Vice President, Global Customer Service Operations

• Strategically and tactically lead and develop the Global CS team to enhance performance in 3 key areas: Employee, Customer, and Efficiencies/Cost
• Deliver world-class results across multiple locations from both in-house teams and outsourced partners
• Enabling teams to be successful by being committed to coaching and development, encouraging and recognizing others, and facilitating brilliant outcomes
• all designed to create a world-class engaged team
• Drive performance management and People Experience initiatives, including goal setting, performance reviews, succession planning, compliance, and top performer retention
• Create, improve and drive a culture and processes which achieve business goals and objectives
• Work effectively with all stakeholders, both internal and external to CS, to negotiate and influence customer improvements
• Embrace AI and Technology to improve customer experience, teammate experiences, and efficiencies
• Responsible for growing the team as the business grows and thinking outside of headcount for smarter ways to deliver an outstanding, digital first, customer service experience as we scale up
• A critical member of the Global Customer Service team, collaborating with global colleagues to deliver better together and leveraging CS support teams primarily located in the US
• Collaborate with CS support teams and executive leadership in setting and driving organizational vision, operational strategy, and hiring/talent needs in CS operations
• Drive sales through service with a focus on increasing conversion and customer retention
• Leverage customer insights and root cause analytics to identify needed improvements and gain cross-functional buy-in to deliver results
• Be the ‘Voice of the Customer’ within CS and across the company, providing regular updates and insights into operational performance to senior leadership
• Identify potential operational risks, develop contingency plans, and ensure the company's CS operations are resilient against disruptions as well as ensuring full regulatory compliance and legal requirements
• Meet tight budgets through controlling resources and utilizing assets to achieve qualitative and quantitative targets
• Take an all-hands-on deck approach during our busy seasons, including back to school (July-Sept) and holiday (Nov – Jan)
• Continually develop improvements and embed successful change projects
• Drive quality and consistency
• Coach and lead the team to win

• 10+ years leading Customer Service operations with preferred e-commerce experience
• 5+ years of global leadership experience, focused in North America, EMEA and APAC
• Customer and Employee Centric leadership and experience with proven results
• Strong background in multi-channel Contact Center / BPO operations. Proven experience in scaled leadership roles
• Strategic and organizational skills with a clear understanding of the wider issues impacting the relevant markets
• Proven Management experience at a senior, strategic level role
• Established track record of exceeding targets, KPIs, SLAs
• Exceptional Coach that demonstrates the ability to develop, motivate, and communicate with others at all levels
• Influential relationship skills at all levels and able to use these relationships to deliver service improvements
• Excellent interpersonal skills, including written and verbal communication, and the ability to build trust and consensus amongst a team
• Must be a proactive team player with high energy to adapt and succeed in a fast-paced, changing environment
• Creative, analytical, and strategic thinker that leverages data to tell the story and drive actions to improve
• Evidence of outstanding leadership skills and portray an ability to inspire and motivate others, guiding them in a unified direction and taking accountability for the group’s actions

opportunities for benefits (e.g., medical, dental), equity and discretionary bonuses