Director, Customer Care

Dreaming big is in our DNA. It’s who we are as a company. It’s our culture. It’s our heritage. And more than ever, it’s our future. A future where we’re always looking forward. Always serving up new ways to meet life’s moments. A future where we keep dreaming bigger. We look for people with passion, talent, and curiosity, and provide them with the teammates, resources and opportunities to unleash their full potential. The power we create together – when we combine your strengths with ours – is unstoppable. Are you ready to join a team that dreams as big as you do?

SALARY: $157,440-$186,960, bonus and long term incentive eligible

COMPANY:

Michelob ULTRA. Cutwater Spirits. Budweiser. Kona Brewing Co. Stella Artois. Bud Light. That’s right, over 100 of America’s most loved brands, to be exact. But there’s so much more to us than our top-notch portfolio of beers, seltzers, and more. We are powered by a 19,000-strong team that shares our passion to create a future with more cheers. We look for people with talent, curiosity, and commitment and provide the teammates, resources and opportunities to unleash their full potential. The power we create together – when we combine your strengths with ours – is unstoppable. Are you ready to join a team that dreams as big as you do?

ROLE SUMMARY: 
Digital Transformation is the department withing Anheuser Busch that develops technology solutions that enhance AB's sales process and route to market.  Our teams build solutions that enhance how retailers order products from their wholesaler, how sales teams execute in the market and how the AB commercial team builds planograms, analyzes market surveys and more.  Across these tools, Digital Transformation focuses on an on-going cycle of improvement, driven in part, by insights gleaned from our Net Promoter Score program, Customer Support ticket categories and usage date from our applications.

The Director of Customer Satisfaction will support the Senior Director of Online Journey & Care in building and managing the Customer Support & NPS Survey programs across the Digital Transformation product suite.  This role will focus on the build out of how we deploy Zendesk and manage our L1 support structure as well as consult on the design of the NPS program for each product and the deployment of the survey.  Applicants with demonstrated ability to stand up CSAT key performance indicators and optimize CSAT and support initiatives will excel in the role.  This position collaborates closely with the Product and Program management teams across Digital Transformation as well as the commercial owners for each area.

JOB RESPONSIBILITIES:

• 7+ Years in Customer Service Role

• 4+ years leading a customer service team

• Experience building workflows, macros and routing schemas in Zendesk or a related tool

• Experience leveraging the Medallia and/or Alchemer surveying platforms

• Highly empathetic

JOB QUALIFICATIONS:

• Ability to analyze NPS data

• Support development of close the loop processes across stakeholder types

• Comfort with building net new infrastructure and taking it from ideation, pilot, scale up

• Ability to travel 20% within the US

• Bachelor's Degree - highly preferred

WHY ANHEUSER-BUSCH:

At Anheuser-Busch, our purpose is to create a future with more cheers. For more than 165 years, we have delivered a legacy of brewing great-tasting, high-quality beers that have satisfied beer drinkers for generations. 99 percent of the products we sell in the U.S are made in the U.S. with more than $700 million in high-quality ingredients sourced from American farmers and more than $7 billion in goods and services purchased from U.S. suppliers, and we have invested nearly $2 billion in our 100 facilities across the country over the past five years. Through these investments, and as a leading American manufacturer and the nation’s top brewer, we drive economic prosperity nationwide through investments in our people, facilities, and communities. We are the only brewer that invests in the U.S. at this scale.

BENEFITS:

• Health benefits including Medical, Dental, Vision, Wellness and Tax-Advantaged Savings and Spending Accounts

• Life Insurance and Disab