The Vice President, Customer Care will be responsible for the operations of Sunstrong's contact centers, including accountability for customer service effectiveness, cost, and contribution to customer sentiment
Job Summary
The Vice President, Customer Care will be responsible for the operations of Sunstrong's contact centers, including accountability for customer service effectiveness, cost, and contribution to customer sentiment.
This role is responsible for the development and continual evaluation of process, technology, labor, and digital engagement strategies for Sunstrong customers.
The preferred candidate will have significant experience as a customer service transformational leader, and/or specifically relevant management consulting, business process outsourcing, or technology-related professional services experience.
Matching Summary
The Vice President, Customer Care will be responsible for the operations of Sunstrong's contact centers, including accountability for customer service effectiveness, cost, and contribution to customer sentiment.
Skills & Requirements
Must-have
Contact center operations management
Customer service effectiveness
Cost control and minimization
Develop and implement policies
Call deflection strategies
Customer experience evaluation
Nice-to-have
Transformational leadership
Business process outsourcing
Technology professional services
Conversational Spanish fluency
Culture of accountability and care
Key Requirements
Five or more years of call center operations/management experience
Demonstrated departmental leadership experience
Experience managing 100+ seat contact center
BA/BS in business, marketing, communications, information technology or related degree OR equivalent work experience
Willingness to travel, including periodic international travel