Member Care Ops Technical Leader

Company Description

Cricut® makes smart cutting machines that work with an easy-to-use app, an ever-growing collection of materials, and crafting essentials to help you design and personalize almost anything — custom cards, unique apparel, everyday items, and so much more.

Overview

We believe everyone is born creative. We’re a diverse tapestry of thinkers, dreamers, givers, DIYers, handi-workers, artisans, and forever and always architects of things.

At Cricut, we place the power of handmade into the hands of all. We give you beautiful, easy-to-master tools so you can make something unique, remarkable, perfect. We surround you with ideas, community, inspiration, and encouragement to take your creativity further than you ever imagined. And as a community, we celebrate the exhilarating act of making every single day.

So, make that handcrafted card that feels like a hug. Design a shirt for fun, for family, or for a full-blown business. Craft with a passion or for a purpose. Make something big and bold, itsy-bitsy, amazingly ambitious, or just plain silly. Whatever you make, just make your heart out. Because here’s the remarkable truth: When we all make together, we make all things possible.

Let’s make.

Job Description

This role is the Operational Systems Technical leader for our Member Care (customer service) function.  Responsible for ensuring the uptime, effectiveness and efficiencies for daily system operations as well as the ongoing development of the operational systems function and future state infrastructure.  Will serve as the Member Care systems thought leader for process improvement, operating systems efficiencies, and key stakeholder alignment to ensure positive collaboration/awareness of ongoing opportunities.  Collaborate to ensure that our global member care agent’s journey to serve our Members effectively enables a seamless interaction via phone, chat, email and/or video.  Responsible for managing program development teams and to hold team accountable to ensure deadlines are met.  Responsible for working with 3rd party vendors as well as cross functionally with our IT and SW teams to enhance application systems, eliminate tool redundancy, and manage the integration of various applications to improve functionality.

Qualifications

Core Duties & Essential Functions

• Technical Thought Leader:  Manage the Member Care Systems with specific focus on our global ‘Care Center’ operations technical needs; act as a Member Care thought leader for seamless operational delivery of programs & systems designed to simplify the Member Care Team experience & delivery of World Class member experience.
• Program Management:  Responsible for ensuring seamless operational system integration, to include but not limited to CRM, VOC, Chat, Social, WFM, SAP, Smartserve, etc.
• Operational Infrastructure:  Oversees the daily support requirements of ‘Care Center’ & ensures global MC strategy execution operationally across geographies including BPO partners; Devises, implements, and maintains Business Continuity and Disaster Recovery Plan for Care Center.
• Brand Partner:  Partners with of members of the member care leadership team, member care representative, IT, software, engineering, etc. to ensure that we are focused on solving issues and serving our members and team well

Additional Information

Please attach your CV including links to your portfolio where applicable. If you want to show your super powers in other ways – include that information too. You can be sure that Cricut® is an employer who values individuality, equality and diversity, so tell us what you’re all about. If you are a Maker or a DIY enthusiast, whether you think you are a good one or not, we would love to hear about it when you send us your information! 

At Cricut®, we celebrate inclusion and diversity. Cricut is an equal opportunity employer and makes employment decisions based on merit. Cricut prohibits discrimination based on race, color, religion, sex, sexual identity, gender identity, marital status, veteran status, nationality, citizenship, age, disability, medical condition, pregnancy, or any other unlawful consideration. All your information will be kept confidential according to EEO guidelines. Cricut participates in E-Verify.