined set of criteria.Design and encourages strategic solutions to create opportunities and address problems; challenge conventional thinking to find better ways to achieve results.Develops and enhances on-going Call Center Vendor Scorecard reporting and analysis to Relationship Managers and Performance Managers to facilitate their ability to adequately monitor, review and act on vendors' operational performance.Responsible for the execution of various vendor management programs, such as quarterly business reviews, annual vendor reviews, scorecards - as well as other performance management activities and reporting as required.Drives the execution of exit strategy and contingency plans for all vendors.Assesses, collaborates and engages in ongoing operational issues and partners with Business Leaders to provide overall health score for vendor.Partners with Business Leaders to ensure that contract renewals include SLAs are in alignment with the needs of the business.Facilitates regular business reviews with assigned vendors to discuss vendor performance reporting, SLAs, deliverables, compliance requirements, other contract expectations, relationship health and improvement plans (when necessary).Provides direct and support to Relationship Managers, Account Managers, Performance Managers and Compliance Managers for problem resolution with assigned vendors. Works closely with Business partners to diagnose call center vendor poor performance and assists to put in place "get well" plans. Facilitates the resolution of escalated vendor-related issues.Reports to VP, Contact Center Operations.Will have direct reports including but not limited to Vendor, Managers, Supervisor and Project Leads.Other duties, as assigned.Education/Qualifications:Bachelor's Degree or equivalent experience8+ years in people management with progressive experience in call center operations, supplier management and/or leading strategic teams or projects involving BPO services.6+ years of experience constructing, drafting, and negotiating BPO agreements such as complex statements of work, service level agreements, strategy, or category plansAdvanced understanding of BPO services and/or Contact Center operationsDemonstrated ability to successfully navigate through ambiguities/difficult obstacles using facts, alternatives identification, open-mindedness, thought-through strategy, and superior leadershipDemonstrated track record of success in a high demand, multi-tasking environment.Proficiency in the MS Office Suite (Excel, Word, Outlook, and Power Point)Prior experience in vendor strategy and contractingExperience working with Vendors and performing contract compliance oversightExperience in warranty industry is highly desirableAbility to analyze data to infer trends and support decision making processTravel up to 50% as required - domestic and international, passport is required.QualificationsEDUCATIONBachelors or betterEXPERIENCE6 years: 6+ years of experience constructing, drafting, and negotiating BPO agreements such as complex statements of work, service level agreements, strategy, or category plans8 years: 8+ years in people management with progressive experience in call center operations, supplier management and/or leading strategic teams or projects involving BPO services.Job SummaryRequisition Number: DIREC003205Job Category: OperationsSchedule: Full-Time

Keywords: Cinch Home Services, Boca Raton , Director, Customer Experience, Executive , Boca Raton, Florida