Full Time Job

Director, Global Customer Care Strategy & Operations


Englewood, CO 10-22-2020
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  • Paid
  • Full Time
  • Executive (10+ years) Experience
Job Description

Summary of Position:

We are looking for a multi-talented leader with deep customer care and digital experiences to help STARZ evolve our customer care organization internally and externally, globally. The ideal candidate will be obsessive about setting and achieving targets, fostering a strong team environment across agents, and thinking strategically and analytically about how the next step-wise shift in performance will be made. The Global Care Strategy and Operations Lead will be expected to connect the dots across business targets, user flows and experiences, tools/infrastructure, and operational capabilities.

The successful candidate will be expected to set and executing on a customer service strategy across STARZ direct-to-consumer markets globally, manage external tier 1 vendors, lead an internal team, serve as the voice of the customer to executives across the business, work with product and engineering to proactively solve customer issues, build out and expand self-serve and other digital channels, turn care into a revenue-generating channel, and establish the analytical infrastructure to derive insights from customer care.

Essential Duties and Responsibilities:
• Lead care efforts, building out and executing on a global roadmap rooted in SLAs and KPIs

• Establish and evolve reporting on SLAs, KPIs, and other relevant insights; regularly present data to leadership

• Manage customer care vendors and SaaS tool relationships

• Evaluate existing systems and processes and implement redesigns to improve KPIs and efficiency

• Establish clear and measurable goals for the customer service teams; develop applicable metrics and track achievement of goals

• Oversee the deployment of technology and features that improve the customer experience, alleviate the burden on our agents, and facilitate efficient operations

• Act as a change agent, systematically driving continuous improvement and operational excellence

• Stay abreast of overall business targets, schedules, and activities

• Work closely with other functions to be the voice of the customer, providing insight and metrics on historic and anticipated challenges

• Lead other groups to address customer-impacting issues, armed with clear, data-driven business cases

• Follow emerging trends and best practices in customer service to identify continuous improvement and efficiency/productivity opportunities

• Create and manage process and training for encouraging retention in all customer communications

• Prepare forecasts of expenditures/costs, tickets, types of issues, escalations, budgets, etc.

• Manage the appropriate budgets and ensure staffing and tier 1 & 2 workforce planning adequately cover customer complaint/inquiry volume within SLAs

• Oversee the training and development of current/new hires to provide the level of service that exceed customer expectations

• Ensure full compliance with all regulations, compliance, and audit reports

Experience & Skills:
• A minimum of a Bachelor’s degree is preferred. Master’s or other advanced degree is preferred

• 10+ years of digital care, customer service, call center operations, and/or consulting experience

• 5+ years of experience in a management role preferred

• 5+ years of experience managing BPO/customer service/call-center vendors preferred

• Experience with subscription services, billing, and/or billing systems. Ideally in media/entertainment/telco/satellite/cable

• Experience presenting to senior leadership, partnering cross-functionally, and driving change

• Complete understanding of call center operations, vendor management, operating procedures, and performance metrics; strong knowledge of CRM, call center software tools, and cloud-based telephony

• Demonstrated leadership and ability to work independently with minimal direction

• Demonstrated ability to establish a positive working environment, coach and guide teams

• Demonstrated ability developing streamlined onboarding and training programs

• Established competency in creating and rolling out customer service processes, policies, and procedures

• Highly developed problem-solving skills and sound decision-making combined with analytical experience is required; ability to analyze data, identify issues, and implement process improvements

• Ability to prioritize and manage multiple priorities successfully; proven ability to manage improvement projects from concept to deployment

Nearest Major Market: Denver

Company Profile

Combining the STARZ premium global subscription platform with world-class motion picture and television studio operations, Lionsgate brings a unique and varied portfolio of entertainment to consumers around the world. Its film, television, subscription and location-based entertainment businesses are backed by a 17,000-title library and the largest collection of film and television franchises in the independent media space.