Reporting to the Sr. Director of Customer Care, this leader plays a critical role in shaping the customer experience for the department. Oversee effectiveness of all Customer Care training curricula and the day-to-day functions of the training and quality assurance departments. Serve as the Customer Experience thought leader and change catalyst to initiate needed culture and process improvements Identify customer insights and key drivers of negative and positive customer experience based on analysis of surveys and other feedback sources. 5+ years of training and quality leadership experience. Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.
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