There is a wide range of Service Organization type roles. Here are some sample job advertisements…
We are looking for a leader to develop and lead our virtual (i.e. work from home) member services organization. You will build this organization from the ground up, partnering with our onsite member services team to enhance current processes so that they work in a virtual environment. This leader will need to define the structure of the virtual team, obtain leadership buy-in, and hire for open roles. You will be responsible for delivering an amazing customer experience while improving efficiency through both process enhancements and partnering with our product team.
https://www.entrepreneur.com/article/314307 ( https://www.entrepreneur.com/article/314307 )https://www.inc.com/zoe-henry/rent-the-runway-co-founder-launches-jetblack-takes-on-amazon.html ( https://www.inc.com/zoe-henry/rent-the-runway-co-founder-launches-jetblack-takes-on-amazon.html )Who will love this job:
- A customer ambassador- You deliver an amazing customer experience that is second to none
- A people leader – You build game changing teams and believe that people development is never a secondary goal
- A winner – You are obsessed with achieving goals and leading teams to do better today than they did yesterday
- A big thinker – You do not see barriers, only obstacles that can be overcome
- An innovator – You thrive in ambiguous situations with little to no guidance
What you’ll do:
- Design, develop, and deploy the member services virtual strategy.
- Hire and lead the member services virtual organization. Establish a customer centric and results driven culture.
- Recruit and develop top leadership talent.
- Set and achieve quality and efficiency goals.
- Partner with cross functional stakeholders to drive an increasingly better customer experience, overcome obstacles to improvement, and support team members in solving tough problems.
What you should have:
- 5+ years of leadership experience
- 4+ years of experience leading a customer service organization
- Demonstrated ability to lead in a data driven environment
- Proven record of hitting tough goals on behalf of customers
Pay, perks & such
At Jetblack, we function like a startup and have the benefits of the largest retailer in the world, Walmart. Our benefit package includes a monthly gym stipend, a generous parental leave program, leading healthcare options, 401k matching, and more! We offer unlimited vacation and a great culture filled with quarterly outings, happy hours, work out classes, celebrations, and clubs. We host bi-weekly lunch ‘n learns and weekly all-hands meetings. Most importantly, we empower employees to dig in and focus on solving big consumer problems. Join us!
Our Customer Experience team is on the front line of our company mission to bring not only affordable prices, but to also deliver the best possible experience for all of our customers. In order to accomplish this, a talented and dedicated Customer Experience Management team is needed to equip our Specialists with the tools, training, processes and platforms needed to succeed.The Cx Associate of Operations & Strategic Projects will work within the Cx Management team on core strategic and operational processes across various department initiatives. The Associate’s main focus is to drive value by designing the strategy for key initiatives, leading the implementation, and owning the outcome from start to finish. These initiatives will span across the department, which support all Blink’s products, services and customers/partners.
- Serve as a subject matter expert on all aspects of our product, business and process
- Assist with the Customer Experience department’s day to day operations and escalations
- Work closely and coordinate across all Customer Experience tiers of support to improve operational efficiencies
- Drive the design, analysis and execution of key Customer Experience strategic and operational initiatives to accelerate growth and efficiencies
- Diagnose complex problems, develop data driven recommendations, and execute along those initiatives to improve existing operations
- Generate new ideas for initiatives that refine Blink Health’s Customer Experience strategy
- Work and coordinate across Product, Engineering and Marketing teams to implement new business initiatives
- Track and communicate progress and decisions clearly and regularly to stakeholders
You will be successful in this role if you have:
- 2-3 years experience from a consulting firm, private equity firm, and/or business/strategic operations group
- Strong project management and communication skills
- Experience in a role that requires financial or business analytics and/or strategic thought
- Functional skills – general strategy/commercial experience and core competency in one/some of operations, product development, customer experience, sales & marketing
- Real and deep interest in operations and customer care
- Ability to grow and execute on both tactical details and the big picture
Why Join Us:
At Blink, we put humans first.
It’s our ambition that everyone at Blink is doing the best work of their lives.
Your professional development is paramount. Not only will you have the opportunity to learn alongside some of the best in the business, but we also host a multitude of structured in-office learning opportunities: extensive onboarding, Brown Bags, Women’s leadership classes, deep dives on health care issues, Book Club, and our Blink Thinks series with external guests. We have a number of personalized programs — including weekly check-ins with your manager and Blink Individualized Growth (aka B.I.G.) Plans —- to ensure you are always growing.
