Director Customer Experience
Apply NowCompany: Alorica
Location: Lake Mary, FL 32746
Description:
Job Description
GET TO KNOW ALORICA
At Alorica, we only do one thing - make lives better, one interaction at a time. We're a global leader in customer service and experience, serving the world's biggest brands with tens of thousands of employees in hundreds of locations around the globe.
JOB SUMMARY
Performs complex high level management work overseeing the development and implementation of client related programs at our fulfilment center. Develops strategies and hiring of key management for returns inspection, test and repair, refurbishment and order fulfillment center supporting all of North America.
JOB RESPONSIBILITIES
Develops and implements long and short-term strategies to effectively utilize technical and human resources to provide quality service to clients.
Oversees development of management team (e.g., setting performance expectations/targets, training, coaching, performance appraisals, etc.)
Supervises the coordination of service to meet new and existing client program objectives and expectations.
Ensures that monthly and annual client reviews are conducted.
Monitors/approves monthly client billing, making revisions as necessary.
Tracks revenue to plan and report variances on a monthly basis.
Acts as client and interdepartmental advocacy role model
Identifies additional prospective work opportunities and develop innovative approaches to manage efficiency and profitability.
Troubleshoots and creates action plans to quickly and effectively address problems.
Identifies process improvement opportunities to drive efficiencies through the operation.
Monitors all key metrics in support of meeting/exceeding initiative objectives.
OTHER RELATED DUTIES
Maintain positive, consistent, and effective communications with staff.
Participate in selection of Program Manager and Director level candidates.
Other Duties as Assigned
Works with sales to develop new clients
Qualifications
JOB REQUIREMENTS
Minimum Education and Experience:
Bachelors degree from an accredited university or college with major course work in business, marketing, communications, retail management or another related field
Considerable experience (10+ years) in operations management in a manufacturing, refurbish, fulfillment or shipping center environment
Significant experience (3+ years) supervising and developing subordinates
Knowledge, Skills and Abilities:
Strong organizational and strategic planning skills
Stays current with industry trends, technology, and opportunities
Client advocate with strong customer service skills
Excellent interpersonal skills
Ability to manage staff and multiple programs requiring attention to detail
Flexibility and versatility in problem analysis and resolution
Ability to negotiate and discuss pricing and contractual arrangements
Direct marketing knowledge required
Ability to communicate across functional lines
Demonstrated knowledge of interviewing and selection process
Ability to analyze and interpret qualitative and quantitative data
Excellent interpersonal skills
Excellent interpersonal, written and oral communications and organizational skills
Work Environment:
Constant sedentary work performed in a climate-controlled manufacturing / fulfillment environment
Physical Demands:
Occasional travel
Equal Opportunity Employer - Veterans/Disabled
GET TO KNOW ALORICA
At Alorica, we only do one thing - make lives better, one interaction at a time. We're a global leader in customer service and experience, serving the world's biggest brands with tens of thousands of employees in hundreds of locations around the globe.
JOB SUMMARY
Performs complex high level management work overseeing the development and implementation of client related programs at our fulfilment center. Develops strategies and hiring of key management for returns inspection, test and repair, refurbishment and order fulfillment center supporting all of North America.
JOB RESPONSIBILITIES
Develops and implements long and short-term strategies to effectively utilize technical and human resources to provide quality service to clients.
Oversees development of management team (e.g., setting performance expectations/targets, training, coaching, performance appraisals, etc.)
Supervises the coordination of service to meet new and existing client program objectives and expectations.
Ensures that monthly and annual client reviews are conducted.
Monitors/approves monthly client billing, making revisions as necessary.
Tracks revenue to plan and report variances on a monthly basis.
Acts as client and interdepartmental advocacy role model
Identifies additional prospective work opportunities and develop innovative approaches to manage efficiency and profitability.
Troubleshoots and creates action plans to quickly and effectively address problems.
Identifies process improvement opportunities to drive efficiencies through the operation.
Monitors all key metrics in support of meeting/exceeding initiative objectives.
OTHER RELATED DUTIES
Maintain positive, consistent, and effective communications with staff.
Participate in selection of Program Manager and Director level candidates.
Other Duties as Assigned
Works with sales to develop new clients
Qualifications
JOB REQUIREMENTS
Minimum Education and Experience:
Bachelors degree from an accredited university or college with major course work in business, marketing, communications, retail management or another related field
Considerable experience (10+ years) in operations management in a manufacturing, refurbish, fulfillment or shipping center environment
Significant experience (3+ years) supervising and developing subordinates
Knowledge, Skills and Abilities:
Strong organizational and strategic planning skills
Stays current with industry trends, technology, and opportunities
Client advocate with strong customer service skills
Excellent interpersonal skills
Ability to manage staff and multiple programs requiring attention to detail
Flexibility and versatility in problem analysis and resolution
Ability to negotiate and discuss pricing and contractual arrangements
Direct marketing knowledge required
Ability to communicate across functional lines
Demonstrated knowledge of interviewing and selection process
Ability to analyze and interpret qualitative and quantitative data
Excellent interpersonal skills
Excellent interpersonal, written and oral communications and organizational skills
Work Environment:
Constant sedentary work performed in a climate-controlled manufacturing / fulfillment environment
Physical Demands:
Occasional travel
Equal Opportunity Employer - Veterans/Disabled