Job OverviewIn this role, you will be part of a leadership team that is at the center of creating and delivering world class customer experiences and an environment that facilitates our experts in doing the best work of their lives. In this role, you will lead a team responsible for delivering world class customer experiences through our partner network. You will be the advocate and voice of this growing team, and a key leader in scaling support to deliver on product support and growth targets. You will be accountable for driving performance across multiple partner expert teams with efficiency and rigor, leading change management, advocating for platform improvements, as well as coaching your leaders to deliver on new levels of support and engagement with our high value customers.
QualificationsProven track record of success and significant experience in a fast-paced organization, leading customer centric operations and teams. The ideal candidate is a:
- Customer Experience Advocate : 7+ years of leading customer experience, removing friction and delivering stellar human customer experiences.
- Premium Experience Delivery – experienced delivery leader for high value, complex customer groups
- Team and Talent Builder : Has substantial leadership experience and a proven track record as a talent steward with proven history of hiring, managing and developing a high performing and engaged team. Experience leading large scale teams of over 200 a plus.
- Boundaryless Leader : Cross-functional leadership experience, partnering to influence different functions at all levels
- Product and Business Acumen : Customer champion with a design mind-set and demonstrated strengths in improving or designing new customer and expert experiences. Has developed clear and compelling business cases that support prioritization of work and investments.
- Customer Success and Support Expert : Proven ability to lead and develop large scale customer success teams and foster a high performance culture in a virtual environment through internal and partner workforce. Experience delivering customer experiences for Consumer Platform customers a plus.
- Change Leader : Experience in a dynamic work environment, managing and executing complex system and organizational change initiatives.
- Communicator : You will be fluent in English and have excellent written and verbal communication skills including an ability to communicate complex issues simply. Proficient in MS Word, Excel, and PowerPoint
- Bachelor's degree or equivalent practical experience, MBA or focus in Accounting/Finance/ Tax a plus
- Minimum of 7 years of experience primarily in service delivery, customer success or account management in a people leadership role
As this role will require collaboration across multiple teams, it will require up to 25% travel.