In addition to the satisfaction of working for a mission-driven company, we offer a competitive salary, fully-sponsored healthcare, stock options, communal breakfast and lunch every day, Blink-sponsored clubs, monthly events, happy hours, and more.
What you’ll be doing…
Lead and facilitate in directing the strategic and operational management of an area level consumer sales and service call center organization, incorporating leadership and management strategies that develop high performance management and associate teams. Create, develop, communicate and implement actions and performance requirements to improve call center performance.
- Assess team performance (Associate, 1st and 2nd level Management) and assist in identifying development opportunities to improve performance and conducting development as needed.
- Proactively develop the tactical and strategic plans to generate the required revenue growth, customer experience, productivity and efficiency metrics; Ability to prioritize, multi-task and be administratively efficient.
- Manage yearly organizational expense budget and headcount requirements and optimize resources to drive best performance across hours of operation.
- Implement communication strategies to keep management and associate teams informed and up-to-date on corporate strategies and initiatives, customer service requirements, and organizational objectives.
- Initiate programs to positively impact employee engagement, attendance, and foster a collaborative, inclusive work environment; Act with high level of integrity; hold yourself and team accountable.
- Positively manage the labor/management relationship to achieve corporate results. Partner with Labor Relations to achieve labor union support for innovations to the call center environment
- Prioritize the customer first to deliver best in class experiences and serve as the districts lead for executive escalations to include helping solve the root cause
- Interpreting call center data, developing and executing sales and service strategies that drive performance, productivity, and optimal efficiency.
What we’re looking for…
A positive, can do attitude and the ability to inspire others. You set the bar high when it comes to achieving goals, and you know how to motivate others to help you get there. You have the ability to make tough and equitable decisions in the name of customers and the company. Leading change with direct reports as well as indirects. You’re ready to inspire a diverse workforce, you’re open to new ideas, relate well withpeople, and are attuned to the needs of others to ensure that they can perform at their best. You thrive in a fast-paced, dynamic environment where you are visible, present and engaged. Using your sound judgment, you quickly grasp the details of a situation and know just the right next step. Inspiring and developing a team to achieve great results is personally rewarding for you. People trust you—you build relationships and credibility quickly. You enjoy multi-tasking and managing your time effectively to get everything done.
You’ll need to have:
- Bachelor’s degree or four or more years of work experience.
- Six or more years of relevant work experience.
- Willingness to work evenings, weekends, and holidays.
- Effective communication skills.
- A degree.
- Management experience.
- Call center experience, ideally in bargained for environment.
- Led a sales or service team, preferably large teams.
When you join Verizon…
You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.
Equal Employment Opportunity
We’re proud to be an equal opportunity employer- and celebrate our employees’ differences,including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.
Responsibilities
Set strategy for expansion of existing and new services; depending on account management structure – either with or without an assigned account executive
Work with Sales and Strategy in the formation of proposals for business expansion within existing clientsCONTINUOUS IMPROVEMENT
Create and foster a culture of continuous improvement
Ensure the effective implementation of the customer relations planPEOPLE MANAGEMENT AND DEVELOPMENT
Ensure effective performance management with direct reports and oversee the overall process
FINANCIAL MANAGEMENT
Be accountable for the financial performance of accounts against budget
Ensure a structured plan for profit enhancement is in place
Qualifications
Company Overview
Quench USA, Inc. is a provider of filtered water systems, including bottleless water coolers, ice machines, sparkling water dispensers, and coffee brewers to approximately 40,000 institutional and commercial customers, including more than half of the Fortune 500. Headquartered in King of Prussia, PA, Quench has sales and service operations across the U.S. Quench is a subsidiary of AquaVenture Holdings (NYSE: WAAS), a multi-national provider of Water-as-a-Service™ solutions that provide reliable, cost-effective, and sustainable clean drinking and process water.
We currently have a great opportunity available for a Regional Service Director (RSD) responsible for building, strengthening and developing the Quench USA Inc. Field Service Organization in the northeastern United States. The successful candidate will assume responsibility for implementing the service business model, improving the customer experience and ensuring full compliance to the Service Organization’s policies and procedures throughout the region. Additionally the RSD oversees day-to-day field service activities, tracks key performance indicators; monitors, assesses and forecasts changes in workload and service patterns; directs the achievement of Service revenue and cost targets; and routinely provides status updates to the Senior VP of Service and members of the Quench’s leadership team. This position has P&L responsibility for the assigned territory.
