Your day-to-day:

• Accountable for the day-to-day operational performance of our onshore and offshore contact centers including the qualitative and quantitative metrics of the CS department
• Develop a team of Leads and Managers within Customer Service including over 50 onshore reps
• Drive the long-term planning and execution of Greenlight’s customer service operations 
• Lead the team in weekly and quarterly planning to define and prioritize department initiatives that outline how Greenlight can continuously improve its customer service operations
• Partner with leaders across Greenlight to provide operational insight on how customer service may impact (or be impacted) by new initiatives 
• Lead the discovery of customer service process opportunities and work with stakeholders to drive improvements Greenlight’s customers
• Oversee the planning, execution and relationship management of our BPO providers
• Ensure effective corrective actions are taken in response to customer complaints or otherwise identified quality problems

What you’ll bring to the team:

• Minimum of 10 years of experience in customer support call center strategy and operations; you’ve demonstrated an ability to develop, implement, and deliver a first class customer experience in a dynamic and high growth business
• You set a high bar for you and your team and you are relentless at delivering the highest impact to the business
• You possess strong judgment and decision making ability. You know how to make the right decisions for your department and the broader business
• A strong track record of developing high-performing teams with a high degree of self-ownership and accountability. You’re able to be a force multiplier and deliver strong results across your team. 
• A strong track record of being a full-stack problem solver. You can clearly define, prioritize, analyze and execute on solving problems with minimal oversight. You know when to dig into the details, when to call for help and when to call it at 80%. 
• You’re an analytical thinker with an EQ to match your ability to solve problems; you’re just as capable of building quantitative models as you are at leading teams
• Exceptional written and verbal communication skills that will allow you to drive collaboration across all areas of the business 
• Has a strong understanding of key CX operational metrics and how they intertwine. Knows how to balance these metrics and how they can be influenced
• A strong understanding of industry trends and how new Customer Service technologies can improve Greenlight’s customer experience
• Nice to haves: Experience with Zendesk, NICE and WFM software
Not sure this one’s for you? Don’t count yourself out. Show us what you’ve got and we’ll reach out if there’s a great fit.

Work perks at Greenlight:

• Medical, dental, vision, and HSA match 
• Paid life insurance, AD&D, and disability benefits 
• Traditional 401k with company match and Roth IRA
• Unlimited PTO 
• Paid company holidays and pop-up bonus holidays 
• Wellness & professional development stipends
• Mental health resources  
• 1:1 financial planners
• Fertility healthcare
• 100% paid parental and caregiving leave, plus cleaning service and meals during your leave
• Flexible WFH, both remote and in-office opportunities
• Fully stocked kitchen, catered lunches, and occasional in-office happy hours
• Employee resource groups