Director Customer Operations (Elk Grove)

The Customer Operations Director is responsible for leading, developing, and executing all Customer Operations and retention. The Customer Operations Director establishes performance metrics for customer service representatives. Establishes service levels and requirements for the department. Develops and implements methods to record, assess, and analyze customer feedback. Develops and implements training and quality assurance programs for new hires and experienced employees.

People Management:

• Lead, direct, mentor and manage several teams including but not limited to Account Executives, Technical Support and Collections, both in the USA and DataZone. S/he is responsible for the overall direction and performance of the teams.
• Carry out supervisory responsibilities in accordance with ALLDATA’s policies and procedures. Additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
• Effectively build productive working relationships with direct reports, peers, leadership, and other departments.
• Manage the career growth and development of the team by driving focus on ALLDATA's Core Values. Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within their organizational units, as well as serving as a role model.

Technical Duties:

• serve as the ongoing strategy & operations partner for our cross-functional and global Customer team
• Drive strategic initiatives that enhance productivity company-wide
• Serve as the connective tissue of the cross-functional team, working to share knowledge, frame/synthesize opportunities and drive people towards a common goal
• Gain deep knowledge about company operations and leverage data & insights to drive informed decision making, stakeholder value and engagement
• Proactively flag risks or bottlenecks, and recommend course-corrections as appropriate
• Proactively reviewing processes to identify inefficiencies, control weaknesses and identifying opportunities for improved efficiency and effectiveness. This will require quantitative analysis to support any recommendations.
• Keeping up to date with industry accepted best practices for payment processing and recommend implementation as appropriate.
• Ongoing analysis of customer support tickets with a view to enhance product so as to eliminate repetitive support tickets
• Collaborate with the Customer Operations Director and other functions to build-out critical tools, automate routine work where possible, and address recurring issues.
• Solve complex customer issues, own payment and support issues from beginning to end, working with internal teams as appropriate to troubleshoot and resolve issues in a systematic and timely fashion to prevent negative service trends.
• Provide operational expertise to business development and engineering teams for process implementations of new partners and customers
• Develop and achieve performance goals and objectives in order to achieve customer promise expectations.
• Participate in business leadership meetings; develop and drive strategies and programs which improve the competitive position and profitability of the organization.
• Work closely with Compliance and Finance and assist in preparing the required reports
• Additional duties and responsibilities, as may be assigned by employee’s supervisor.