Senior Director - Customer Service - Zynga - San Francisco

Job description
Zynga seeks a proven customer service leader to lead their global customer service operations. The Senior Director, Customer Service is responsible for the overall direction, coordination, quality and output of our customer service team.
The ideal candidate has the ability to stay focused and keep up with our continuous and fast-paced product cycle - all while motivating others to meet the daily challenges of an extremely deadline-driven environment. This position requires a candidate who has the ability to drive process improvements while motivating others to meet the challenges of an extremely customer focused and metrics driven organization. The candidate will have a strong commitment to employee development (including an emphasis on selection and retention), as well as an exceptional level of dedication, motivation and intelligence. Strong communication skills as well as a strong technical and analytical aptitude are required.
We are looking for someone who can see the bigger picture, question assumptions and existing ways of doing things. This candidate will provide the leadership and management guidance to evolve our operations while supporting new and existing product and services in both domestic and international markets. If you are someone who owns outcomes, loves fast paced environments and most importantly has a laser focus on improving the customer experience, join us!

Responsibilities:
Work with our international leadership teams, lead and manage support teams located globally; responsible for the overall direction and performance of the customer operations team
Collaborate with development studios and launch partners to ensure Customer Service readiness for all new product launches
Effectively partners and builds productive working relationships with direct reports, peers, leadership, and partner management teams
Work closely with our Quality Assurance and development studios to represent the voice of the player in order to drive product improvements
Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within their organizational units, as well as serving as an outstanding role model and advocate of the customer
Oversees all aspects of people management within our customer service operations including: recruitment, selection, training, performance management, coaching, and motivation
Meet/exceed customer satisfaction and Net Promoter Score goals
Monitor operational activity (volumes, key performance indicators/metrics, corrective action reporting, performance plans, trends, client/project content changes, etc.)
Analyze and report on customer satisfaction levels and NPS results as well as other key metrics/business drivers
Develop and execute accurate capacity plans based on email, chat and phone volumes
Responsible for cost management (first contact resolution, process optimization and technical enhancements) and ensuring that support costs are within plan and in alignment with our studio/product teams
Develop and leverage strategies to ensure consistency in customer care
Solving complex customer service issues and proactively heading off negative service trends
Identifying and eliminating root cause barriers to accuracy, productivity, and quality
Developing and achieving performance goals and objectives in order to meet and ultimately exceed customer expectations
Manages workflow, handles escalations, proactively engages resources to address issues, and effectively delegates workload across the leadership team
Participates in business leadership meetings; develops and drives strategies and programs that improve the customer experience and competitive position of the organization
Drives creation of staffing plans, schedules, quality initiatives, process change initiatives
Requirements:
10+ years successful experience managing customer service operations with demonstrated progressively increasing responsibility
Prior experience supporting a brand known for their customer centric approach
BA/BS degree, MBA strongly preferred
Strong communication and interpersonal skills and the ability to motivate and inspire large groups of people are a must
Excellent knowledge of statistical concepts and their application to operations
Advanced Excel knowledge
Project Management experience
Ability to travel both domestic and internationally
Knowledge of Six Sigma/Lean Processes
Direct experience managing contact center vendors in an on-line, b2c environment

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