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Onward Search has an exciting opportunity for a customer service and consumer-focused Content Designer with one of its top eCommerce clients in San Jose, CA. The ideal candidate will lead the strategic design of customer service delivery model to drive excellence, effectiveness and efficiency in our end to end service experience to drive greater value for our customers and the business. You will partner with our product and technology teams to build the enabling capabilities supporting both the customer interactions and our employee workflow. Apply today to learn more!

Job Description:

We are looking for someone to join our Customer Service Experience team, to lead a service design and delivery strategy that creates a highly engaging and simple to use customer and service expert experience. This role is a key member of the Customer Experience leadership team and will be the primary interface to our Product & Technology teams, partnering on the prioritization and design of experience and technology solutions to advance customer and business needs.
The ideal candidate will have a strong business process transformation and ideally customer service background, in a senior management role, with demonstrated experience in execution, business partnership and innovation in a fast-paced and growing and changing industry.

What You’ll be Doing:

The span of this role is to transform and identify opportunities to optimize all service channels to provide enhanced customer experience with a view on proactive customer recovery and growth and solution driven focus. The strategy will include the full range of services (Intelligent Commerce Care) to our customer base across phone, chat and email channels, and across 45 markets and 20+ languages.

  • Additionally, ensuring our experts have the right enabling tools to effectively support customer interactions which are seamless and easy to use.
  • Be a passionate advocate for creating emotionally engaging customer experiences that drive new avenues of growth.
  • He/she is comfortable working in a fast-paced environment with a bent for getting things done.
  • He/she should be a creative, innovative, and curious leader who has a passion for customers and commerce.
  • We need a strategic thinker who enjoys challenging organizations to fulfill their potential and deliver for customers.
  • The ideal candidate will have previously built solutions that drive innovation, while establishing operational framework and processes that will scale.
  • This leader will have a deep passion for perfecting the end-to-end experience across a diverse set of teams, discipline and platform technologies.
  • A focus on customer needs and market demands, is critical to success.


Job Requirements & Qualifications


  • 10+ years’ customer service experience in a highly dynamic and distributed customer service environment.


  • 10+ years’ experience in leading and driving business process transformation, heavily dependent on technology driven solutions, preferably for a complex global customer service organization with a large user/customer base


  • Experience with customer service technology packages (e.g., Siebel, Oracle Knowledge, Genesys, etc.) a plus


  • Enthusiastic about the latest mobile, commerce, consumer internet trends and emerging customer service tools and experiences


  • Strong drive and curiosity to come up with new ideas, identify opportunities, and create vision to drive the business forward.


  • Passion for delivering experiences that delight customers.


  • Ability to think big while maintaining a maniacal attention to detail and intense focus on great experience.


  • Excellent communication skills program management capabilities, and operational excellence.


  • Passion, and a proven track record, for delivering experiences that delight customers


  • Ability to shift from developing and communicating a strategy to executing in a cross-functional, matrixed organization


  • Thought leader who inspires those around he/she to challenge the status quo.


  • Ability to develop strong professional relationships and to influence peers, managers, business unit leaders and other teams


  • Strong leadership, motivation and people skills contributing to an engaging, inclusive and diverse work environment and culture

​​Does this sound like you? Apply today! 

Employer Details:

  • Onward Search is an equal opportunity employer, dedicated to a policy of non-discrimination in an employment with regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, veteran status or any other classification protected by federal, state and local laws and ordinances. Candidates must be at least 18 years old to be considered for employment. EOE/M/F/D/V/SO.
  • In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
  • The client is unable to support 1099 / Corp-to-Corp or Independent Contractor arrangements at this time. All freelancers will be paid as W2 employees.
  • Onward Search is a drug-free workplace.
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About Onward Search

Onward Search helps connect digital, creative and marketing talent with choice jobs at the nation's most recognized companies and digital agencies. We offer a full range of recruitment and staffing solutions to include contract, temp-to-perm, and permanent / executive search placement.