Assistant Vice President - Client Experience/Operations

This job description details a key position focused on enhancing customer satisfaction through the development, optimization, and implementation of service ticket processes. The role involves managing programs and ensuring cross-functional alignment across different business units.

Primary Responsibilities:

- Create a comprehensive framework to ensure consistent customer experience across teams, processes, and personnel.

- Establish methods to regularly engage with and listen to customers.

- Monitor and implement strategies to improve Customer Satisfaction and Net Promoter Scores

- Strive to deliver exceptional customer experiences in every interaction.

- Design and implement quality assurance processes for customer service across the organization.

- Use root cause analysis to resolve customer issues and drive process improvements.

- Develop customer experience dashboards that connect key performance indicators, such as renewals, to current customer management strategies.

- Review and suggest strategies to reduce escalations and improve customer interactions across all verticals.

- Manage the handling of inbound calls and emails from buyers and free sellers through a remote team, ensuring high levels of customer satisfaction across all support channels.

- Address escalations, including those from social media and top-level complaints.

- Establish customer service metrics as part of employee performance objectives to promote a service-focused culture within the organization.

- Engage with industry peers and experts to share knowledge and gain insights.

Key Competencies:

- Strong interpersonal skills and the ability to manage stakeholders effectively.

- Excellent leadership and people management abilities across multiple teams.

- Adaptability to a fast-paced, dynamic environment, with the flexibility to adjust as priorities shift.

- A balance of empathy and the ability to handle conflicts when necessary.

- Strong analytical, conceptual thinking, problem-solving, and decision-making skills.

- Proactive, energetic, and system-oriented with an eye for detail.

- Excellent verbal and written communication skills.

Experience and Qualifications:

- Over 10 years of relevant experience, with at least 5 years in operations.

- MBA or similar qualification in Business Administration.

- Proven track record of managing large teams and complex processes efficiently.

- This role requires leadership in optimizing customer-facing operations, improving processes, and fostering a culture of service excellence across the organization.