About the Role
You will lead the executive office customer experience initiatives, handling escalations with integrity and care. You will partner with Compliance and leadership to drive improvements, resolve complex issues, and uphold the highest standards of service to customers.
Requirements
- Demonstrated experience with escalations management
- Excellent planning and organization skills with ability to implement and deliver on quantitative goals
- Problem solving and decision making capabilities; strong analytical skills
- Minimum four years experience in a Customer Care management role
- The ability to perform knowledge transfer training to other team members
- Bachelor’s Degree in related field
- Hold the Series 7, 63, and 24 Designated Principal license (9/10 accepted in lieu of the 24)
- Series 66 and Series 3 Required within 180 days of hire
Responsibilities
- Partner with CX Senior Leadership to set high level strategy and run day to day operations for complaints management and escalations across our most sensitive case types.
- Manage all operational and performance aspects of a multi-faceted team delivering strong results while developing your team members' skills.
- Coach senior customer experience specialists to raise the performance bar across the team
- Advise and make recommendations on how complaints and escalations integrate into broader business priorities, goals, and objectives.
- Monitor key performance metrics and measurement standards, and produce reporting for the areas you support.
- Partner closely with Compliance to align complaint-reduction strategies with the operational realities of the team.
- Use operational data and customer topic analysis to identify and drive process improvements.
- Identify technology improvements, best practices, and trends that drive a cost-effective, positive customer experience and strengthen our customer care strategy.
Benefits
- Challenging, high-impact work to grow your career.
- Performance-driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching.
- Best-in-class benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents.
- Lifestyle wallet — a highly flexible benefits spending account for wellness, learning, and more.
- Employer-paid life & disability insurance, fertility benefits, and mental health benefits.
- Time off to recharge including company holidays, paid time off, sick time, parental leave, and more!
- Exceptional office experience with catered meals, events, and comfortable workspaces.