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Job Details

Director Customer Service Operations

Colorado Springs, CO, United States

Posted on
Jan 05,2019

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**MEMBERS ONLY**SIGN UP NOW***. brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at **MEMBERS ONLY**SIGN UP NOW***..

Benefits for new hires start on Day 1.

Job Summary:

Responsible for supporting customer experience operations for the Sales & Marketing/Loyalty group in multiple facets to help create a positive employee and customer experience. Leads call center implementation and support projects on behalf of the Loyalty Centers of Excellence in Colorado Springs, CO and Minnetonka, MN. Assists in identifying and developing best practices, policies and programs that result in an improved agent experience and, ultimately, a great customer experience.

Employees at all levels are expect to:

- Understand our Operating Principles; make them the guidelines for how you do your job.

- Own the customer experience-think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.

- Know your stuff-be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.

- Win as a team-make big things happen by working together and being open to new ideas.

- Be an active part of the Net Promoter System-a way of working that brings more employee and customer feedback into the company-by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.

- Drive results and growth.

- Respect and promote inclusion and diversity.

- Do what's right for each other, our customers, investors and our communities.

Primary Responsibilities:

- Responsible for the overall management and strategic planning involved with important and large-scale business projects.

- Provides customer service leadership and direction related to call center processes, tools, infrastructure, employee empowerment & support, simplification and standardization.

- Contributes to the development of the organization's business strategy specifically focused on the agent experience and consumer loyalty.

- Interprets business strategy and develops organizational objectives to align with this strategy.

- Directs and participates in planning activities related to the preparation of operating budgets and forecasts of operations.

- Tracks, analyzes, and reports on key departmental initiatives.

Core Responsibilities:

- Provides customer service leadership with regard to all facets of operations analysis, performance management, and time entry.

- Directs and participates in planning activities related to the preparation of operating budgets and forecasts of operations.

- Tracks, analyzes, and reports performance data on key departmental initiatives.

- Partners with interdepartmental and field leaders to forecast, appraise, and report operating results in terms of performance against plan.

- Develops service policies, programs, and systems to support strategic direction.

- Monitors the expense process; establishes budgets and constraints to assure expense goals are met.

- Consistent exercise of independent judgment and discretion in matters of significance.

- Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary in order to meet business needs.

- Other duties and responsibilities as assigned.

Job Specification:

- Education Level-Bachelor's Degree or Equivalent; Master's degree preferred

- Field of Study-Business

- Years of Experience-Generally requires 10 years related experience showcasing progressive responsibilities.

**MEMBERS ONLY**SIGN UP NOW***. is an EOE/Veterans/Disabled/LGBT employer

Company info

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