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!
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.
Job Requirements & Qualifications
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