We are looking for a Director, Global Customer Care - Operations & Analytics to join our growing team! In this role, you will be responsible for helping our Global Customer Care teams with organizational capacity planning, identifying bottlenecks, and continuous improvement. You will effectively leverage and interact with teams across the organization to ensure operational effectiveness. Be a strong partner to Client Services, Knowledge Management, Support, Customer Success, and Account Management where you will optimize communications, interactions, and efficiencies.
What You'll Do
Provide overall Program Management including:
Helping operations leaders with organizational capacity planning, current, and future bottlenecks, and being a strong partner.
Optimizing processes and systems to increase the overall effectiveness of the customer journey process.
Understanding of Customer Operations and Readiness Experience (CORE) customer journey methodology and how the operations relate to this.
General understanding of the Phenom platform and modules.
Reporting And Analytics
Developing and analyzing weekly, monthly, and quarterly Business Reviews for leadership.
Use current Phenom management systems for consolidated reporting.
Provide business insights to operations leaders based on data.
Identify areas for continuous improvement within operations based upon data.
General data provider for ad hoc requests.
Work Experience
7+ years experience in an Operations and Analytics role.
Deep detail orientation and organizational skills.
Program/project management skills.
Hands-on experience with ServiceNow and Looker (preferred), and/or any other business intelligence and ticketing software tools.
Willingness to learn, unlearn, and think on your feet.
Flexibility and nimbleness.
Ability to communicate with confidence.
Applicants for this role must be currently authorized to work in the United States. At this time, we are not accepting applicants who require sponsorship, whether now or in the future.
Benefits
We want you to be your best self and to pursue your passions!
Health and wellness benefits/programs to support holistic employee health
Flexible hours and working schedules, as well as parental leave for new parents
Generous vacation policies & holiday time off
Growing organization with career pathing and development opportunities
Tons of perks and extras in every office and even to those who work remotely!
Diversity, Equity, & Inclusion
Our commitment to diversity runs deep! Diversity is essential to building phenomenal teams, products, and customer experiences. Phenom is proud to be an equal opportunity employer taking collective action to build a more inclusive environment where every candidate and employee feels welcomed.
We recognize there is more to be done. Our teams are committed to continuous improvement until these powerful ideas are ingrained in our culture for Phenom and employers everywhere!
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Software Development
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