Director Customer Care

Category/Area of Expertise: Internal Call Centers
Job Requisition: 484432
Address: USA-PA-Carlisle-1149 Harrisburg Pike
Store Code: Contact Centers (5116855)

Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which includes five leading omnichannel grocery brands - Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Our associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.

The Director, Omnichannel Service Center is responsible for providing leadership for the customer care contact center responsible for nearly 3 million inquiries a year through multichannel outreach, including phone, email, chatbot, LiveChat and social media. The center supports the local brands of Ahold Delhaize USA, including Food Lion, Stop & Shop, Hannaford, The Giant Company and Giant Food. The team is on a multi-year transformation journey to provide excellent service to customers. Through dedicated teams of customer representatives, our passion is serving customers and building a culture of excellent service, ensuring first-call resolution and delivering industry-leading CSAT scores.



Responsibilities:



Strategic Leadership and Vision to Deliver World-Class Customer Care

• Serves as the customer care call center leader, responsible for service excellence in day-to-day operations along with training, growth and development.
• Partners with VP, Communications and OSC, as well as other key leaders across the organization, to set the strategy, vision and direction for customer care team, driving continuous improvement and enabling world-class operation performance. Ensures strategy and initiatives are aligned with the organization's broader purpose.
• Leads a team of high-performing customer care professionals, driving for excellence every day by holding the team accountable for metrics and results-oriented, data-driven performance based on industry standards.
• Drives continuous improvement of the customer care center by staying abreast of new practices and technologies, training and development, and process transformation.

Leading a Performance-Driven Culture, Grounded in World-Class Service

• Identifies, implements and measures the performance metrics that drive the desired business outcomes for customer care representatives, supervisors and managers by continuously building and enhancing a customer-focused and performance-driven culture.
• Develops talent to be service-minded and results-oriented, resolving issues quickly and ensuring teams are developed for future growth roles within the customer care center. As part of building, growing and develop this team, ensures teams are diverse in their experience, expertise, backgrounds, skills and perspectives.
• Improves both customer care representative satisfaction along with customer satisfaction, all tied to a high-performing culture of care with a foundation deeply rooted in listening, empathy and problem resolution.
• Proactively leverages data and insights to identify business trends and opportunities for improvement and recommends solutions for best-in-class customer experience.
• Engages with the team to ensure necessary coaching, growth and development and continuously improve the quality of workplace to drive people retention and performance. Through these efforts, adapts leadership style to unique needs of each associate.
• Acts as the Voice of the Customer, championing change and improvements across the customer experience to drive change and influence future change/projects to support and achieve improvements in the customer experience.
• Hires diverse team of talent and makes fair, transparent and informed decisions about talent, tapping into diverse talent pools and leveraging resources to grow and develop talent.

Creating Relationships and Partnerships to Deliver World-Class Service

• Advocates for best-in-class service with key business partners and proactively addresses resolution of key drivers of customer service issues.
• Collaborates with key partners across the companies of Ahold Delhaize USA to reduce service issues and resolve key reasons for call.
• Builds strong partnerships to ensure awareness of key brand initiatives that may affect customer care inquiries, preparing operations for new brand initiatives and launch of programs and promotions, and creates a strong sense of accountability to reduce service issues.
• Works closely with key stakeholders throughout the organization to understand service issues, identify root causes and reduce contacts on recurring issues. Measures and identifies opportunities to make it easier for customers to have self-service or works proactively to serve customers through more effective options.
• Ensures best-in-class CSAT scores, first-call resolution and call quality of representatives to drive customer satisfaction.
• Enhances the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.
• Participates in industry forums and makes connections with counterparts of other call centers to stay abreast of key industry trends.

Leads Technology-focused Solutions to Deliver Process Effectiveness and Efficiencies

• Understands trends in customer care and actively recommends and works to implement technology improvements, automation tools and systems to enhance the efficiency and effectiveness of customer care representatives.
• Drives innovative and effective workforce management (WFM) strategy that is scalable across all operations to ensure resources are fully utilized, and any contact demand is effectively covered and metrics are delivered through utilization of effective and efficient resources.
• Delivers on financial goals for the business, with a focus on identifying key cost metrics and ensures optimization of call center operations. Also ensures overall budget requirements are met, including accurate forecasting, staffing, temporary support labor, etc.
• Collaborates with technology, key business partners, and brand leadership to create strong business cases for investment decisions in continuously transforming the contact center by ensuring positive ROI through enhanced customer experience, agent efficiency and agent effectiveness.
• Streamlines and continuously evaluates best operating model for call center operations to increase efficiencies and improve effectiveness.

Qualifications:

• Proven experience in leading a service-driven customer care operation for large, global organizations with experience in managing an operation through periods of significant growth or change, with a focus on effective and efficient operations.
• Deep expertise in continuous improvement through analysis of trends and reducing customer contacts through resolution of key issues with key partners.
• Experience in managing and leading in a highly matrixed and complex environment, that is fast-paced and expectations for a strong sense of urgency and response to critical business issues.
• Awareness and expertise in key technology systems that drive efficiency and effectiveness for call center operations.
• Strong business acumen and relationship building skills, with a focus on communication and executive presence, and influencing skills.
• Connections in the call center industry, staying connected to key trends, data and insights for call centers.
• Success in leading large teams with proven success in associate and customer satisfaction results.

Education

• Bachelor's degree required; master's degree preferred, or equivalent work-related experience in the industry.

At Ahold Delhaize USA, we provide services to one of the largest portfolios of grocery companies in the nation, and we're actively seeking top talent.

Our team shares a common motivation to drive change, take ownership and enable our brands to better care for their customers. We thrive on supporting great local grocery brands and their strategies.

Our associates are the heartbeat of our organization. We are committed to offering a welcoming work environment where all associates can succeed and thrive. Guided by our values of courage, care, teamwork, integrity (and even a little humor), we are dedicated to being a great place to work.

We believe in collaboration, curiosity, and continuous learning in all that we think, create and do. While building a culture where personal and professional growth are just as important as business growth, we invest in our people, empowering them to learn, grow and deliver at all levels of the business.