Director, Technical Support & Advisory Frontline

About UsEvery small business journey is different, filled with its own twists and turns. Mineral is with them every step of the way, taking the guesswork out of HR and compliance so that they’re always ready for whatever lies ahead.
Our innovative platform is a one-stop resource for small businesses, filled with everything they need to tackle even the trickiest workplace issues with confidence.  
Humble brag alert: Mineral has been consistently recognized for our award-winning culture, and we’re especially proud of our 2022 Great Places to Work certification. Simply put, Mineral is a place where people want to be, which could explain why we’ve also been ranked among the nation’s fastest-growing private companies. 
As a company, Mineral is also made up of incredibly diverse, vibrant individuals, working together for the greater good.  We’re here to help our clients build healthy, thriving organizations, and we’re looking for some like-minded people to help us do it.
As Director, Technical Support & Advisory Frontline, you will be charged with leading two critical customer-facing teams through a period of innovation and transformation. You will apply your experience with technical support teams, expertise related to call center operations, and leading in a remote team environment to define and drive changes in the teams’ technology stack, call center software, and processes to modernize how the teams scale to meet demand. You will partner to lead the direction and adoption of AI-enabled customer service tools and transform the ways these teams support our customers and internal stakeholders alike. As a champion for our people and our customers, you will build a culture that embraces change and builds confidence with innovation of new processes and tools.  The Director, Technical Support & Advisory Frontline provides strategic direction and leadership over two customer-facing teams (Technical Support and Advisory Frontline functions which covers intake and triage of Human Resources, Health, Welfare, and Retirement, as well as Employee Health & Safety customer questions). This role is responsible for translating company strategy to department objectives, defining department strategies, defining department KPIs and OKRs, driving scalable operational improvements, and fostering a culture that consistently delivers a stellar customer experience.   Partnering alongside the Services Senior Leadership team, you will help define the cross-functional operating system to support scalable growth. You will enable the support coverage models, and build for capacity, processes, data analytics, and automation required to streamline workflows and deliver for scale within our Technical Support and Advisory Services organization.  This position requires an individual who is decisive with sound judgement, and able to effectively coach and mentor other leaders. The individual must also be able to successfully manage multiple short-term and long-term assignments with tight deadlines. The Director, Technical Support & Advisory Frontline is a member of the Senior Leadership team and maintains close ties with other Mineral Senior Leaders, often working cross-functionally to achieve transformative business objectives. This position requires a keen sense of prioritization. 

You Will:

• Lead Frontline and Technical Support strategy and operations in alignment with department and organizational goals, ensuring industry best practices are met and reflected in service level agreements (SLAs) 
• Translate company strategy to department objectives, defining KPIs and OKRs, driving scalable operational improvement 
• Identify ways that the team can leverage technology and process improvements to more effectively and efficiently manage the customer experience; build alignment between functional processes where appropriate 
• Leverage contact center and other analytics tools to complete regular reporting on team’s operational performance; monitor team results, identify and act on operational trends to improve performance targets and service goals 
• Define, lead, and track strategic and operational programs to successful completion. You will identify, design, and build at-scale programs to support digital-led, human assisted processes to intake, triage, and enable resolution to technical and compliance cases from customers. 
• Support functional Managers in continually evaluating operational processes to champion efforts to improve team operations, efficiency and customer experience   
• Provide day-to-day performance management guidance to Frontline and Technical Support leaders (e.g., coaching, counseling, career development, disciplinary actions), enabling functional managers to develop their teams and create an inclusive, high quality, customer-centric work environment 
• Act as a thought leader within the Services organization; bring data-driven insig