Senior Director of Customer Care

Yahoo serves as a trusted guide for hundreds of millions of people globally, helping them achieve their goals online through our portfolio of iconic products. For advertisers, Yahoo Advertising offers omnichannel solutions and powerful data to engage with our brands and deliver results.

A Little About Us

Yahoo's Membership Platforms team provides Identity, Payments, and Privacy capabilities to all the Yahoo verticals. As a result, verticals can leverage these advanced capabilities instead of buying or building them themselves. The team also provides customer care to all verticals to help their users with any issues related to their account, payments or other customer issues, such as those specific to Mail, Finance, and Sports verticals.

Yahoo provides email services to 100’s of millions of users globally. Yahoo’s identity team is responsible for keeping users safe by ensuring only the owners of the account are able to access their inboxes and other data. As part of this charter, Yahoo is looking to reimagine the way it provides customer support to our large, loyal user base using the power of AI.

A Lot About You

We're looking for an experienced leader who is passionate about all aspects of customer service excellence, is highly organized, and communicates well with internal and external stakeholders. At Yahoo, the customer care team delivers world-class support and resolves customer issues effectively. As a leader of the team, you model ownership and accountability, superb service delivery skills, humility, and curiosity. You complement these skills with deep knowledge of our products and support policies that inform your judgment regarding issue severity, resolution steps, and customer impact. Additionally, you work well with customer teams to build solutions to user problems upstream before users need help. 

Additionally, given our large and global user base, we’re looking for a leader that has used AI to help scale customer support services in a consumer internet industry.  

Ultimately, you are the expert on how customer issues are handled, measured, improved, and generate customer loyalty. You support this expertise with a keen ability to break down large, complex problems into well-defined, manageable issues and an ability to use customer data and feedback to inform your judgment.

About the Role

We are seeking a Senior Director, Customer Care to lead the vision, strategy, and execution for our customer care team.

As a Senior Director, you will be responsible for setting the long-term vision for our customer care team, defining the roadmap, and driving execution to get the team to the vision. You will be responsible for managing a team of 40+ FTEs focused on providing users assistance via self-help resources as well as omni-channel support (chat, voice, email, and social media). 

You will partner closely with Engineering, Privacy, Security, and Product leaders to ensure that Yahoo’s users are well supported with the latest up-to-date product information. You’ll work with partners from the Yahoo mail team to build and scale new ways to support customer issues.

This role requires someone who can operate strategically at the company level, while also being hands-on in execution, roadmap ownership, and day-to-day product delivery.

Responsibilities

• Vision & Strategy: Define and evangelize the long-term strategy for the customer care team using the latest product information and features complemented by your knowledge of the latest developments in the space.

• Stakeholder Engagement: Partner with engineering, data infrastructure, privacy/legal, and security teams to deliver customer support solutions. Partner with product and engineering leaders from the Yahoo mail team to help them build features to proactively keep users from getting locked out of their accounts. 

• P&L responsibility: Responsibility for managing the cost of customer support within the annual budget. Ownership of metrics such as Cost Per Contact (CPC)

• Voice of the customer: Provide user feedback received via our support channels to product teams at the company to better fix root causes and improve products.

• Operational excellence: Oversee the operations of our support channels including vendor operations. Help Yahoo deliver support with superior CSAT scores while keeping costs in budget. 

• Technical & Market Expertise: Maintain a strong understanding of latest developments in the field of customer support especially the development of AI empowere