Vice President, Global Customer Service Operations
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Job Location:
Detroit, MI - USA
Yearly Salary:
$ 225000 - 250000
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Help empower our global customers to connect to culture through their passions.
Why youll love this role
The VP Global Customer Service Operations will be responsible for leading the customer service operational team that serves the North America EMEA and APAC markets. This leader will play a strategic and operational leadership role responsible for the people development and delivery of global customer service via multiple channels and own the strategic development of the day-to-day operational customer service requirements with the goal of delivering key service outcomes for all customer segments. The role will work cross-functionally & collaborate with other company executives from all departments integrating their different objectives to meet overarching goals for the company. This person will also be a member of the StockX Extended Leadership Team.
What youll do
In this position youwill run a world-class customer service team. First and foremost this is a people leader role which enables local teams to be addition to being a brilliant people leader and communicator the ideal candidate will bring a passion for customer service keen analytical skills a tech-centricmindset and a willingness to lead by example.The scope includes both in-house teams in locations across the world as well as strategic outsourced partners. Other responsibilities include:
- 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.
- Createimprove 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 improvecustomer 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 andleveraging 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.
- Leveragecustomer insights and root cause analytics to identify needed improvements and gain cross-functional buy-in to deliver results.
- Be the Voice of the Customerwithin 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 companys 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 anall-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.
About you
- 10 years leading Customer Service operations with preferred e-commerce experience.
- 5 years of global leadership experience focusedin North America EMEA and APAC.
- Customer and Employee Centricleadership 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.
- Establishedtrack record of exceeding targets KPIs SLAs.
- ExceptionalCoach 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.
- Excellentinterpersonal 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 energyto 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 groups actions.
Pursuant to the various pay transparency laws/acts the pay range is$225000 to $250000 annually plus opportunities for benefits (e.g. medical dental) equity and discretionary bonuses. Compensation is dependent on geography and may vary.
Pursuant to the San Francisco Fair Chance Ordinance Los Angeles Fair Chance Initiative for Hiring Ordinance and any other state or local hiring regulations we will consider for employment any qualified applicant including those with arrest and conviction records in a manner consistent with the applicable regulation.
StockX is proud to be a Detroit-based technology leader focused on the large and growing online market for sneakers apparel accessories electronics collectibles trading cards and more. StockXs powerful platform connects buyers and sellers of high-demand consumer goods from around the world using dynamic pricing mechanics. This approach affords access and market visibility powered by real-time data that empowers buyers and sellers to determine and transact based on market value. The StockX platform features hundreds of brands across verticals including Jordan Brand adidas Nike Supreme BAPE Off-White Louis Vuitton Gucci; collectibles from brands including LEGO KAWS Bearbrick and Pop Mart; and electronics from industry-leading manufacturers Sony Microsoft Meta and Apple. Launched in 2016 StockX employs 1000 people across offices and verification centers around the world. Learn more at .
Required Experience:
Exec
Key Skills
- Economics
- Internal Audit
- SQL
- Risk Management
- Compliance
- Leadership skills
- Oversight
- Business partner
- AVP
- Requlatory agencies
- Finance
- Accounting
- Potifolio
- Project Management
- Operational Risk
About Company
Buy and sell the hottest sneakers including Adidas Yeezy and Retro Jordans, Supreme streetwear, trading cards, collectibles, designer handbags and luxury watches.
