Customer Service Group Lead, Commerce Consumer

Join a movement in which everyone can win. We started a movement in which everyone can win shoppers retailers society and every person on our team. To play fair trust people and reward them for doing the right thing. We see and feel the impact of our work as more and more people gain financial freedom and retailers grow across the globe.

Founded in 2014 in Sydney Australia Afterpay has over 11 million active customers globally and more than 64000 of the worlds best retailers around the world including Anthropologie Revolve DSW GOAT Finish Line Levis Mac Cosmetics Ray-Ban and many others. Afterpay is on a mission to power an economy in which everyone wins.

Afterpay is completely free for customers who pay on time helping people spend responsibly without incurring interest fees or extended debt. Afterpay empowers customers to access the things they want and need while still allowing them to maintain financial wellness and control by splitting payments in four for both online and in-store purchases. Afterpay is deeply committed to delivering positive outcomes for customers. We are focused on supporting our community of shoppers.

We trust in the next generation and share a vision of a more accessible and sustainable world in which people are rewarded for doing the right thing.

The Role

The CS Group Lead - Consumer plays a critical role in managing the success of the CS Consumer Experience function within the Afterpay / Loan Servicing Cust Ops org and its support of the overall Commerce business unit. This includes proactive management of product and business change to ensure there is no adverse impact to Consumers and the readiness of our teams as well as management to lead the reactive elements where things dont go according to plan.

Youll be responsible for all aspects of running the Afterpay / Clearpay Consumer experience inbound CS teams ensuring inbound contact and complaint resolution to SLAs and quality standards and responding to all elements of process and product change.

You will be accountable for the delivery of service through our internal teams and selected partners ensuring that we tightly manage review and maintain strong relationships and outcomes for our customers and internal stakeholders.

To be a success in the role you will thrive on complex problem solving be focused on delivering exceptional Consumer experiences employ deep industry experience and will have a keen focus on protecting the Commerce business profitability reputation and service experience.

You will report to the Customer Service Channel Lead and be based in either Melbourne or Sydney with hybrid work options.

You Will

• Accountable for service delivery across ANZ CS teams; meeting overall service levels compliance and regulatory obligations ensuring great Consumer experiences and focusing on maintaining employee engagement and strong partner relationships.
• Coaching and mentoring Team Leaders and executing on our Cust Ops people strategy for CS teams
• Own the improvement roadmap and drive improvements in customer satisfaction / quality (CSAT QA Complaint reduction) and efficiency (TTR AHT) across channels by understanding the support needs of our customers and building improvement strategies
• Partner with Ops stakeholders such as Quality WFO Vendor Management Content and Learning to deliver on service delivery expectations
• Leverage technology to ensure we are delivering the most efficient and effective service through channel optimisation.
• Partner with the Product teams to ensure new product delivery roadmaps are delivered with the customer experience and compliance at the centre of the design and execution
• Proactively review and manage risks & create action plans to support where required to both protect the business and champion customer experience.
• Identify and drive process improvements and business opportunities with a high degree of complexity and impact to ensure best in class operations with a particular focus on cost optimisation simplification operations excellence self service and customer experience.
• Achieving high quality balanced outcomes through solid partnerships with teams/stakeholders such as Product Risk Finance Compliance & Policy teams.
• Ensure harmonisation of process and strategies across like Block Customer Ops teams to drive the best possible customer experience
• Participate as the Senior Leader Operations Forums and support the overall execution of the Block Customer Ops and Afterpay / Commerce strategy

You Have

• 5 years contact centre experience; navigating omnichannel environment meeting service levels and partnering with various Ops stakeholders to formulate insights to maintain and improve quality and productivity
• Demonstrated Change management in a high paced scaling operational environment
• Experience in managing Operations processes/teams across multiple regions/ timezones
• Expert stakeholder managements skills with the ability to partner with teams and department leaders
• Excellent communication skills across a number of mediums (verbal written and presentation);
• A self-starter and someone who thrives under pressure;
• Resilient ability to manage multiple competing priorities and think holistically
• Ability to learn quickly understand complex processes end to end in Operations and the ability to manage/influence impacts across multiple programs

Preferred

• A relevant BA/BS degree or related experience
• Deep understanding of regulatory requirements and challenges including licensure obligations
• The global nature of our team will require this role to work flexibly in order to connect to colleagues who operate across ANZ North America UK and Partners in the Philippines.
• Remote global team management experience

Were working to build a more inclusive economy where our customers have equal access to opportunity and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently without regard to identity or other legally protected class. We believe in being fair and are committed to an inclusive interview experience including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter who will treat these requests as confidentially as possible. Want to learn more about what were doing to build a workplace that is fair and square Check out our ID page.

Block is a globally distributed company and this role will require working with other employees in multiple time zones. You may be required to perform work outside of normal business as part of this role.