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Senior Director
Customer Experience
Posted on 6/14/2022
INACTIVE
Locations
Remote • United States
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Customer Service
Management
Marketing
SQL
Requirements
  • 12 years of operational experience
  • At least 6 years of experience managing CX teams
  • Ideally managed and scaled a large, diverse, and distributed support team comprised of at least several hundreds of in-house and BPO (business process outsourcing) agents, managers, and ops staff
  • Ideally worked in a consumer tech business with an excellent public reputation for customer service, especially one with multi-sided marketplace/stakeholder dynamics
  • Presided over a complex, modern customer support stack, with best-in-class software and numerous contact channels (email, phone, chat, chatbot, SMS, social), workflows, and support tiers
  • In addition to having great empathy and soft skills for relating to your customers and team members, you're also highly data-literate, proactively inquisitive, and skilled in your own right in analysis and the use of related tools (spreadsheets, BI reporting tools, maybe even SQL)
  • Experience setting and exceeding goals and scoring high on key CX metrics covering customer satisfaction (CSAT, CES), service level (response times, etc), and agent productivity
  • Been accountable for a departmental budget of $1M (or more) per month
  • Superbly clear and persuasive communication skills. You listen well and understand partner needs, and in both written and verbal communication you are excellent at being concise, getting to first principles, using data to support your story, and explaining even the most arcane CX topics in easily accessible, layperson-friendly terms
Responsibilities
  • Set goals and strategy for the whole customer support organization, and work with your team to execute and own team performance and project outcomes
  • Manage multiple support verticals: Marketplace (B2C) buyer & seller support, Enterprise client (B2B) support, and Enterprise fan (B2B2C) support
  • Deeply understand the CX team's resource plans, budgets, and cost structures, and - in partnership with the FP&A team - optimize accordingly in order to scale efficiently and have a predictable impact on the company P&L
  • Oversee critical CX operations including QA, training, help center & knowledge base content, self-service, tools & software, workforce management, scheduling, reporting, and performance management
  • Partner with senior Product and Engineering resources within SeatGeek to (a) solve major recurring customer issues, (b) improve the availability and effectiveness of self-service interfaces, and (c) make issues faster & easier for agents to handle
  • Manage up and out to key internal stakeholders like our Presidents of Consumer and Enterprise business, our CEO and CFO, and senior peer stakeholders in departments like Marketing, Inventory, and Enterprise Program & Account Management
  • Periodically interface with and present to external client stakeholders like Presidents and operators of professional sports teams and leagues
SeatGeek

201-500 employees

Mobile focused ticket platform
Company mission
SeetGeek's mission is to enable rightsholders to reach more fans, and as a result, sell more tickets to new audiences by putting inventory into the hands of other companies. The company is building an online marketplace for entertainment.
Benefits
  • Health insurance coverage
  • paid time off
  • Matching 401k program
  • Parental leave
  • Monthly ticket-purchase stipend for live events
  • Paid for subscriptions to services like One Medical, Ginger.io and Headspace
  • Team events
  • Flexible work environment - work remote or in the office as you please
  • Home office stipend
Company Values
  • Interfaces matter
  • Consumer advocate
  • Detail obsessed
  • Aligned DIY
  • Bold yet humble
  • Value time