Director, Customer Experience and Operations – Driving Exceptional Customer Delight at careerzynith
At careerzynith, we're revolutionizing the way people experience credit, making it more honest and friendly. We're proud to be a part of this movement, and we're looking for a talented leader to join our team as the Director of Customer Experience and Operations. As a key member of our leadership team, you'll be responsible for crafting a culture of delighting our customers and driving exceptional customer experience through customer-centric thinking.
**About careerzynith**
careerzynith is a leading fintech company that's changing the way people think about credit. We're committed to providing our customers with the flexibility to buy now and pay later without any hidden fees or compounding interest. Our mission is to make credit more honest and friendly, and we're proud to be a part of this movement.
**The Role**
As the Director of Customer Experience and Operations, you'll be responsible for leading the delivery of all aspects of our Customer Care teams in an omni-channel environment. This includes developing a high-performing team, managing their performance, and ensuring that the conditions for success are in place. You'll also be accountable for the day-to-day operations and performance of our Customer Care teams, including qualitative and quantitative targets to improve overall customer experience and productivity across the team.
**Key Responsibilities**
* Develop a high-performing team by defining talent needs, building a diverse team, and retaining top talent by creating an environment where the team is empowered and trusted to make decisions, encouraged to try new things, and supported in working together to solve problems.
* Lead the scaling of the team in a hyper-growth environment, including managing the team's change resilience and minimizing performance impacts that can be associated with change.
* Accountable for the day-to-day operations and performance of our Customer Care teams, including qualitative and quantitative targets to improve overall customer experience and productivity across the team.
* Consistently improve the Customer Experience across our key channels and products by using insights on NPS, CSAT, CES, etc. and other identified metrics.
* Deliver on defined Objectives and Key Results (OKRs) and performance measures against company goals.
* Use strong presentation and communication skills to report findings and recommendations to Leadership and business leadership teams.
* Keep ahead of industry developments and apply best practices to areas of improvement.
* Identify and implement strategic changes in the team to generate efficiencies and drive better customer experiences while ensuring the teams adhere to regulatory and compliance requirements.
**What We Look For**
* 7+ years of experience within a management or leadership position, preferably in the financial services, fintech space, or sophisticated operational or transactional processing role.
* Thrives in a fast-paced environment with constant change and a rapidly growing team; is able to make measured, objective, data-driven decisions.
* Proven track record of delivering extremely high levels of satisfaction across a customer base while also taking pride in driving operational efficiencies.
* Forward-thinking approach with the ability to problem-solve sophisticated issues to drive shared goals and outcomes across internal and external teams.
* Demonstrates partnership, relationship-building, and driving to mutual understanding at all levels of an organization.
* Experience in building world-class teams by developing empathetic people managers and a team of customer advocates and product evangelists.
* Maintains composure and acts as a role model to the team when presented with barriers or when results were not as expected.
* Strong customer empathy and service level focus.
**What We Offer**
* Competitive salary and benefits package.
* Opportunity to work with a leading fintech company that's changing the way people experience credit.
* Collaborative and dynamic work environment.
* Professional development opportunities.
* Flexible work arrangements, including remote work options.
* Access to cutting-edge technology and tools.
* Opportunity to work with a diverse and inclusive team.
**Location**
This role is remote, and you'll be working from home. careerzynith is a remote-first company, and we're committed to providing our employees with the flexibility to work from anywhere.
**Grade**
This role is a grade X position.
**Visa Sponsorship**
careerzynith does not offer visa sponsorship for this position.
**Inclusivity**
At careerzynith, we're committed to creating an inclusive and diverse work environment. We believe that diversity and inclusion are vital to our priorities as an equal opportunity employer. We're happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.
**How to Apply**
If you're excited about this role and want to join our team, please submit your application through our website. We're eager to meet people who believe in our mission and can contribute to our team in a variety of ways.
Apply for this job
**About careerzynith**
careerzynith is a leading fintech company that's changing the way people think about credit. We're committed to providing our customers with the flexibility to buy now and pay later without any hidden fees or compounding interest. Our mission is to make credit more honest and friendly, and we're proud to be a part of this movement.
**The Role**
As the Director of Customer Experience and Operations, you'll be responsible for leading the delivery of all aspects of our Customer Care teams in an omni-channel environment. This includes developing a high-performing team, managing their performance, and ensuring that the conditions for success are in place. You'll also be accountable for the day-to-day operations and performance of our Customer Care teams, including qualitative and quantitative targets to improve overall customer experience and productivity across the team.
**Key Responsibilities**
* Develop a high-performing team by defining talent needs, building a diverse team, and retaining top talent by creating an environment where the team is empowered and trusted to make decisions, encouraged to try new things, and supported in working together to solve problems.
* Lead the scaling of the team in a hyper-growth environment, including managing the team's change resilience and minimizing performance impacts that can be associated with change.
* Accountable for the day-to-day operations and performance of our Customer Care teams, including qualitative and quantitative targets to improve overall customer experience and productivity across the team.
* Consistently improve the Customer Experience across our key channels and products by using insights on NPS, CSAT, CES, etc. and other identified metrics.
* Deliver on defined Objectives and Key Results (OKRs) and performance measures against company goals.
* Use strong presentation and communication skills to report findings and recommendations to Leadership and business leadership teams.
* Keep ahead of industry developments and apply best practices to areas of improvement.
* Identify and implement strategic changes in the team to generate efficiencies and drive better customer experiences while ensuring the teams adhere to regulatory and compliance requirements.
**What We Look For**
* 7+ years of experience within a management or leadership position, preferably in the financial services, fintech space, or sophisticated operational or transactional processing role.
* Thrives in a fast-paced environment with constant change and a rapidly growing team; is able to make measured, objective, data-driven decisions.
* Proven track record of delivering extremely high levels of satisfaction across a customer base while also taking pride in driving operational efficiencies.
* Forward-thinking approach with the ability to problem-solve sophisticated issues to drive shared goals and outcomes across internal and external teams.
* Demonstrates partnership, relationship-building, and driving to mutual understanding at all levels of an organization.
* Experience in building world-class teams by developing empathetic people managers and a team of customer advocates and product evangelists.
* Maintains composure and acts as a role model to the team when presented with barriers or when results were not as expected.
* Strong customer empathy and service level focus.
**What We Offer**
* Competitive salary and benefits package.
* Opportunity to work with a leading fintech company that's changing the way people experience credit.
* Collaborative and dynamic work environment.
* Professional development opportunities.
* Flexible work arrangements, including remote work options.
* Access to cutting-edge technology and tools.
* Opportunity to work with a diverse and inclusive team.
**Location**
This role is remote, and you'll be working from home. careerzynith is a remote-first company, and we're committed to providing our employees with the flexibility to work from anywhere.
**Grade**
This role is a grade X position.
**Visa Sponsorship**
careerzynith does not offer visa sponsorship for this position.
**Inclusivity**
At careerzynith, we're committed to creating an inclusive and diverse work environment. We believe that diversity and inclusion are vital to our priorities as an equal opportunity employer. We're happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process.
**How to Apply**
If you're excited about this role and want to join our team, please submit your application through our website. We're eager to meet people who believe in our mission and can contribute to our team in a variety of ways.
Apply for this job