Director, Member Care

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

Come help us reimagine and transform the way customer service happens at Cricut! 

Cricut’s innovative cutting machines and products have forever changed the way people think about crafting, designing, and making. But the innovation doesn’t stop there. 

We are reimagining and transforming every customer touchpoint, focused on ensuring that when our customers run into roadblocks in their creative journey, it’s our pleasure to find ways to assist them so they can get back on track as soon as possible.

Cricut is searching for an inspiring, collaborative, and experienced Contact Center Director to lead our Contact Center in South Jordan, Utah. This position is responsible for the strategic execution of all local and outsourced/offshore (BPO) Contact Center Operations. This individual will be responsible for continuously improving customer satisfaction and providing leadership to the Member Care Center, Technical Support staff. Additionally, this role is responsible for driving and delivering key support metrics, identifying and implementing best practices and implementing methodologies, processes and systems that increase efficiencies, improve productivity, and ensure the delivery of unsurpassed customer experience. 

ESSENTIAL FUNCTIONS

• Leadership and Team Development: Lead and manage the contact center by coaching, mentoring, and developing team members to foster a culture of continuous learning and improvement. Oversee employee hiring, training, performance appraisals, and conflict resolution to ensure a motivated, skilled workforce. Ensure our member care team stays on top of emerging service trends and technologies.

• Technical Expertise and Support Oversight: Utilize your technical background and understanding of hardware and software businesses and products to manage complex customer issues, serving (where needed) as an escalation point. This will often involve direct communication with the customer. You will also drive collaboration with product teams to document and address recurring technical problems.

• Quality Assurance and Performance Monitoring: Ensure the development and execution of training programs and customer care quality assurance processes. Oversee auditing, coaching, and performance measurement initiatives to maintain high service standards and improve customer experiences. Utilize tools such as Net Promoter Score (NPS) and other tools to gather insights and drive improvements in service quality, reporting regularly to executives and leadership team on the measurable business impact of our efforts.

• Innovation and Data-Driven Decision Making: Develop systems and tools to monitor key performance indicators and leverage data for decision-making. Research emerging service trends and technologies to inform strategic improvements and automate routine tasks.

• Strong Business Leadership, Financial Management and Strategic Planning: Utilize your strong business acumen and experience to continually understand and adapt to Cricut’s overall worldwide business needs, proving and conveying measurable business value from the investments made to Customer Care. Manage departmental budgets by forecasting requirements and contributing to annual budget development to meet financial objectives.

• Operational Integration and Collaboration: Consistently find ways to integrate the Member Care team into company operations by partnering with internal teams (product management, engi