| Experience Required/Position Description: |
DEPARTMENT: Gap Inc. Direct, Operations GRADE: 26 JOB CODE: 02853
REPORTING TO: Vice President, Operations EXEMPT STATUS: Exempt
GENERAL SUMMARY:
The Sr. Director/Vice President, Customer Care builds and directs relationships with the customers of Gap Inc. Direct. This position requires extensive management experience in a large and complex call center environment providing customer satisfaction impacting multiple brands; providing senior leadership direction to the Gap Inc. Direct Contact Center and Call Centers in Rocklin, CA and Grove City, OH.
The Sr. Director/Vice President leads and manages the operations of multiple sites with overall responsibility for ensuring customer satisfaction. The position has profit and loss responsibility with overall control of planning, staffing, budgeting, managing expense priorities, quality, and productivity, recommending and implementing changes to systems, applications, and technologies; including administration of policies and procedures, operating structure, and information flow across multiple delivery channels.
The position will establish and implement product/service standards for each location to ensure quality and consistency; and analyze operational practices for effectiveness and practicality. This individual utilizes industry networking to build and strengthen relationships, communicate technologies, and develop strategic direction with ongoing focus to continuously improve operational practices.
The Sr. Director/Vice President, Customer Care is responsible for delivering and assisting in the development of a customer care strategy that drives business results and creates a competitive advantage for the brands. The position will be responsible for developing and sustaining a world class customer service organization that achieves measurable business results and is aligned with the Gap Inc. Direct divisional strategic plan. This individual achieves results through leading a diverse team, building and maintaining relationships with cross-functional business partners, while influencing decision makers and stakeholders.
ESSENTIAL DUTIES & RESPONSIBILITIES:
1. Business & Finances:
• Anticipate and articulate future trends and consequences to develop, implement and maintain a customer care strategy that delivers competitive advantages and is based on customer insight, functional expertise, competitive analysis and intuition, to positively impact effectiveness and efficiencies of the Customer Care teams.
• Establish, maintain and effectively manage an operational budget to execute and deliver consistent financial results that exceed the plan, forecast and competition; with continuous focus to identify opportunities to improve efficiencies, reduce costs and grow revenue.
• Deliver daily expense management with optimal return on investment and resources to meet functional and divisional financial goals.
• Assess and design development programs for all areas of the Customer Care team targeted at improving performance, quality and productivity; position the team to provide the highest level of customer service everyday.
• Make accurate assessments and effective decisions based on analysis, experience and judgment.
• Approach problems, concerns and issues with honesty and logic; seeking the most effective business and individual impact solutions.
• Consistently drive to push themselves and others to meet or exceed goals; be the example of expectation.
• Understand and teach how industry businesses, strategies and the competition operate in the marketplace.
• Review, resolve and provide awareness on issues affecting Company compliance and legal requirements.
2. Customers & Markets:
• Develop and deliver functional team goals and benchmark measures, planned using insights from customer feedback, analysis of market competition, and industry best practices.
• Establish and sustain relationships with customers to optimize use of customer experience information determined through call and email quality monitoring and other reporting practices, to identify knowledge gaps and respond by providing functional products, programs and services to increase customer satisfaction and loyalty.
• Execute innovative and prompt decision-making informed by relevant market or customer insights, and listening to employees, to achieve improvements.
• Receptive to change with a willingness to take risks and to experiment in order to find the best solutions.
• Gracefully cope with change and directional shifts, and can make decisions and act without having all the information.
• Optimize brand partners, customer and marketplace insights to gain market expertise in support of corporate brand initiatives.
• Create a culture and environment where teams are inspired to creatively take risks in search of diverse ideas for improving customer experience and satisfaction.
3. Managing & Operating Practices:
• Partner to develop and deliver a functional operating plan with organization goals that translate into clearly defined and measurable objectives and individual performance plans.
• Establish and message clear functional priorities with aligned resource allocation to resolve competing priorities.
• Set expectations for continuous productivity and quality improvements through functional innovation, process and system improvements across multiple sites.
• Effectively collaborate across functions, multiple sites, and the marketplace to share best practices.
• Lead teams to effectively deliver and enhance the customer experience with every contact.
• Resolve disputes in a direct and forthright manner—address challenges and issues from a broad perspective to reach the optimum solution that supports the business strategy and direction.
• Comfortably interact with senior leadership and teams at all levels to provide sound business solutions and operating practices.
4. Leadership & Employees:
• Execute a compelling customer care vision developed and aligned to the divisional business strategy, executed and supported by all teams and stakeholders.
• Change initiatives designed and implemented effectively to achieve customer care and divisional strategy.
• Effectively manage, motivate, develop and coordinate performance of a diverse leadership team accountable for functional team performance; upholding job satisfaction, retention and results.
• Build bench strength and support a succession planning model through continuous coaching, development and personal one-on-one interaction with key staff personnel.
• Coach and develop all levels of the customer care team to engage and commit to the business in a manner that exemplifies Gap Inc.’s values and behaviors.
• Develop strong internal and external professional relationships and partnerships with other functional leaders and corporate entities.
• Exhibit, develop and encourage industry expertise, theory and best practices.
• Recognize and reward quality performance.
• Maintain professional and personal balance—establish and maintain planned personal development goals through achievement.
REQUIRED QUALIFICATIONS:
1. Knowledge, Skills & Abilities:
• Must have customer service focus and be responsive to both internal and external customers
• Experience in development and implementation of policies and procedures
• Strategic thinker with ability to develop management personnel and to delegate appropriately
• Proven success in leading, managing and motivating others; team building and management skills; organizational and staff development skills
• Able to prioritize and manage multiple projects, adhering to strict timelines
• Able to articulate with strong communication, negotiation and presentation skills
• High degree of initiative and independent judgment; strong attention to detail
• Well-developed analytical and problem solving abilities
• Able to organize work, engage in a variety of tasks simultaneously and consistently meet deadlines
• Strong interpersonal and relationship building skills
• Excellent decision-making abilities and ability to integrate information and utilize independent, sound judgment
• Passion, enthusiasm and drive for results
• Demonstrated ability to build and present a compelling business case tied to the divisional vision, strategy and initiatives
• Computer skills; proficiency in Microsoft Office applications
2. Technical Knowledge and Experience:
• Working knowledge of a multitude of systems and applications that function within a call center environment:
o Order Management System (Yantra)
o Email (Kana)
o Quality monitoring—screen and voice (NICE)
o Knowledge Management tool (Salesforce.com)
o Reporting (Crystal, Microstrategy)
o Scheduling—eWorkforce Management
o Call Management System (Avaya)
o Interactive Voice Response—touchtone/speech
o Chat
o Remote Agents
3. Education and Experience:
• Bachelors degree and seven to ten years of significant customer service experience required
• 5+ years of progressive management experience required; directing management level staff with various areas of responsibility—leading functional business units across multiple sites
4. Physical & Schedule Requirements:
• Ability to set the functional customer care direction—to lead, manage, train, develop, coach and motivate a staff of exempt and non-exempt employees
• Ability to collaborate with key business partners, and interpret and overcome obstacles, to successfully grow a function, to grow our brands, and to continuously improve the customer experience
• Ability to flex work schedule to meet business and travel needs as necessary |
