VP of Live Operations
Company: Internet / Online, San Francisco, CA Seattle, WA
Location: San Francisco
Posted on: March 18, 2019
THE ROLE Live Operations at Company will ensure that when the unexpected happens, someone is always there to make things right for our customers. This leader will build operation teams to ensure real-time resolutions of first and third party customer issues. The VP of Live Operations will create, document, and refine processes to improve the efficiency and effectiveness of all aspects of Company customer service operations. In this role, you will define KPIs and strategy, grow and manage the team that executes on that strategy and works cross-functionally. Most importantly, the VP will lead, groom and inspire future leaders. If you are passionate about customer experience, continuous improvements and seeing the immediate impact of your work on a daily basis, and nurturing a team, then this is the perfect role for you. This cross-functional, highly collaborative role will require both analytical and people management skills. WHAT YOU’LL DO Assemble, manage and scale the team by determining what is the right mix of onshore vs. offshore and in-house vs. outsourced talent to deliver on our goals Identify key performance indicators (KPIs) to use as the basis for improving the customer experience and operational excellence Models compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity Own the delivery of the roadmap, product planning, and requirements for new features, services, and improvements, working closely with our Product Management and Engineering teams Partner with Brand and Marketing teams to support growth initiatives with out of the box strategic thinking of how to best leverage and scale parts of customer operations to enable customer acquisition strategies Identify strategic program risks and develop data-driven recommendations to manage and remove those risks Perform regular and ad-hoc analysis to ensure live operations has strategies that align with our brand Collaborate with cross-functional business leaders to formulate and execute business objectives and strategies. WHO YOU ARE Be the product owner and subject matter expert for all Customer Ops tools, features, and functionality You have outstanding project management skills, ability to work cross-functionally and outside the organization, and have a track record of achieving the results expected. You are extremely detailed and process oriented, balancing short-term and long-term needs. You have experience structuring high-level strategies while also being able to get your hands dirty and dig deeply into large data sets to extract actionable insights. You don't get overwhelmed by lots of numbers and can make decisions quickly with imperfect data, avoiding "analysis paralysis". You care a lot about bench succession and developing career paths for your direct reports. You have experience managing individual contributors and possibly entire teams, having formally evaluated team members for performance reviews You are passionate and care deeply about Company’s customers. You have excellent interpersonal skills which enable you to work as a team with other Minted functions and partners. You are transparent and openly share information. You have experience working with employees at all levels of a company. You have the ability to influence key stakeholders and teams without direct authority. You are articulate and persuasive while able to listen and incorporate the perspectives of others. REQUIREMENTS: 10+ years of experience in live operations, operations, strategy consulting, and product management. MBA strongly preferred.
Keywords: Internet / Online, San Francisco, CA Seattle, WA, San Francisco , VP of Live Operations, Executive , San Francisco, California
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