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Opportunities

Customer Care Operations and Insight Manager at Owlet Baby Care
Lehi, UT, US

POSITION SUMMARY:

This position will help transform the Owlet Baby Care customer experience.  The Customer Service Manager is responsible for ensuring a great customer service experience for our end consumers, by aligning strategy and resources to achieve this goal.  When it comes to customer service, Owlet wants to do things differently.

The Manager will help build and embed the customer experience into the heart of everything we do, delivering and driving an effective and exceptional multi-channel customer experience with an emphasis on employing contact center analytics to help the organization improve the customer experience. The Manager will help develop and implement tactical plans to support the strategy, incite engagement and resolution satisfaction within each corresponding channel and work across departments to help the company solve customer issues.

Customer Experience Strategy

    Help improve the customer experience organization including people, products, processes and technologies to deliver business and operational objectives.
    Maximize our customer service software platforms to realize higher levels of efficiency and agent productivity. Help set up, administer, and configure Zendesk and other technologies that are applicable.
    Deliver the human element of a digital strategy, for example, chat, email, phone, social media, and SMS. Understand when and how each channel works for our customer’s needs
    Use external industry knowledge and relationships to ensure Owlet remains ahead of market.

Customer Service Operations

    Ability to balance achieving traditional contact center KPI (e.g., AHT, ASA, …) with longer term KPI like NPS and Average Cost per Resolution.
    Develop, test, and deploy continuous improvements to improve the brand experience and perceptions in a customer centric and cost-effective way.
    Led the charge for optimizing our ZenDesk platform, including, but limited to the following:
        Define and execute on world class Zendesk workflows; or have comparable experience in a similar system.
        Develop, test, and deploy continuous improvements of Zendesk for our BPO, Social CS team, APP team and .com team.
        Develop and educate our internal teams, international partners and BPO relationship on changes and improvements to Zendesk.
        Support development of reporting and dashboards in ZenDesk for CS team and product teams.
    Can maintain and advise on the best practices for Zendesk within our customer service department, .com, app and social media teams. 
    Bring a strong understanding of how Zendesk works in a customer service setting, or similar multi-channel customer care SaaS tool. 
    Build customer care impactful and easy to digest dashboards and ad hoc reports to support multiple departments.
    Conduct ad hoc analysis of customer care data to support marketing, product management and ops team respectively.
    Provide system access for all global agents.
    Help create and keep updated SOP (Standard Operating Procedures) manuals when needed for domestic and international agents.
    Serve as one of the main points of contact internally and externally for Owlet.  Professionally handle escalation cases and provide suitable resolutions to keep customers satisfied.

People, Project and Process Management

Help inspire, lead, manage, coach, and develop a world-class customer experience team comprised of internal Owlet representatives and our Business Process Outsourcing (BPO) partner.  This will apply to domestic as well as international partners.

To love and be successful in this job, you will need to possess the below competencies, skills and education.

    Competencies
    Organization: ability to manage multiple projects with many subtasks with great ease.
    Communication: effectively communicate with technical and non-technical people at all levels of the company
    Conflict Management: be very comfortable to step up and resolve conflict quickly and find common ground to settle disputes equitably with minimum noise to the organization.
    Decision Quality: Make good decisions based on analysis, wisdom and experience.

Skills

    Significant track record in a multi-channel customer facing environment is essential (including online, telephone, B2C and direct).
    Strong analytics mindset and business analytical skills (not looking for a data scientist). Able to think about customer care issues through both quantitative and qualitive lenses.
    Must have experience of creating, delivering and embedding digital solutions in a customer contact setting
    Solid project management skills with a “process improvement” mindset; ability to strengthen how we get work done and eliminate chaos.
    Strong leadership skills and ability to develop and manage successful development and deployment of Zendesk workflows across multiple channels and departments. Customer-focused, with energetic, motivated positive personality.
    Ability to effectively communicate information and ideas in written and verbal format, manage remote partners, build and maintain relationships as well as the ability to lead/influence in a multi-functional and highly collaborative environment.
    Strong project management and organizational skills as well as advanced knowledge skills in Power Point, Excel and Word.
    An exceptional level of interpersonal skills in order to influence internal and external stakeholders to drive business outcomes.
    Ability to interpret data and map customer experience journeys across multi-channel environments.
    Passion for improving processes and making things work efficiently.
    Confident in voicing concerns and identifying issues to address as needed across the company.

Education

    BS or BA in Communications and/or Business Administration.
    Four plus years or relevant experience in then customer care B2C  space. 

EVALUATION CRITERIA:

Owlet employees participate in quarterly evaluations that include;

    Goal reviews
    Performance feedback
    Behavioral feedback
    Training and development opportunities
    Manager feedback

PERKS

    Flex time scheduling
    Competitive compensation based on experience
    Product discounts