Full-Time
Director – Operational Logistics
Posted on 3/7/2023
World's largest domain registrar
Senior, Expert
United States
- Bachelor's degree in Computer Science, Statistics, Finance, General Business, Accounting, or related field or equivalent years of experience; Master's degree preferred
- 10+ years in contact center operations of similar scale, including experience with contact center tools, metrics, and reporting systems such as Cisco Unified Intelligence Center, Avaya, Genesys, Nice Workforce Management (IEX), Nice Webstation, etc.; expert level experience with Aspect/Alvaria required
- 5+ years leading a Workforce Management, real-time adherence, or command center type function; experience leading scheduling functions required
- Experience developing strategy and priorities, as well as developing the team, driving role clarity, up-level skills, and building community and team culture
- Strong experience in contact center operations, including but not limited to experience with standard contact center metrics, reporting, and tools to ensure efficient performance on contact channels and agent groups, including outsourced partners
- Strong process improvement and process design skills that drive repeatable outcomes, transparency, and collaboration
- Ability to collaborate to develop and complete customer experience strategy across multiple products and businesses; ability to lead change cross-functionally
- Ability to prioritize own results and the results of their team against organizational priorities and strategies
- Strong communication and collaboration skills, including the ability to communicate and collaborate equally well with senior leaders, business process outsourcing partners, and cross-functional teams
- Proficiency with Microsoft Office (including advanced statistical and worksheet functions), business intelligence applications, and databases required
- Manage a team of command center analysts responsible for monitoring contact center queues, customer wait times, service level performance, and operational trends (contact volume, handle times, contact containment, guide idle time, etc.), including partnering with Operations teams to balance intra-day performance across multiple queues, departments, and channels
- Develop vision and structure for the Command Center to drive specialization and alignment to the businesses supported and providing clear scope, roles, and accountability
- Develop standard operating procedures and playbooks, collaborate with EMEA/APAC command center to drive consistency and scalability of process and speed of response
- Manage intra-day coverage and scheduling of guides including schedule creation, optimization, shift bids, adjustments, time-off allotments, and off-phone activities
- Manage intra-month performance including short-term forecast adjustments and intra-day and intra-week operational performance projections, including service level projections, the average speed of answer, and abandon rates
- Manage levers and responses during periods of high wait times following predefined playbooks and approved actions, including putting up the customer facing messaging and communicating effects to leaders
- Manage all holiday planning, closures, and hours of operation changes, as well as all guide skilling, audits, and skilling recommendations
- Partner with Operations leadership to provide operational insights, understand customer experience objectives, make recommendations on strategy, and to optimize the performance of the business
- Partner with Forecasting & Planning on headcount planning and scenario modeling and sizing of potential business changes
- Drive innovation, and continuously assess, redesign, and optimize the process to ensure they are repeatable, balanced, and scalable
- Hire, develop, and maintain a strong team of analysts with a focus on the continued development and up-leveling of skills
- Basic data mining capabilities using SQL & Tableau report creation and modification preferred
GoDaddy's mission is to empower entrepreneurs everywhere, making opportunity more inclusive for all. They do this by democratizing access to basic IT tools.
Company Stage
IPO
Total Funding
$1.3B
Headquarters
Tempe, Arizona
Founded
1997
6 month growth
↑ 0%1 year growth
↑ 2%2 year growth
↑ 4%Benefits
401k with generous employer match, pre-tax / Roth options
Shares of GDDY stock through grants
Employee Stock Purchase Program
Professional development & tuition support
Subsidized meals
Employer-paid trip reduction expenses
Tax-advantaged accounts (FSA, HSA)
Medical, dental, vision, disability, the works
Liberal time away to rest & recharge
Family-friendly options like day care subsidy, paid parental leave, adoption assistance and fertility coverage
Employee Assistance Plan
Benefits fairs, flu shots, wellness perks
Tax-advantaged accounts (FSA, HSA)
Company-wide celebrations and events: TechFest, Town Halls, picnics, holiday parties
Team kudos and peer recognition programs
Empower by GoDaddy matches charitable grants and offers volunteer opportunities
Team-building and professional development