Become A Customer Service Director

* The following and other duties may be assigned as necessary:
* Enthusiastically supports, actively promotes, and demonstrates superior customer service in accordance with department and company standards and programs.
* Ensures customer service standards are followed by all team members and addresses issues as they arise.
* Responsible for the overall achievement of department and property customer service goals.
* Develops, evaluates, enforces, reviews and approves changes or revisions to operating practices, procedures and standards based on business trends and practices.
* Designs, develops and implements tools to facilitate service observations, direct service measurements, and informal customer interactions, in-order to evaluate effectiveness of key service delivery systems.
* Ensures that scheduling is done in an effective and efficient manner, while maintaining labor costs, meeting staffing objectives and achieving guest satisfaction.
* Leads management and/or team member training related to Service Culture.
* Communicates service vision clearly and influences at all levels within the organization.
* Facilitates Customer Service meetings with property management teams & team members; motivating continuous improvement directed toward enhancing guest experiences.
* Analyzes quantitative and qualitative data (e.g., customer satisfaction survey data) to evaluate critical touch points in the customer journey.
* Converts data into useful and actionable information.
* Uses analytical skills to understand the correlation of service components that impact the customer experience.
* Uses analytical skills and ability to influence key leaders during the development of service process standards, improvements, and measurements.
* Manages and communicates results of the property shop program, electronic property guest service feedback system and all other forms of guest feedback.
* Represents and communicates the customer’s views during intra-property meetings pertaining to service, event planning, and new product introductions.
* Partners with the Human Resources on an as needed basis to design/create, integrate and lead customer service initiatives and programs.
* Partners with operational departments to establish service standards and metrics.
* Partners with the leadership teams to create service recovery programs.
* Partners with functional areas to prepare for service delivery adjustments (e.g., employee scheduling, supplies, support teams, contingency plans) based on business volumes.
* Reviews all guest communication, preparing and following through, in a timely manner.
* Communicates guest feedback on a regular basis to the Executive team and appropriate department leaders.
* Partners with Human Resources and operational departments on creation and/or execution of team member recognition initiatives to increase overall customer service.
* Performs active follow-up on each guest experience initiative and communicates status of all assigned projects on a regular basis.
* Mentors and serves as a liaison to the Security Manager according to business needs.
* Oversees relationship with 3 rd party Valet contractor according to business needs.
* Must adhere to regulatory, department and company policies.
* Perform all job duties in a safe and responsible manner.
* Compiles information, complete and submit reports to authorized management or Accounting as required.
* Maintains strict confidentiality in all departmental and company matters.
* SUPERVISORY RESPONSIBILITIES
* This job has supervisory responsibilities.
* Responsible for staff development and training programs.
* Responsible for rewards and recognition program to maximize overall customer satisfaction.
* Evaluates team members within department and delivers constructive feedback to employees in regards to performance.
* Determines recommendation for staffing (including interviewing and hiring) and scheduling (planning, assigning and directing work) to meet business needs.
* Determines work procedures and expedites workflow.
* Responsible for employee performance (disciplining, coaching, counseling).
* To be successful in this position it will require the following skill set

* Business Process Improvement & Execution
* Work to support cross-functional improvement initiatives as a change agent to enhance organizational impact and drive implementation of critical initiatives.
* Partner with the other Direct Reports to the SVP, LSPS to lay the foundation for change management and effective project execution across the LSPS organization.
* Evaluate opportunities to improve operational efficiency and effectiveness, providing thought leadership that drives business concept to action.
* Utilize expertise in innovation and process improvement methodologies (e.g., Lean, Six Sigma, Agile, etc.) to advise organization in best approaches to implementing change initiatives.
* Align Project MILE to the correct projects with strategic objectives and identify opportunities to increase efficiencies, quality and service.
* Guide cross-functional alignment of goals and execution, and help teams/departments drive strategic partnerships and new initiatives forward together.
* Provide program management support to LSPS’s key strategic and operational priorities.
* Strategic & Business Planning
* Coordinate and guide the LSPS’s strategic and operating plans.
* Assess organizational performance to identify competitive advantage, strategic options, and performance improvement opportunities.
* Develop methods and metrics to assess and ensure the development, communication, execution and refinement of the LSPS strategic plan.
* Support organizational alignment around the Strategic Plan by partnering with core internal functions to deliver on organizational commitments.
* Oversee provision of a portfolio of strategic, business planning and management consulting services to internal departments.
* Consult Senior LSPS Leaders internally to ensure fulfillment of strategic goals by identifying gaps and developing solutions.
* Business Analytics, Partner Program & VoC
* Work closely with Finance Business Partner to provide business critical insights and guidance to the LSPS using analytics to making long-term strategic decisions aligned with Mission.
* Provide analytical aptitude that supports the LSPS’s key strategic and operational priorities.
* Implement a standardized methodology (within current Pearson approach and guidelines) for evaluating investment analyses of existing and proposed programs in terms of impact realization and financial effectiveness.
* Conduct feasibility studies, ROI, cost-benefit, rate of return and other analyses and due diligence to evaluate potential investment initiatives, including developing models to forecast revenue, cost and other quantitative and qualitative implications across a range of likely scenarios.
* Create a standardized methodology for developing and submitting business cases and other types of proposals to leadership.
* Promote consistency in the evaluation of business opportunities and capital investments across all internal business operations.
* Work closely with IT to enhance the capturing, cleaning, and dissemination of data.
* Bring world class innovation and ideas to evaluate and integrate diverse sets of business data including predictive modeling and advanced analytics.
* Develop insights and communicate them effectively to aid the organization in data informed decision making.
* Services Partner Program
* Responsible for develop/implement/maintain a Partner Selection Process, Partner Recruitment Package, an ensure to a Channel Governance Process
* Hold Quarterly Business Reviews based on agreed to Key Performance Indicators
* Ensure Partners are trained and certified
* Knowledgeable in the markets we want them to execute
* Maintain reasonable costs
* Ensure Partners follows defined Engagement Process
* Customer Analytics Program (CAP)
* Responsible to develop/implement/maintain the CAP by designing surveys, collecting data, and providing insightful analyses to the appropriate stakeholders.
* This includes managing the collection of CES, CSAT, NPS and other related metrics, and refining it on an ongoing basis.
* Perform correlation analysis (e.g. factor analysis, text / data mining, decision trees, discriminate analysis, logistic regression, clustering, etc.) as necessary.
* Developing a customer segmentation model using historical and forecasted data and other LS approve criteria (e.g.
* Strategic Importance, Influence, Walletsize, Walletshare, Spending habits, etc).
* Engagement Management & Services Resource Support
* Position a Program Office as a trusted advisor in assisting with development of new ideas, solution-oriented problem solving and decision support.
* Lead execution and/or serve as support on strategic initiatives that present significant opportunity and/or risk to the LSPS organization.
* Develop a strong sustainable business model and resource pool that can deliver on expectations across a broad set of diverse needs, stakeholders, and business models.
* Effectively identify how multiple projects connect and leverage synergies to add maximum value.
* Consult senior LSPS Leaders to ensure fulfillment of strategic goals by identifying gaps and developing solutions.
* Maintain a working understanding of the LSPS Customer Centric Movement as well as the overall education industry landscape and, the LSPS’s position within it; apply this understanding to anticipate arising issues and to advance the LSPS’s strategic thinking.
* Foster a culture of performance excellence based on trust, teamwork, collaboration and respect among direct reports and colleagues.
* Qualifications

