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Director of Customer Success Operations

The Director of Customer Success Operations is a proven leader who possesses a motivational leadership style, call center systems and operational expertise, and the ability to balance the company’s vision and culture of world-class customer service with KPI’s and financial goals.  

We're looking for someone with a "roll up your sleeves" mentality, who leads by example and has a strong background in strategic planning and program execution. If this sounds like you, and you're ready to jump into a brand new role with a growing company, then please apply below!

Job Description:

  • Motivate and inspire greatness to a team of 15+ customer service and case investigators to create the flooring industry's best customer experience.
  • Set and achieve KPI's for all forms of customer success measurements, such as phone, email, chat and social media. Create dashboards and presentations to report on results and progress against program metrics. Reach out and listen to customer voice including NPS (Net Promoter Score) under one communication channel.
  • Implement best practices into current environment while maintaining company's vision and culture. Lead the evolution of our customer happiness score. Determine the appropriate data elements to enrich and refine the score, partnering with other organizations to aggregate data including usage/engagement stats, support engagement metrics, marketing engagement, survey data, etc.    
  • Leverage people, processes and technology to develop innovative strategies which will enhance the customer experience, produce a more efficient work environment and create a competitive advantage for the company.
  • Work closely with sales leaders to ensure a common vision of the customer experience and alignment regarding service expectations. 
  • Develop strategies to address issues that lead to customer dissatisfaction. Eliminate the need for customers to call unnecessarily.
  • Make strategic recommendations to key stakeholders for improvements based on insights.
  • Lead and motivate team through effective coaching, performance management, rewards/recognition and career counseling. Determine employee job standards and performance expectations. Develop and recruit, as needed, representatives who will embrace the vision and deliver on our culture of exceptional service.
  • Review and monitor daily, weekly and monthly program performance and develop plans to rectify the problems. Provide feedback on results for continual process improvement. Prepare call center performance report by collecting, analyzing, and summarizing data and trends.       
  • Project and plan appropriately for organic and non-organic growth.
  • Align strategic goals to operating plans; drive execution; and track progress to achieving plans.

Desired Experience and Qualifications:

  • BA/BS Degree with 5+ years management experience and 7+ years of experience with leading programs and/or operations, ideally within a customer success organization.
  • Metrics-orientation and data-driven approach; previous experience in planning, financial analysis, and budgeting.
  • Experience developing and driving process and system automation and expanding those initiatives to scale.
  • Experience communication and collaborating regularly with C-level executives.
  • Experience managing call center productivity according to KPI targets.
  • Problem solver; tackle the most difficult of challenges and know how to get to the best solution.
  • Visionary and diplomatic leader capable of driving change in a robust, globally dispersed, matrixed organization.
  • Superior communication skills with the ability to influence without direct authority at all levels of the organization, including peers, direct reports and senior leadership.
  • Results-focused with a supportive leadership style.
  • Strong leadership, motivational, team-building, analytical, problem-solving skills.            

All candidates who are serious about joining the Cali Team must follow this link to complete their application:

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