Director - Customer Service - iRobot Corporation - Bedford

Job description
Our Home Robots Business Unit is actively pursuing a new Director of Customer Service. This strategic position is responsible for the design and execution of a unified consumer service strategy to ensure iRobot customers are serviced properly by our Distributors and our call centers. Develop and monitor contract KPIs to ensure quality customer service. This individual must collaborate cross functionally to improve the customer experience and foster the iRobot brand. In addition, this person will be responsible to present the Voice of the Consumer feedback to the Home Robots Business Unit. A background in Consumer products is required.


Essential Functions/ Job Duties

What you will do

Manage Five Keys Area

Call Center Operations (4 outsourced call centers, service inventory management, logistics and warehousing)
The Consumer experience
Infrastructure (CRM, automated translations, robot data collection, robot data portal, data warehousing, and cross functional integrations)
Training (call center and technician)
Post Sales Distributor communication (service alerts, reworks, feedback into HBU quality)You will also
Manage NA and LatAm regions with an eye on global customer services operations
Develop a short and long-term strategy, roadmap and business plan to deliver proper care, foster distributor relationships and adhere to the iRobot long-term strategy.
Manage communication to distributors and repair facilities ensuring the latest product updates, new product launches, service related information and logistics are aligned.
Establish compliance and quality standards and ensure distributors meet the iRobot standards for customer service excellence and emphasize the iRobot brand
Establish and manage key performance indicators (KPI) for service metrics daily, weekly, monthly for 3 rd party call centers
Work closely with key stake holders to establish long term infrastructure strategy
Establish systems and processes for making delivery more efficient, effective and branded
Monitor the quality of released learning offerings and escalate issues as appropriate
Establish systems for monitoring the usage of the content/courses deployed to identify content effectiveness, as well as continuous improvement opportunities
Identify and resolve issues with translation process, product marketing, engineering, quality assurance and product release teams.
Ability to recognize accompanying revenue stream/possibilities such as Extended warranties, Repair facilities, accessories, and service parts.
Identify and maintain strong relationships with key opinion leaders, customers, professional associations, and advisory boards.
Assure superior support levels are maintained while identifying and formulating long term quality improvement, cost reduction and growth strategies.

Qualifications
A Bachelor's degree is required. Post graduate degree is preferred.
Prior demonstrated success in a similar position (200 person, outsourced call centers, $300M+ product revenue, consumer products industry)
Demonstrated success in designing, developing, implementing a world class customer service organization for internal or external customers.
Experience establishing and managing key performance indicators (KPI) for service metrics daily, weekly, monthly for 3 rd party call centers
Previous experience managing a direct team of 10 or more
Demonstrated ability to drive change and influence individuals at all levels of the organization and to take appropriate risks.
Experience selecting and deploying a Customer Relationship Management system, globally.
Sound decision making capabilities & the ability to make decisions in absence of consensus when necessary.
Excellent organizational skills and ability to meet tight deadlines in an environment of competing priorities.
Excellent interpersonal, communication and negotiation skills for a wide variety of audiences.
Previous experience supporting consumer electronics desired.
Inventory and warehouse management experience helpful. Equal Opportunity Employer Minority/Female/Veteran/Disabled

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