* General
* Lead the client care team within assigned area or center, supporting customer acquisition, retention and expansion
* Develop & maintain relationships with sales, operations, & clients to allow for continuous communications, issue avoidance & resolution
* Responsible for overall customer relationship management, internal and external.
* Participates in PPR’s, customer surveys, and presentations to prospective and existing accounts.
* Selects, hires, trains, and retains Client Care Managers.
* Ensures quality and productivity of team customer support operation.
* Supports alignment of field and center operations to provide best in class customer service.
* Works with field/Dayton HR representative to insure proper application of HR policies and protect the company’s assets.
* Insures that the team meets objectives for key business drivers for profit, revenue, asset management, services billing and enabling technology Implementation
* Provides strategic planning and leadership of business processes, organizational structuresand systems

* _
* This is a highly responsible professional, administrative, and senior-level managerial customer service and customer information technology work.
* Director is responsible for representing the interests of Metro's transit-riding customer base and for directing and managing the Office of Customer Service for continuous quality improvement.
* Director manages the development and implementation of advanced customer information technologies to improve customer service, streamline operations and advance the Authority's strategic goals.
* Directs all aspects of the regional Silver Spring Customer Service Call Center facility and a full range of customer services including a modern state-of-the-art customer information call center, the MetroAccess (paratransit) call center; the ARTS regional data-base information system; customer inquiries, complaints, correspondence and commendations; on-site and on-line Lost & Found; on-line and voice-activated RideGuide; identification card issuance; the Bike-on
* Rail program; Jackson Graham Building reception and central switchboard services; and consumer advocacy.
* Director is responsible for developing customer service programs and strategies that enhance the Authority's ability to attract and retain new riders, increase revenue and maintain a positive consumer identity among the customers and communities WMATA serves.
* Director has extensive latitude for independent judgment and action, and is expected to develop and implement strategic and technologically advanced Customer Service campaigns and information programs.
* Director is measured by achievement of performance plan goals and is supervised by the Assistant General Manager for Communications.
* Directs and manages the various human and technology resources in the Office of Customer Service and the Silver Spring Call Center and serves as the Authority advocate for Metro's transit-riding customer base.
* Analyzes consumer research data and develops customer service technologies and information strategies that enhance the Authority's ability to attract and retain new riders and increase revenue, based on research findings.
* Establishes goals and objectives with clear quality improvement measures for all Customer Service and Call Center activities and employees.
* Develops and administers a comprehensive and effective Customer Service program.
* Administers a comprehensive consumer advocacy program and advises the Assistant General Manager on the acceptability of Authority programs and services to potential customers, including the Elderly and Handicapped and MetroAccess paratransit community.
* Represents the Authority at conferences, seminars etc related to customer service and emerging customer information technologies.
* Serves as WMATA representative for COG Traveler Information/ITS committees/activities, National 511 policy committee, 1
* corridor coalition, Volpe studies, etc.
* Makes presentations before the WMATA Board concerning ongoing or proposed Customer Service programs and initiatives.
* Directs the Customer Information Technology program and staff to provide innovative, effective and timely customer information products and services.
* Supervises the work of information technology consultants, contractors and vendors that support delivery of customer service technologies, activities and programs.
* Assures that the hiring practices of the Office reflect a firm commitment to and support of the Authority's EEO and affirmative action goals and Objectives.
* Plans for the professional development of employees to ensure that their skills remain competitive in their respective fields of endeavor.
* Manages the plant facility at Silver Spring, including interacting with the building maintenance, selecting security, equipment and furniture contractors for work that is not covered under the lease agreement.
* Directs the preparation of annual budget and work plan for budgetary and other management purposes.
* Prepares and presents oral and written reports and recommendations.
* Evaluates, implements and administers collective bargaining agreements, discussing complaints and grievances with employees or their representatives.
* The above duties and responsibilities are not intended to limit specific duties and responsibilities of any particular position.
* It is not intended to limit in any way the right of supervisors to assign, direct and control the work of employees under their supervision