Dir Customer Services Operations

JOB RESPONSIBILITIES

• Lead Customer Service Operations Teams and individual contributors
  o Lead and develop members of the Customer Service Operations Team. Coach, develop, delegate work, identify needs, prioritize work and ensure that you have a high performing team that produces timely results with a positive and supportive attitude.

• Conduct regularly scheduled 1:1 meetings and quarterly reviews with direct reports.

• Collaborate with other departments -sales, marketing, finance, IT, Legal, etc. - to ensure tools and systems are in place to support customer service org strategies, deliverables, and initiatives.

• Collaborate to ensure and support data integrity in multiple systems (Power BI, Salesforce dashboards)

• Develop and manage systems to improve customer service productivity
  o Aid in improvements of various tools and processes that support targeted efforts related to product quality, order management, and customer expectations.

• React to change productively and handle other essential duties & responsibilities as assigned.

• Support Starkey Employee Corporate and/or Department Guidelines.

• Support corporate health and safety objectives.

• Perform other duties/responsibilities as assigned.

JOB REQUIREMENTS:
Minimum Education, Certification and Experience Requirements

• Education (i.e., 4-year college degree, license, certification)

• Bachelor's Degree preferred or equivalent business experience

• Experience (i.e., years of work experience related to the job)

• Three years of manager experience or Starkey Experience

• 3-5 years of customer service and/or operations experience

KNOWLEDGE / TECHNICAL REQUIREMENTS:

• Advanced knowledge of software systems including Microsoft Office, Salesforce, and Oracle.

• Knowledge of and familiarity with reporting tools such as Power BI strongly preferred.

• Experience with contracts and agreements renewal, refresh, compliance, and bid processes strongly preferred.

COMPETENCIES, SKILLS, & ABILITES:

• Strong Leadership and communication skills

• Ability to organize teams and execute a strategic plan

• Strategic thinker w/ proven project management skills

• Excellent oral and written communication abilities; ability to function as a self-starter and without direct supervision

• Ability to influence and impact internal and external customers diplomatically

• Clear and timely communication

• Decisiveness

• Attention to detail

• Ability to review and understand financial data

Salary and Other Compensation:

The target pay range for this position is between$135,000 - $165,000 per year. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate.

This position is eligible for a bonus based upon performance results. There is no guarantee of payout.

Benefits:

The following benefits for this position, subject to applicable eligibility requirements, include medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, short-term disability insurance, long-term disability insurance, employee assistance program, hearing aid benefits, PTO, paid holidays annually, floater days annually, volunteer service day annually, paid paternity leave, and tuition reimbursement.

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