Sr. Director Customer Care - Omaha, NE

Toast

Now, more than ever, the Toast team is committed to our customers. We’re taking steps to help restaurants navigate these unprecedented times with technology, resources, and community. Our focus is on building the restaurant platform that helps restaurants adapt, take control, and get back to what they do best: building the businesses they love. And because our technology is purpose-built for restaurants, by restaurant people, restaurants can trust that we’ll deliver on their needs for today while investing in experiences that will power their restaurant of the future. 

Bready* to make a change?

We are seeking a dynamic call center leader to join our support management team. Under the direction of our VP of Customer Care the Director of Customer Care manages the daily operations of 24/7 multiple location support and provides leadership for the continuous improvement of our level 1 support to ensure SLAs and KPIs are met. We are seeking someone who will place a strong emphasis on customer care, call quality, building high performing passionate teams, workforce planning and technology transformation.
 
About this roll* (Responsibilities) 
  • Serve as the overall site lead, managing support teams to key performance indicators including customer satisfaction, efficiency, staffing utilization and retention.
  • Drive continuous improvement of processes and performance to enhance the customer experience and employee satisfaction.
  • Drive implementation of new technologies as the support centers continue to transform into an omni-channel contact center
  • Lead leaders and teams, including setting the vision, strategy and plans for the team; guidance and input on their goals and objectives; providing performance feedback, coaching and mentoring to continuously raise the bar on team performance.
  • Be an ambassador for the Toast culture - helping to ensure a high bar for performance and a trusting, collaborative and fun environment
  • Partnering with the People and Workplace Experience teams, ensure a positive employee experience across the Omaha location
  • 10% travel for business meetings
Do you have the right ingredients*? (Requirements)
  • 7+ years of operational experience leading support operations in a fast paced, high-growth volume environment
  • An extensive history of delivering quality customer service over a variety of communication channels including phone, email and live chat
  • Experience developing workforce management capabilities to handle schedule adherence, capacity planning and headcount forecasting 
  • Ability to analyze data to make decisions and drive process and performance improvement. 
  • Excellent organizational, communication, and presentation skills.
  • Ability to effectively operate both strategically and tactically
  • Value and thrive in an environment of learning and interacting with high-capability, high-energy people
  • Proven track record of building diverse, inclusive  and high performing teams; culturally sensitive and open to differences 
  • Change Agent - in the face of resistance and conflicting views, have the ability to push through new ways of thinking and work both within their team and the wider organization
  • Anticipates the future - act as a true leader, anticipating future opportunities and challenges and ensuring the team is lined up against them
  • Personal leadership -  respected and trusted leader with proven track record of achievement, adept management skills, reputation as a leader of change and passion about speed and simplicity.  Ability to rapidly develop strong rapport and build relationships with individuals and teams at multiple levels of the organization
  • BS degree or equivalent; Master’s degree preferred.
*Bread puns encouraged but not required

 

Job ID: 7620

Posted 7 days ago

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