Director - Service Quality & Social Media - Outerwall - Bellevue

Job description
Director of Service Quality & Social Media

Position Overview
The Director of Service Quality & Social Media provides leadership and supervision to the Quality of Service and Social Media Service teams. The Director of Service Quality & Social Media works closely with peers and business partners to improve the customer experience with our products and processes. The Director uses all voice of customer channels, including social media and executive complaints, to improve quality in the contact centers. This role supports the customer service vision to become a value center for the lines of business.

Summary of Key Responsibilities:
Works with all lines of business and internal team to share insights on quality of service and voice of customer, using relevant data from all delivery channels and tools.
Attracts talent, develops, coaches and retains high-performance team members, empowering them to elevate their level of responsibility and performance, and coaches staff to develop consistent, high quality project deliverables.
Develops and implements communications or meetings to share customer service insights with a broad range of stakeholders.
Drives the translation of customer feedback into actionable solutions for continuous improvement.
Works collaboratively with peers and business partners to improve customer satisfaction and first contact resolution. Effectively influences senior leaders to take action on processes that cause customer dissatisfaction.
Works with vendor management to insure a robust and consistent quality program is driving agent behavior to better serve customers.
Develops and implements social media support strategy and best practices across various platforms and social communities (e.g. Facebook, Twitter, Pinterest, Instagram, YouTube, Tumblr, Google+, etc.) in collaboration with Marketing, PR, and other relevant departments.
Ensures social media playbook(s) clearly articulating brand style, tone and voice are in place and used by social media team.
Establishes management routines for quality and social media teams to escalate issues and flag potential concerns to appropriate personnel based on established crisis management plan.
Implements the necessary systems, processes, and tools to better support collection and reporting of voice of customer from across all channels.
Identifies opportunities, trends and features in the social media space. Justifies investments in new social media channels or tools for service through business metrics (ROI), optimization and testing.
Follows relevant feeds, blogs, pages, and other companies to stay up-to-date on the latest trends.
Oversees the escalated complaint process for complaints to executives, Better Business Bureau, or other 3rd parties.

Desired Skills and Experience
BA Business or related degree required, advanced degree preferred.
10+ years of experience directing cross-functional teams.
8+ years in a leadership role managing people.
Extensive leadership experience managing a team. Experience building collaborative environments.
Excellent verbal and written communication, interpersonal and presentation skills.
Strong influencing skills. Ability to communicate voice of customer to improve the customer experience in the lines of business.
Demonstrated comfort level with challenging the status quo in order to create and promote cutting edge solutions.
Proven ability to quickly access and integrate organizational business needs with internal client business needs.

Preferred Qualifications:
Six Sigma or LEAN experience.
Comprehensive knowledge of contact center tools, technologies and processes is a plus.
Master’s degree.
Additional Requirements
25% or more travel may be required

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