Vice President, Customer Care, Experience & Advocacy About the Company Popular provider of tax preparation services
Industry
Retail
Type
Public Company
Founded
1955
Employees
10,001+
Categories Business Consulting ServicesConsultingRetailService IndustryAccounting and Tax PreparationKansas CityTax CompanyTax PreparationTax RefundTax ServicesTaxesConsulting & Professional Services Specialties multi-unit management tax preparationfinancial servicesmulti-unit management tax preparation financial services Business Classifications B2B About the Role The Company is seeking a VP of Customer Care with a focus on Experience and Advocacy. This role is pivotal in driving the company's customer-centric strategy, with a strong emphasis on innovation, growth, and the delivery of exceptional customer experiences. The successful candidate will be responsible for leading the contact center operations, developing and implementing innovative strategies, and leveraging data to enhance customer interactions. A deep understanding of customer-centric principles is essential, as is the ability to foster a culture of excellence and engagement among agents. The VP will also be at the forefront of integrating advanced technologies, including ML/AI, to enhance the customer and agent experience.
Candidates for this role at the company should have a Bachelor's degree in a relevant field, with an MBA or advanced degree preferred, and at least 10 years' experience in call or contact center management, including a minimum of 5 years in a senior leadership position. The role requires a visionary leader with a proven track record in contact center strategy, including the implementation of automation and AI tools. Expertise in increasing Customer Lifetime Value and a commitment to maintaining brand integrity through high-quality customer interactions are also key. The VP will be expected to have excellent leadership, communication, and interpersonal skills, and the ability to collaborate effectively across departments.
Hiring Manager Title
Chief Strategy and Operations Officer
Travel Percent
Less than 10%
Functions General ManagementOperationsStrategy