Director, Service Operations

Overview

When you join Kyocera Document Solutions America, Inc. you are joining an organization that is deeply rooted in the Philosophy of “doing what is right as a human being”. Through this Philosophy, our employees are passionate about providing best in class customer service through efficiency, accountability, and a sense of urgency all while putting knowledge to work to drive change.

 

As a Director of Customer Operations, you will be responsible for establishing policies and procedures that produce a high-quality customer experience for both internal and external customers.  You will drive the daily activities of the National Account Center and the Customer Service Center.  You will also be responsible for designing and maintaining a superior customer experience that puts the customer first and creates effortless experience for the end user.  This role is responsible for managing our center resources and developing and implementing an operational plan.  Also, you will be responsible to ensure that systems are in place and are utilized to capture and report on department metrics.

 

The chance to do something meaningful, to challenge yourself, to be a part of change in an industry, to influence change doesn’t come around every day.

Responsibilities

 

• Actively lead the execution of Order to Cash Process for Strategic account equipment orders
• Actively lead the customer support activities of the Service Management Team working that works with end customers, authorized service providers, and field sales team to provide a superior customer experience
• Ensure timely and accurate invoicing of Service Maintenance Contracts
• Actively lead all customer service center activities to ensure customer are being satisfied with their support experience
• Ensure a frictionless experience with the Customer Service Center while supporting order processing and parts warranty processing for all Sales Channels
• Proactively evaluate and modify as need departmental processes to maximize staff productivity
• Actively develop and manage KPIs to lead all groups within the Service Operations organization.
• Ensure an effective customer escalation process is in place for all work functions that exist in the contact centers that report this position.
• Ensure strong coordination and preparation exists with Sales during Pre-Sales cycle for strategic account sales.
• Ensure business requirements for system enhancements to each system within the contact centers are accurate and complete
• Ensure accurate and timely quarterly business reports are created for each account.
• Actively participate in Customer Quarterly Business Reviews
• Proactively manage and analyze the voice of the customer
• Develop a vision and maintain the strategic direction of Kyocera’s contact centers to ensure all its customers are receiving a superior customer experience.

Qualifications

 

Required:

• 5+ Years’ Experience in management, operations, and leadership
• 3+ years of Call Center specific leadership experience
• Passion for operational excellence and driving center efficiencies
• Proven track record of driving and transforming customer experiences
• Proficiency in the Microsoft Suite of Products
• Ability to analyze metrics and utilize pivot tables
• Strong written and verbal Communication skills
• Excellent interpersonal skills
• Proven track record of driving teams to meet and exceed their goals and KPIs.
• Extensive experience developing performance objectives and constructive evaluations
• Strong organizational, problem-solving, and analytical skills
• Ability to work independently and manage multiple tasks and assignments
• Proven track record of optimizing operational efficiencies in a call center environment

 

 

Preferred:

• Bachelor’s degree in business, operations management, or related field
• Experience with customers satisfaction platforms like Qualtrics
• Experience with ServiceNow or Salesforce’s Service Cloud

 

We offer a comprehensive benefits package designed to support our employees’ well-being which includes:+ Medical, dental and vision plans+ 401(k) retirement plan with Company match+ Life insurance and disability coverage  + Paid time off and holidays+ Paid parental leave+ Employee Assistance Program+ Volunteer Time Off+ Professional development course reimbursement

 

 

The typical pay range for this role is $155,000-$194,000. This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer wi