Director, Customer Service, Americas Region

Multiple Locations
Required Experience: 0 year(s)
Employment Type: Full-Time
Salary Range: Not available
Posted 5 days ago

JOB DESCRIPTION
You’re an original. So are we.

We’re a company of people who like to forge our own path. We invented the blue jean in 1873, and we reinvented khaki pants in 1986. We pioneered labor and environmental guidelines in manufacturing. And we work to build sustainability into everything we do. Our brands stand for freedom and self-expression around the world.

Where we lead, others follow. For more than 160 years, we’ve used the strength of our brands to lead with our values and make an outsized impact on the world. We employ more than 15,000 people globally to support our great brands: Levi’s®, Dockers®, Denizen® and Signature by Levi Strauss & Co.™

The Director of Customer Servicen manages the overall direction, quality and productivity of customer service operations and the customer self-service experience in our Americas region.You will promote process improvements and keep pace with our growth while motivating others to meet the challenges of an extremely customer-focused and metrics-driven environment. You will also work with Product Management, Machine Learning, other teams to improve customer self-service experiences
About the Job
⏵ Participate on business leadership meetings, helping to develop, fund, and drive strategies and programs which improve the competitive position and profitability of the organization.

⏵ Guide creation of forecasts, staffing plans, quality initiatives, process change initiatives, Lean/Kaizen activities, and other change/Six Sigma initiatives.

⏵ Create a full P&L for customer service operations

⏵ Solve complex issues and proactively heading off negative service trends

⏵ Shapes the direction of the team, keeps them focused and motivated to deliver the right results. Combines a deep cross-functional business understanding with a long-term industry wide strategic context for all decision making. Understands how to position the organization for success. Apply best practices to all strategic decisions.

⏵ Measure and evaluate all work processes using Kaizen, Lean, and other improvement methods.

⏵ Develop and achieve performance goals and objectives in order to achieve customer promise expectations.

⏵ Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team

⏵ Partner and build productive working relationships with direct reports, peers, leadership, and other departments.

⏵ Maintain a complete and thoughtful understanding of technical systems in a complex automated customer service center. Implement change or develop new processes to provide the ability to better service multiple work types.

⏵ Guide and prioritize the development of customer-facing technology to help customers resolve their issue before reaching out to our contact center

⏵ Re-think, challenge and innovate our customer self-service experience, identifying and prioritizing which customer contact type use cases to go after, and providing a vision for the seamless integration of this experience with the corresponding Bot and Agent channels

⏵ Set the vision, direction and culture of the team by managing individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding the team accountable for meeting and exceeding performance targets.

⏵ Manage workflow, handle escalations, engage resources to address issues, and delegate workload across the team.
About You
⏵ Bachelor’s degree in Engineering, Operations or related field

⏵ Five or more years successful experience in Operations with demonstrated progressively increasing responsibility.

⏵ Excellent knowledge of statistical concepts and their application to operations along with expertise in the use of technical/statistical tools to guide quality and process improvement is preferred.

⏵ Demonstrable proficiency of Microsoft Office, in particular Excel and PowerPoint.

⏵ Commitment to employee development (including an emphasis on selection and retention).

⏵ Ability to deep dive/analyze customer related data and draw conclusions leading to improvement initiative recommendations.

⏵ Excellent planning, organizational and time and project management skills.

⏵ Strong oral and written communication skills, as well as a strong technical and analytical aptitude is required

⏵ Strong financial and business acumen

We put a lot of thought into our programs to provide you with a benefits package that matters. Whether it is for medical care, taking time off, improving your health or planning for retirement, we've got you covered. Here's a small snapshot:

⏵ 401K match: $1.25 for every $1.00 you contribute up to the first 6% of pay you save.

⏵ Five hours of paid volunteer time per month with nonprofit organizations

⏵ Product discount of 50% off regular-price merchandise

The Company's policy is to provide equal opportunity to all persons without regard to race, color, creed, religion, national origin, citizenship, sex, age, sexual orientation, gender identity or gender expression, marital status, Vietnam era/disabled veteran status, physical or mental disability, or other protected classes prohibited by applicable law. Company policy prohibits harassment of applicants or employees on the basis of any protected classes. The Company has established a continuing Affirmative Action Program to assure equal employment opportunity in all its policy decisions affecting recruitment, selection, assignment, promotion, training, and all other terms and conditions of employment.­
LOCATION1155 Battery St. San Francisco, CA, 94111FULL TIME/PART TIMEFull time