Vice President, Customer Care & Experience

K12 Inc.
Herndon, VA
Dec 14, 2018
Dec 19, 2018
Full Time
Manages a results-oriented Service team which is able to help achieve the company's goals in a cost-effective manner maximizing efficiencies inclusive of FCR at 90% and CSAT at 85% or greater; Partners with third party vendors to support multi-site call center activities defining strategic direction of support organization within K12; negotiate services and contracts with third party vendors for supporting call center activities ensures staffing scales in peak seasons and performance requirements are consistently met/exceeded. This will be achieved by driving critical determinations on vendor utilization based on location, inventory, and capacity; Identifies call drivers and acts as an advocate for the customer experience ensuring the organization is efficient using programs inclusive, yet not limited to, Walk2Class / Drop-In Sessions, CHAT service, proactive communications such as text messaging,, post approval provisional compliancy, re-enrollment and reclamation activities; Develops and maintains budget and monthly financials for Customer Experience Organizations (Customer Care & Technical Support, Reclamations organizations, Vendors and all in staff) setting monthly call volume forecast efficiently; Oversees & leads the management of key projects to improve service or support systems leading / participating in all UAT / Pilots as the face of our families; Oversees fulfillment of all student computers / hardware working with Finance / School Services to coordinate messaging to families and clear methods for tracking / reporting Works with Finance organization to develop strategical targeted Reclamations goals, defining Inbound & Outbound programs necessary to achieve them. Communicates computer asset reclamation information to vendors and key company stakeholders; Establishes customer service standards to build customer loyalty; Educates the Company on how to most effectively address and prevent student's technology issues; Oversees the timeliness and quality of work delivered by the team in corporate headquarters; Builds a culture that embraces transformation initiatives; Create a climate that is conducive to attracting, retaining, and motivating a diverse group of top-quality employees at all levels; Gains trust and confidence of company's stakeholders and demonstrates leadership values and integrity; Strong management, organization and analytical skills including ability to set and manage priorities judiciously Ability to set and monitor key staff performance metrics and provide meaningful feedback Strong commitment to customer-focused service delivery and support Excellent oral, written and interpersonal skills Keen attention to detail Ability to motivate in a team-oriented, collaborative environment Proficiency in Microsoft Office Outlook, Word, Excel, PowerPoint; Experience with electronic support ticketing systems Ability to travel 25% of the time Ability to pass background check requirements