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Director of Customer Service

Job Order ID 2421
Province/State Florida
City Tampa

Posted Date 11/26/2018

Brief Description

Our Client, a FinTech company in consumer eCommerce lending is looking to identify a Sr. Level executive leader in customer service. This is an opportunity to analyze, create, establish and execute their entire servicing operation from scratch! You will be a critical member of the Operations Leadership Team. This is a rare opportunity to utilize your entrepreneurial skill set with a highly successful financial services organization. This company's organizational culture is incredible; they genuinely treat their employees like GOLD.


• Formulate the long-term vision, strategy, operating model for the customer service function
• The Ideal candidate is a true thought leader and expert strategist with the ability to execute performance, build-out the servicing center, strategic planning, staff development and training,
• Analyze inputs from various sources to deliver product, process and system enhancements aimed at driving efficiency, scale and a seamless customer experience
• Lead, mentor and inspire staff to achieve superior results while demonstrating and living our values
• Scale CS team with a focus on hiring and developing top operations talent
• Build a customer-centric and performance driven organization that consistently achieves productivity, SLA performance, and customer satisfaction targets
• Accountable for establishing and maintaining a robust control environment that ensures identification, quantification, and mitigation of risk
• Partnership with Finance to develop an annual budget and ensure proper cost management controls are in place
• Take lead on VOC initiatives and establish metrics for defining the relationship with our customers
• Develop a workforce management framework that includes short-term and long-term forecasting, scheduling and planning
• Build strong partnerships with cross-functional stakeholders like Product, Collections, Engineering, Finance, Legal, Compliance, and Risk
• Develop various CS training programs, including new hire onboarding and refresher/up-skill training
• Creating and deliver executive presentations that incorporate performance, people, process, and technology
• Responsible for multi-site operations


Requirement Note

• Bachelor Degree; Master Degree a plus
• 8-10+ years management experience in call center/customer service
• Passion for technology
• Results-oriented, dependable, and thrives operating at the startup pace and will enjoy the challenge of a rapidly evolving organization
• Solid understanding of contact center technology (ACD, PBX, WFM, and IVR)
• Experience designing multi-channel service models
• Excellent presentation, interpersonal, negotiation, written and oral communication skills
• Strong ability to influence and build relationships across various stakeholders
• Have proven ability to instill operational excellence with an eye towards customer experience, while bringing discipline to technological and operational issues.
• Excellent financial, budgeting, planning and cost control
• Experience with unsecured loan products

Contact Details:
Rob Chaimowitz
(631) 493-0574 x110