Head of Customer Service and Support

International Baccalaureate
Bethesda, MD
Dec 01, 2021
Dec 03, 2021
Full Time
The ideal candidate would be a visionary leader with sound knowledge of business management and a working knowledge of information security technologies.The position must provide leadership, direction and the necessary tools required to support all things related to customer service. The position holder will leverage one's capabilities and the knowledge and experience of the business of education to create an enabled customer-focused group that possesses an overall sense of value and importance that lends to the success of IB schools and students customer service experience. Job Duties: * Management of departmental staff and direct reports overseeing a customer service function of 27 staff members throughout three global contact center locations through continuous and regular communication of expectations, goals, and consistency amongst staff members. * Create a professional atmosphere of mutual support among employees in order to maintain the highest levels of organizational flexibility. This includes the training of employees and managers so that quality service is emphasized and delivered. * Monitor customer service productivity/utilization and quality assurance in accordance with established policy to assure adherence, as well as completeness in all customer transactions. * Evaluate and establish customer focused metrics that align and motivate our customer service representatives while ensuring we focus on improving service to our stakeholders. * Work with stakeholder groups to establish performance levels and expectations. Establish capability to monitor performance and identify areas of improvement both in the development of the representatives as well as driving service improvements to avoid contacts all together. * Use knowledge and analytics from resolved contacts to inform organizational service providers of improvement areas and current hurdles for customers. Help drive product roadmap to continuously improve our customers' experiences. * Identify process breakdown points and work with cross-functional teams to inform of the issues and work on solutions. * Establish appropriate contact priorities to set and meet stakeholder expectations. * Review current case classification structure and establish appropriate contact taxonomy. * Prepares and delivers monthly customer service operational summaries and reviews. Job Requirements: * Bachelor's degree in Business Administration or equivalent experience * 15+ years related Customer Service Operations experience with superior knowledge of call center operations and technologies * 15+ years building a scalable global customer support organization that achieves outstanding customer service within budget * 10+ years in leading the Customer Service Operations of an education focused organization serving schools, students and parents and higher education * 10+ years of strategic and customer focus experience with a clear understanding of the wider issues impacting the education service provider market * Proven relationship management capability at a senior, strategic level with established track record of exceeding targets, KPI's and SLA's * Demonstrated experience of influential relationships skills at all organizational levels and able to use these relationships to deliver service improvements * Experience successfully working in complex non-profit organization would be beneficial * 10+ years' experience with Salesforce & Service Cloud (customer relationship management) software * 10+ years of continuous improvement and change management experience * 5+ years' experience in an Agile development environment * Evidence of well-developed leadership skills * The IB is an equal opportunity employer. It provides employment opportunities to employees and applicants for employment without regard to race, color, religion, sex, pregnancy, ethnicity, national origin, age, physical or mental disability, marital status, sexual orientation, gender identity, genetic status, or status in any group protected by federal, state, or local laws.* "This job is offered on local terms and conditions and is at will."