Director - Customer Service - Spokeo - Pasadena

Job description
We are seeking a strategic, results-oriented professional to lead our customer care efforts. A successful leader in the director of customer service position will be comfortable using data analysis to develop strategy and applying project management skills to bring ideas into operation.

Day-to-Day Responsibilites of the Position Include:
Define metrics to measure customer care quality across across all channels (phone, email, other) for all products
Continuously improve customer care quality
Continuously improve customer care efficiency and resource utilization
Research and implement tools as required
Forecast and budget expense for the entire department
Develop and implement a comprehensive, multi-channel retention program using, inbound/outbound telesales, offer/product strategy, customer communications
Partner with various departments such as Marketing to maximize the productivity of retention telesales resources in save and winback activities
Develop and implement customer feedback programs to understand reasons for customer attrition

Desired Skills and Experience
Desired Skills and Experience:
5 – 10 leading a large metrics-based customer care organization
BS/BA degree
Demonstrated ability to lead programs from ideation to production
Excellent communication skills
Creative thinker with a data-driven orientation
Positive attitude and risk taker
We Provide:
Top Salary
Flexible Hours
Casual Dress Code
Stock Options
Free Lunch Catering Every Day
Nerf Gun Armory
Medical, Dental, and Vision Benefits
Fully Stocked Fridge and Snacks
Ping Pong, Foosball, and Pool
Mental and Spiritual Fulfillment

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