What are the responsibilities and job description for the Director, Customer Experience position at Zappos.com?
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At Zappos, we look for people who will show up as their whole self because we value diversity and inclusion, as well as people who enjoy fun and maybe even a little weirdness. So be sure to check on whether you’re aligned with our company values and culture. If you think you can see yourself delivering WOW as a member of the Zappos family, then check out the job description below!
Company Culture is at Our Core
Our
Do our values speak to you?
10 Core Values
are more than just words, they're a way of life. We know that companies with a strong culture & a higher purpose perform better in the long run. Do our values speak to you?
1. Deliver WOW Through Service
2. Embrace and Drive Change
3. Create Fun and A Little Weirdness
4. Be Adventurous, Creative, and Open-Minded
5. Pursue Growth and Learning
6. Build Open and Honest Relationships With Communication
7. Build a Positive Team and Family Spirit
8. Do More With Less
9. Be Passionate and Determined
10. Be Humble
2. Embrace and Drive Change
3. Create Fun and A Little Weirdness
4. Be Adventurous, Creative, and Open-Minded
5. Pursue Growth and Learning
6. Build Open and Honest Relationships With Communication
7. Build a Positive Team and Family Spirit
8. Do More With Less
9. Be Passionate and Determined
10. Be Humble
Company Perks: Quick Reference
- Zappos pays 100% of every employee’s medical, dental, and vision benefits.
- Zappos pays 100% of 12 therapy, mental health, or coaching session annually.
- A multitude of benefits and incentives to stay mentally and physically healthy and fit.
- Meaningful assistance programs like professional development, mentoring, and 401k with employer contribution.
- Paid time off for life, vacations, staycations, and rest.
- A generous Zapponian discount program.
- Make an impact through volunteer adventures and other community programs.
- Want to have some fun, too? Yes, please! Enjoy team building, family spirit, and plenty of room to recharge!
Zapponian [noun| employee of Zappos]. You are self-motivated. You think like an entrepreneur, constantly innovating and driving positive change, but more importantly, you consistently deliver mind-boggling results.
Bold [adjective| not afraid of anything]. A role at Zappos is an opportunity to be a part of something different. To go bold. We’re a company that isn’t afraid to take risks and question the status quo. Oh yeah, we like to have fun too.
Perks [noun| the good stuff you get for working hard]. Zappos pays 100% of your medical, dental and vision premiums. Primary care visits, dental exams, eye exams and generic prescriptions are all free. Plus matching 401k, life coaches, orthodontic benefits, and more. And don’t forget, an unlimited 40% Zappos.com discount.
1990s [noun| a decade we love, but no longer live in]. Old school cover letters are so 1990. Want to show us who you really are? Create a video cover letter. A flash mob, a comedic monologue… whatever showcases your passion for Zappos and the work you’d be doing! Videos are not required, but if you create it, we’ll watch it.
Scout [noun| you're a recruiter, too]. As a Zapponian, we’ll ask that you always keep your eye out for great talent to join our family. Consider yourself an extension of the recruiting team, scouting for the best people to grow our company.
SUMMARY
As the Director of Customer Experience at Zappos.com, you will lead our efforts to create and maintain outstanding experiences for our customers at every touchpoint. You will be responsible for developing and executing strategies to enhance customer satisfaction, loyalty, and advocacy while driving continuous improvement across all customer-facing channels. This role requires a visionary leader with a passion for customer-centricity, strong analytical skills, and a track record of driving results in a fast-paced, contact-center environment.
You will lead a team responsible for delivering exceptional customer experiences across multiple contact channels, both domestically and globally. Your role involves strategic leadership, team management, customer experience management, employee engagement and development, and operational excellence.
You will lead a team responsible for delivering exceptional customer experiences across multiple contact channels, both domestically and globally. Your role involves strategic leadership, team management, customer experience management, employee engagement and development, and operational excellence.
WHAT YOU WILL BE DOING
- Driving Innovation: Push the needle on customer experience, leveraging cutting-edge technologies and creative solutions.
- Strategic Leadership: Develop and implement plans to optimize contact center operations and drive continuous improvement.
- Team Management: Lead and mentor a diverse team, fostering a culture of excellence and collaboration.
- Customer Experience Management: Define strategies to exceed customer expectations and analyze customer feedback and quality assurance data for insights.
- Employee Engagement and Development: Champion a positive work culture and provide coaching and training to support employee growth.
- Operational Excellence: Ensure efficient operation of technology, systems, and processes, and collaborate with cross-functional teams to resolve issues.
- Sharing qualitative and quantitative customer data and insights to ensure senior leaders keep a pulse on customer sentiment, to inform decision-making, and to support ongoing innovation & improvements.
- Resource allocation considering annual planning/budgeting, staffing, and utilization of internal staff.
- Maintaining a working knowledge of the entire call center operation as well as project operation.
- Designing long-term strategies and mechanisms to ensure right outcomes for the business and customers.
- Developing and maintaining relationships with key stakeholders at outsourced contact center location(s).
WHAT YOU BRING TO THE TABLE
- At least ten (10) years of call center leadership experience, with extensive knowledge of call center fundamentals.
- At least eight (8) years of experience in budget management, project prioritization, and/or resource allocation.
- At least five (5) years of experience in workforce management and workforce management tools, with a focus on operations management experience, including forecasting, scheduling, and real-time operations management.
- Leadership Skills: Ability to inspire and motivate teams to achieve performance goals.
- Communication and Interpersonal Abilities: Customer-centric mindset with excellent communication skills. Strong interpersonal and leadership skills to influence across the organization.
- Contact Center Expertise: In-depth knowledge of contact center operations, technologies, and industry best practices.
- Global Operations Experience: Experience managing global contact center operations.
- Analytical Mindset: Proficiency in data analysis and performance metrics.
- Adaptability: Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities. Ability to prioritize amidst ambiguity and competing priorities.
- Familiarity with contact channel technology related but not limited to CRM, WFM, ACD, etc.
- Strong Project Management and prioritization understanding.
- Excellent problem solving and negotiation skills.
- Microsoft Office proficient.
WHAT REALLY WOWS US
- College degree in a related field of study.
The expected base pay range for this position is $172,500-201,000 per year; however, base pay offered may vary depending on job-related knowledge, skills, and experience. In addition, a full range of medical and other benefits is offered.
The Fine Print
The Zappos Family of Companies is committed to Equal Employment Opportunity regardless of race, color, national origin, gender, sexual orientation, age, religion, veteran status, disability, history of disability or perceived disability. If you need assistance or an accommodation due to a disability, you may email us at recruiting@zappos.com or call us at 1.702.943.7777.
To all recruitment agencies: We do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes.
Salary : $172,500 - $201,000
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