5 Director of Customer Care Jobs in Kalamazoo, MI
Zagg Inc. is Hiring a Director of Customer Care Near Kalamazoo, MI
The Director of Customer Care oversees all aspects of end-user customer support, including customer satisfaction, warranty service, troubleshooting and support, and support of consumers order inquiries for direct-to-consumer sales via ZAGG.com.
- Achieve strategic alignment with executives; based on strategic statement and vision, seek out projects and partners
- Based on KPIs, demand/capacity planning, analysis of data, and feedback from operational managers, determine needs for continuous improvement projects
- Delegate and assign projects or work tasks as necessary within care team
- Report ongoing status of strategic projects and propose new projects to executives on a regular basis
- Ensure maintenance and improvement of ongoing care operations metrics and KPIs
- Provide coaching and leadership to contact center managers; assist in critical operational or personnel concerns
- Direct staff and management in process improvements, documentation, or other structural areas to ensure continuity of operational processes
- Manage staff and processes for functions which maintain alignment of care functions across the department, such as QA, training, and D2C support
- Perform root cause analysis on areas of concern
- Identify and communicate issues with products and processes to other departments within the organization
- Ensure ongoing communications with other leaders, with an eye towards improvements in customer satisfaction and monitoring ongoing areas of concern
- Act as primary subject matter expert on changes in warranty rates, care volumes and contact drivers, and customer satisfaction ratings, to other areas of the business
- Coordinate executive escalations or issues escalated elsewhere in the organization
- Develop forward-looking forecast of contact arrival trends, based on historic volumes and seasonality
- With assistance from departmental scheduling associate, determine staffing needs based on forecast and care operations metrics
- Review actual contact trends after the fact, and determine efficacy in use of resources
- Based on staffing forecast, systems needs, facilities, and other factors, develop annual budget, and manage/review actuals to budget throughout year
- Review/approve purchases, invoices, and expense reports within delegation of authority
- 10% Project Management of Key Projects
- Develop project plans; determine resource needs
- Ensure assigned staff complete deliverables within deadlines
- Review constraints to ensure daily operations and project deadlines are in held in balance
- Prioritize projects based on factors including contact drivers and budgetary requirements
- Develop project plans; determine resource needs
- Ensure assigned staff complete deliverables within deadlines
- Review constraints to ensure daily operations and project deadlines are in held in balance
- Prioritize projects based on factors including contact drivers and budgetary requirements
- 10% Other Duties as Identified or Assigned
- Bachelor’s degree required
- Minimum five years experience in a management role in a customer service, technical support, warranty service, or support engineer department
- Proven ability to lead multiple teams within a customer care department, providing coaching, leadership, and guidance to management
- Ability to speak in public and communicate with teams of disparate job responsibilities, levels of education, technical expertise, etc.
- Previous experience in a management or director-level role
- Experience managing departments and managerial-level staff required
- Acute familiarity of the operations of customer service, warranty service, and product technical support, ideally in a management capacity
- Excellent customer service skills
- Excellent communications skills, written and verbal
- A strong ability to present data and concepts to the executive and board level is essential
- Ability to conceptualize projects within department and across functions of the organization
- Ability to handle multiple tasks and conflicting priorities simultaneously
- Ability to communicate with staff of various levels of education and expertise
- Knowledge of project management and change management methodologies
- Catered lunches every Wednesday
- Generous PTO 2 floating holidays
- 401k match
- Free phone case and screen protectors
- 50% discount on all Zagg products
- Free access to Top Golf and discounted rate on food
- Tuition reimbursement
Job Summary
Full Time
Durable Manufacturing
$145k-191k (estimate)
12/21/2023
06/10/2024
zagg.com
IRVINE, CA
500 - 1,000
2004
DANIEL HUANG
$500M - $1B
Durable Manufacturing
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About Zagg Inc.
Since 2004, ZAGG has been protecting and enhancing your favorite gadgets. From our first InvisibleShield to our latest advances in audio, protection, power, and customization - our goal is to make your life easier and the life of your gadgets longer as we're at the top of the gadget industry. At ZAGG, we strive to deliver products known for their smart designs and creative product solutions. We embrace challenges and refuse to be deterred by obstacles. We aspire to create value for our customers, business partners and investors. ZAGG brands (ZAGG, mophie, InvisibleShield, BRAVEN, Halo, Gear4 a...nd IFROGZ) is the biggest company you've yet to hear of but will love to work at! Together, the ZAGG family continue to share our love of gadgets with the world. In fact, the industry has come to equate us with quality and customer assurance. Simply stated, when you buy a ZAGG Brands product, you know you are getting the best.
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The job skills required for Director of Customer Care include Leadership, Customer Service, Project Management, Coaching, Coordination, Communication Skills, etc. Having related job skills and expertise will give you an advantage when applying to be a Director of Customer Care. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Director of Customer Care. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Director of Customer Care positions, which can be used as a reference in future career path planning. As a Director of Customer Care, it can be promoted into senior positions as a Top Customer Service Executive that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Director of Customer Care. You can explore the career advancement for a Director of Customer Care below and select your interested title to get hiring information.
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