This position will have the option to work out of our King of Prussia, PA, Boston, MA, Hackensack, NJ, or New York, NY offices.
Essential Functions
- Responsibility for ensuring the timely repair, preventative maintenance and installation of assigned products.
- Customer satisfaction
- SLA compliance
- Deliver the Business Plan
- Responsibility to ensure timely and accurate documentation and reporting of all service and inventory activity across the region in accordance with corporate policy
- Regional responsibility for all corporate assets.
- Inventory
- Fleet
- Travel as required to meet customer and company needs, approximately 50%.
- Provide customers and other personnel with the necessary service/technical support and documentation required to impact repairs, preventative maintenance and installations.
- Provide the necessary leadership and management for the field service staff in the assigned region.
- Development and implementation of a regional business plan, to include revenue goals, expense budgets, personnel and other resource requirements.
- Meeting or exceeding the business plan by ensuring business growth and proper resource management.
- Oversight for the development and optimization of territory plans to ensure adequate capacity and training of staff.
- Responsible for development and implementation of key performance indicators (KPI’s). Determines and assigns continuous improvements targets and oversees continuous improvement.
- Responsible for management of third party service providers including selection, qualifying and auditing in accordance with internal and external requirements.
- Manage regional Field Service inventory levels to maximize quick repairs and maintain low inventory costs.
- Remote inventory locations
- Truck inventory
- Return shipments to regional Distribution Centers
- Recruit, select, develop and mentor an effective team of Field Service Managers (FSM’s) Emphasize technical knowledge and competence assessing installation, maintenance and repair procedures.
- Implementation of Field Service Technician training for Quench product line. Emphasize the consistent implementation of business processes and service policy
- Develop and maintain a team-oriented, customer-centric field service culture consistent with the values expressed in “Quenchiness”. Ensure the disciplined use of systems, meticulous conformity to all procedures, and full compliance with documentation and requirements applicable to field service operations
- Participate with Sales and regional sales management as required in order to support an integrated sales and service approach leading to the achievement of Company revenue goals, including supporting business reviews with key customers
- Directly and through subordinates, achieve all financial, budgetary and operational goals established for the field service region and its associated markets
- As a senior member of the Service leadership team, routinely make recommendations on improved policies and procedures
- Within the overall staffing resources assigned to the Region, routinely review, assess and forecast shifts in service demand, and re-allocate resources within and across markets to optimize response time and compliance with SLAs. Develop and maintain workload analysis based on labor standards, and identify and address performance issues associated with KPI’s for Field Service Technicians, Field Service Managers and customers. Summarize and report routinely to the SVP of Service
- Directly and through your management team identify and address training needs within the Region, balancing technical certification requirements and improvement in customer-facing or business skills
- Monitor and support the consistent implementation of escalation policies and, when warranted, lead the effective resolution of such issues, including personal customer or on-site visits
- Regular and reliable attendance
Qualifications
- Degree in Business, Engineering or related field service experience
- 5-10 years management experience supporting the installation repair and/or maintenance of equipment
- Experience with Fleet and route service a plus
- OSHA certification (10/30) a plus
- Excellent interpersonal and communication skills
- Knowledge of safety standards in a field service and on-site environment
- Proven ability to reach targeted goals andlead teams
- Computer literate, strong skills with MS Office Suite and ERP systems (Salesforce, ServiceMax a plus)
- Ability to gather and analyze data
- Ability to travel overnight
- Critical thinking: The ability to ask the right questions, separate facts from assumptions, and determine what is relevant and what is not in the decision-making process
At Quench, there are plenty of opportunities for people who:
- Communicate; collaborate; share ideas, successes and failures equally
- Are dependable, committed, energetic and up-beat
- Look to solve problems, go the extra mile, are team players
We call this “Quenchiness” — it’s rewarded openly and tangibly. We work hard while having fun every chance we get. Quench offers competitive salary and benefits, performance bonuses, and incentive awards. We are proud to be an Equal Opportunity Employer.
Please appy directly on our website using this link: https://quench.clearcompany.com/careers/jobs/633fb328-789b-7b9d-7a89-e68ec46d0f8e/apply?source=931816-CS-29660
Job Type: Full-time