Senior Director of Customer Experience

UWorld has a need for a Senior Director of Customer Experience to lead both of our dynamic Customer Care and Technical Accounts teams based out of Dallas, Texas. Reporting to the CTO, we are seeking a highly motivated professional who is passionate about developing a high-performing team while delivering an exceptional high-touch experience for our clients and customers.

This is a strategic leadership role in which the incumbent will not only build out and lead the day-to-day function of the department, but will also anticipate and plan for future needs. If you are an action-oriented leader with a drive to deliver and measure high quality service, and have a proven track record of implementing best practices and process improvements, this is a great opportunity to join our growing e-learning company and to build a rewarding career.

Minimum Education

• Bachelor’s degree or equivalent experience
• 10 years of progressive experience in a technical support, customer support, and/or call center environment, preferably in the SaaS or education industry
• 5 years of experience leading and training a Customer Care team
• Experience administering customer support tools and technologies, like CRMs and/or ticketing systems

Job Responsibilities

• Process Optimization –
• Oversee day-to-day operations involving all customers including following responsibilities
• Efficiently resolving customer concerns via phone calls/emails/tickets
• Managing team member schedules
• Monitoring individual and team performance and trainings 
• Enhancing quality of customer service delivered, ensuring compliance with service level agreements, etc.
• Oversee day-to-day operations involving B2B customers including following responsibilities
• Setting up best-in-class processes for onboarding users.
• Handling, resolving, and routing business inquiries/issues in a timely manner
• Setting up productive cross-team communication channels between sales, technology, accounting, and marketing to provide an efficient customer service experience
• Establish best-in-class practices for the team to adhere to including processes related to ticket intake, ticket resolution, escalation and incident management, etc.
• Build out a knowledge base for the  team to reinforce consistent and timely customer experience
• Research, advocate, and implement cutting-edge technology solutions to improve the customer experience and operational efficiencies both on the B2B and B2C side
• Measuring and Evaluating Service Excellence –
• With a first call/contact resolution mindset, leverage data and trends to identify KPIs/metrics for monitoring success and driving continuous improvement of the customer experience
• Audit calls and manage productivity of the team on a weekly, monthly, quarterly and yearly basis, providing coaching and performance improvement plans as needed
• Developing a High-Performing Team –
• Recruit, coach, inspire, and develop a world-class team capable of adapting in a consistently evolving and high-growth environment
• Identify and retain key talent and cultivate pathways of career development and growth for the team
• Communicating Effectively and Efficiently –
• Set clear expectations and provide clarity for the team as it pertains to individual, departmental, and company goals
• Ensure the team has the resources and skills to provide prompt and appropriate resolution for all customer concerns
• Manage the flow of information accurately and appropriately
•  Advocating Interdepartmental Collaboration –
• Work closely with leaders across Marketing, Sales, Software Development departments and other product launch teams to drive growth, productivity, and customer satisfaction
• Identify and act on service gaps by obtaining buy-in and influencing key leaders to improve processes and to enable success

Compensation and Benefits

• Competitive compensation (contingent on experience)

• Paid time off (based on sliding scale according to hire date and work hours), parental leave, bereavement, and 8 hours of volunteer time
• A generous paid holiday schedule that includes the entire week of Christmas
• Comprehensive benefits package (medical, vision, dental, life, disability and pet insurance)
• 401(k) plan for retirement with 5% employer matching (eligibility after 90 days of employment)
• Annual professional and career development opportunities available
• Social Committee that offers an inclusive environment to get to know coworkers in a fun way
• Daily on-site group fitness classes