Director of Operations, Customer Service

Boxy Charm - Dallas, Texas
October 17, 2020
Director of Operations, Customer Service
Boxy Charm
11 reviews
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Dallas, TX
Boxy Charm
11 reviews
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Boxy Charm was founded in 2013 and continues to be a leader in the beauty subscription box industry experiencing immense growth of more than 100% year over year. We work with some of the hottest brands including Butter London, Dr. Brandt, Elemis, GlamGlow, Smashbox, Tarte, Too Faced and many more.
Today, Boxy Charm has a community of more than 2.4 million followers across its social media platforms, 10 million monthly visitors online and is the #1 searched beauty box brand on YouTube. Inc magazine named it as one of the fastest growing companies in the nation. Boxy Charm is headquartered in South Florida and has an office in Toronto, Canada.
The Director of Operations, Customer Service will be responsible for creating processes to achieve the business goals and SLA's with regards to delivering an exceptional service experience. This includes a focus on cost management, efficiencies driven by self-service & automation, reporting & analytics, training & development, root cause analytics to identify improvements and establishing policies & procedures to drive organizational symphony.
This is a newly created position to support the growth of the business and partner with the Vice President of Customer Experience.
The position is based in South Florida. Relocation assistance will be offered to eligible candidates.
Here's some of what you'll be doing:
• Leverage data and technology to improve self-service and automation (technology enhancement and/or implementation)
• Develop retention programs to drive customer loyalty and retainment
• Develop strategies to increase the quality of service to customers
• Oversee and maintain CS operations including but not limited to: setting, tracking and reporting on KPI's, headcount planning, and work force management
• Negotiate and manage contracts/SOW's with vendors; ensuring they meet business requirements
Here's what you should bring to the table:
• 8+ years of experience within a multi-channel contact center with on-shore and off-shore experience at scale
• Ability to gather and analyze information to make recommendations that will improve service levels and improve the customer experience
• Start-up and rapid growth experience is a plus
• Strong strategic and customer focus with a clear understanding of wider issues that may impact customer journey
• Established track record of exceeding targets, KPI's, SLA's, while enhancing the customer experience
• Proven ability to build, manage and motivate a team
• Excellent communication skills
• Willing to be tactical yet strategic
• Ability to pivot with competing priorities and provide timely crisis management
• Willing to think outside the box and challenge the status quo, while also fairly evaluating all possible solutions when making strategic decisions
• Ability to travel to meet with partners or visit other offices internationally