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Smartsheet Director, Global Customer Care Operations (Remote Eligible) in Bellevue, Washington

Director, Global Customer Care Operations (Remote Eligible)

We are looking for a multi-talented leaderwithdeepcustomer care and business operations experience to help Smartsheet evolve our customer care organizationinternally and externally, globally.The ideal candidate will beobsessive about setting and achieving targets,fosteringastrongteam environment across agents, andthinking strategicallyandanalyticallyabout how the next step-wise shift in performance and customer outcomes will be made.The Global Care Strategy and Operations Lead will be expected toconnect the dots across business targets, user flows and experiences, tools/infrastructure, and operational capabilities.

The successful candidate will be expected toset andexecute ona customer service strategy across Smartsheet global customer operations, manageexternalvendors contracts, lead an internal team, buildoutand expand turning care into a customer success inspired operationally efficient global organization across people, process, tools, quality, training and establish theanalyticalinfrastructure to obtain insights from customer care to promote operational excellence thriving on service level agreements based on severity and customer segmentation.

In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way todelivertheir very best work. Today, wedeliveraleadingcloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and betterbusiness outcomes.

You will report toourVP, Customer Support and Operations ( located in our Bellevue, WA office.

You Will:

  • Lead care efforts, buildingoutandexecuting ona global roadmap rooted inSLAsandKPIs

  • Establish and evolve reporting onSLAs,KPIs, and other relevant insights;regularlypresent data to leadership

  • Manage customer care vendors and SaaS tool relationships

  • Drivecase management processes and automation for tiered support in case management system and across the organization

  • Evaluate existingsystems and processesand implement redesigns to improveKPIsand efficiency

  • Manage and growglobal workforce management, scheduling and forecasting function for global support organization

  • Establish clear and measurable goals for the customer service teams; develop applicable metrics and track achievement of goals

  • Oversee the deployment of technology andfeaturesthat improve the customer experience, alleviate the burden on our agents, andfacilitateefficient operations

  • Actas a change agent, systematicallydriving continuous improvementand operational excellence

  • Stayabreast ofoverall business targets, schedules, and activities

  • Workcloselywith other functions to be the voice of the customer, providing insight and metrics on historic and anticipated challenges

  • Lead other groups to address customer-impactingissues, armed with clear, data-driven business cases

  • Followemergingtrends and best practices in customer service to identify continuous improvement and efficiency/productivity opportunities

  • Create and manageprocess and training for encouraging retention in all customer communications

  • Prepare forecasts of expenditures/costs, tickets, types of issues, escalations, budgets, etcbuilding a sustainable estimation model

  • Manage the appropriate budgets and ensure staffing and tier 1&2 workforce planning adequately cover customer complaint/inquiry volume withinSLAs

  • Oversee thetraining and developmentof current/new hires to provide the level of service that exceed customer expectationsas well asongoing training needs

  • Ensure full compliance with all regulations, compliance, and audit reports

  • Oversee the Quality and change management processes across the global care organization to ensure best customer experience

You Have:

  • A minimum ofa Bachelor's degreeis preferred. Master's or other advanced degreeis preferred

  • 10+ yearsof customer service, call center operations,and/orconsulting experience

  • 5+ years of experience in a management rolepreferred

  • 5+ years of experiencemanaging BPO/customer service/call-center vendorspreferred

  • Experience presenting to senior leadership, partneringcross-functionally, and driving change

  • Complete understanding of call center operations, vendor management, Workforce management, operating procedures, and performance metrics;strongknowledge of CRM, call center software tools, and cloud-based telephony

  • Demonstratedleadership andability to work independently with minimal direction

  • Demonstrated ability toestablish a positive working environment, coach and guide teams

  • Manage quarterly planning process for team goals andinitiatives

  • Manage PMO driving methodology, workspace and oversee overall projects for global support organization across differentfunctions

  • Own and driveglobal Support monthly, quarterly and annual business reviews,offsitesand team building activities

  • Ownemployee engagement and retentioninitiativeswith rewards programs, career progression, etc

  • Demonstratedability developing streamlinedonboarding and trainingprograms

  • Established competency in creating and rolling out customer serviceprocesses, policies, and procedures

  • Highlydeveloped problem-solving skillsandsound decision-makingcombined withanalyticalexperience is required;ability to analyze data, identify issues, and implement process improvements

  • Ability to prioritize and manage multiple prioritiessuccessfully;provenability to manage improvement projects from concept to deployment

Perks & Benefits:

  • 100% employer-paid medical, dental, and vision coverage for full-time employees

  • Equity - Restricted Stock Units (RSUs) Equity with all offers

  • Lucrative Employee Stock Purchase Program (15% discount)

  • 401k Matchto help you save for your future (50% of your contribution up to the first 6% of your eligible pay)

  • Monthly stipend to support your work and productivity

  • 15 days PTO to start, plus Flexible Sick Leave

  • Teleworking options from any registered location in the U.S. (role specific)

  • Up to 24 weeks ofParental Leave

  • Personal paid Volunteer Day to support our community

  • Opportunities for professionalgrowth and developmentincluding access to Audible for Business and LinkedIn Learning online courses

  • Company Funded Perks, including a counseling membership, primary care membership, local retail discounts, and yourownpersonal Smartsheet account

Equal Opportunity Employer:

Smartsheet is an Equal Opportunity Employer committed tofosteringan inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected statusin accordance withapplicable laws in the US, UK, and Australia. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

At Smartsheet, westriveto build an inclusive environment thatencourages, supports, and celebratesthe diverse voices of our team members who also represent the diverse needs of our customers. We're looking for people who are driven, authentic, supportive,effective, and honest. You're encouraged to apply even if your experience doesn't precisely match ourjob description—if your career path has been nontraditional,that willset you apart. At Smartsheet, we welcome diverse perspectives and people who aren't afraid to beinnovative—join us!


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Job Location

Bellevue, WA, USA