Customer Care is at the center of these efforts. As the leader of our Care operation,, you will be responsible for transforming our approach from a managed cost center to an opportunity to add value to our customer experience. You will measurably improve the performance of our business as a whole by developing a best-in-class Customer Care team that reflects passion for the mission of the Times in every interaction, and improves customer satisfaction and retention as a result.. Your work will span existing print and digital products and growth areas such as mobile, Crosswords and International, and so will require you to work with partners to make exceptional customer care a company-wide effort. This position require a demonstrated ability to deliver results with large-scale, cross-functional teams and to successfully manage and prioritize multiple projects to ensure quality and on-time delivery.
Care strategy: As an experienced leader in the Customer Care / Service space who has managed contact center programs and understands this area of business, work with the Executive Director, Retention & Customer Experience to. articulate business and customer needs in a rapidly changing environment, challenge the status quo, and transform the Care strategy. Partner with other business leads in a matrixed environment to develop solutions that deliver exceptional customer experiences across all channels and customer touch-points, with the ability to effectively communicate concepts to all levels. Resolve complex and unique business challenges.
Care operations: Scale different Care channels up and down according to the needs of the business, including vendor-operated Care centers, in-house high-touch Care centers, and digital and alternate Care channels.
Thought leadership: As a leader on the Customer Care team,bring a deep understanding of the Care landscape. Keep a pulse on best practices, stay abreast on new vendors and opportunities in the Care space, and adapt this knowledge to benefit the Times program.
Customer Experience: Ensure overarching strategies are designed to align with our overall Customer Experience strategy and support the needs of our customers and internal stakeholders in Product, Brand, the Newsroom, and other departments across the company.
KPI Development: Develop key performance indicators that measure the health of the business across both compliance and satisfaction metrics. Analyze and present weekly performance by segment, engagement, and service level. Drive continuous improvement and efficiencies beyond immediate scope of responsibility.
Test and Learn: Drive results through innovation and be fearless in experimentation, investing aggressively where we can measure improvement and pivoting rapidly when necessary.
Leadership: Manage direct reports and provide ongoing feedback and development coaching, creating a collaborative environment and and strong working relationships with colleagues across the organization.
Qualifications:
Bachelor’s degree required. MBA preferred
Relevant work experience in Customer Care and experience working with Contact Center and or Customer Service organization required
Passion for the mission of The New York Times
Self-motivated, organized, strategic thinker that works independently
Superior communication, presentation, and facilitation skills
High energy and detail oriented
Ability to make an immediate impact in a fast-paced environment
Strong project management skills including ability to manage multiple priorities at once, build relationships and work effectively with internal and external partners
Exceptional analytical and critical thinking skills
Success at managing teams in complex environments.
Flexible and collaborative approach to solving problems
Ability to influence multiple internal and external stakeholders
Relentless desire for innovation
Now submit your application online and subscribe to email or follow us on twitter to get similar jobs in the future.
Posts
