Title: Vice President, Customer Services
Department: Customer Services
Job Location:  Washington, DC (Hybrid)
Reports To: SVP, Operations
Supervisory Role: Yes
FLSA Status:  Exempt

Position Summary:

The Vice President of Customer Services will be responsible for overseeing all activities related to the company’s customer services department. The VP, Customer Services role manages and oversees all the day-to-day operations of four teams: Support Agents, Research & QA, Account Management & LODs, and Client Resolutions. Working closely with company leadership, other departments and reporting to the SVP of Operations, the VP of Customer Services responsibilities also include but not limited to providing top notch and best in class service to our customers, responding to issues, collaborating with internal and external partners, cultivating relationships that support the broader SoundExchange organization, and responding to inquiries via phone and email is essential.

Essential Functions:

• Recruit, train, mentor, and motivate a high-performing team focused on delivering exceptional customer support and service.
• Identify and achieve short- and long-term department OKRs and other goals.
• Set clear goals, provide regular feedback, and conduct performance evaluations to foster professional growth and excellence within the team.
• Establish and enforce customer service standards, processes, and best practices to ensure consistent service delivery.
• Identify customer pain points and opportunities to improve the overall customer experience.
• Develop and implement initiatives to streamline processes, increase customer self-service opportunities, and maximize customer satisfaction.
• Leverage customer data and analytics to identify trends, insights, and opportunities for improvement.
• Implement data and analytics measurements to drive performance and improvement across the team.
• Champion a customer-centric mindset throughout the organization by promoting a culture of empathy, accountability, and responsiveness.
• Collaborate with internal stakeholders such as Technology and Finance to ensure a seamless and consistent customer experience across all departments.
• Establish and maintain strong relationships with key customers and stakeholders.
• Act as business owner of product(s) and/or initiatives, serve as a subject matter expert and communicate key requirements and business needs to key stakeholders.
• Provide excellent written and verbal communication to escalated customers, key industry contacts, and internal stakeholders; ensure team is doing the same.
• Handle customer inquiries and concerns with clear and professional oral and written skills.

Required Knowledge, Skills, Abilities (KSAs):

• 15 years of progressive Customer Service Experience
• 10 years of experience managing and leading a Call Center/Customer Services team.
• Computer skills: Microsoft Office Products, Slack, Lucid Chart, Salesforce and/or CRM database experience
• Experience navigating very complex, high-visibility customer/client issues.
• Knowledge of music industry, including relationships, understanding of client needs, and key players is required.
• Excellent leadership, communication (written and verbal), conflict resolution and analytical skills.
• Detail-oriented, able to work independently and report progress under tight deadlines.
• Ability to multi-task and manage multiple high priority projects simultaneously.
• Experience leading, training and motivating a team and being responsible for its work product.
• Product Management or Business Ownership experience a plus.
• Proficiency working with large data sets a plus.

Required Education, Certifications/ Licenses, Related Experience:

• BA or BS degree or applicable experience

ADA Specifications:

• The person in this position may need to move about the corporate office(s) more than half the time.
• The person in this role must be able to position him/herself (ex: kneel, crawl, crouch down) to fulfill  the essential functions of the role less than half the time.
• The person in this position must be able to maneuver (lift, move, carry, slide, etc.) 10–25 lbs.
• This position operates machinery and/or equipment that requires the constant use of hands/fingers/wrists (ex: typing) all of the time.
• This position requires the ability to spend all of the time viewing computer monitors.

Travel Requirements:

• This position has less than 20% travel.