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Sr. Director, Sales & Operations Innovations, Member Services Org in Hoffman Estates, IL at Sears Member Services Organization

Date Posted: 4/12/2019

Job Snapshot

Job Description

Req/Job ID: 972318BR
Employing Entity: Sears, Roebuck and Co.
Employment Category: Regular, Full-time
Job Function: Operations
Store ID: 58490: Sears Roebuck & Co.

Sr. Director of Sales & Operations Innovations, Member Services Organization (MSO), is chartered with providing superior customer experience through MSO interactions, while reducing the cost footprint and driving top-line growth. Responsible for identifying, analyzing, and improving the member journey, including all sales and care milestones. Delivers cross-departmental collaboration, analyzing member feedback to driving towards a 5 star experience in every member interaction and partnering to design and implement processes and systems that meet member needs while providing a transformational experience through use of self service offerings across technology platforms, including voice, chat, web, bot, social media & SMS.

Primary Responsibilities
  • Develops and executes innovative solutions, including member self-service, driving efficiencies through improved operations technology. Decreases non-value-added member contacts/touchpoints, while driving top-line growth, margin improvements, and an enhanced member experience. Achieves goals by leading contact center teams to build and support transformation of current organization to a world class member services organization through strategy design and execution
  • Provides MSO sales leadership, driving continual sales performance improvements as defined by close rates, product offerings and margin contribution across all lines of business, through partnering with Business leadership both within the MSO and across the enterprise

Job Requirements

Additional Responsibilities:
• Leads metric design for sales and service KPIs, including reporting requirements
• In concert with the MSO Technology leaders, provides leadership to team supporting end-to-end Roadmap Development, Product • Management, and Program Management and leads continuous process improvement team to identify and address opportunities to improve the member experience via all formats, including self-service, phone, web, chat, and mobile formats
• Leads MSO project management team, creating new service offerings as directed
• Chartered with the business design of CRM and IVR tools, specifically addressing the advisor tool sets required to provide a singular resolution for the customer/member needs
• Oversees MSO member success activities and partners across the enterprise on member surveying strategy, member success management, and customer journey tracking. Secures positive customer experiences as measured by NPS/CSAT.
• Ensures teams are measuring and managing channel performance according to internal SLAs with line of business partners and working through team and client partners to identify quick hit improvements executed in a fast, effective, and focused manner
• Performs supervisory functions, including but not limited to, making employment decisions regarding hiring, promoting, demoting, and termination, conducting performance appraisals and coaching and developing associates

• 10+ years related senior leadership experience in a customer-facing organization, with proven positive influence on customer experience, revenue generation, efficiency gains, 5+ years experience managing salaried professionals
• Experience in contact center leadership, with solid understanding of contact center telephony, CRM/agent interface systems, service and sales strategy design and implementation, and both in-house and outsourced models
• Proven ability to communicate with executives and staff in large corporate environment, with the ability to increase understanding and influence decisions
• Proven analytical and problem solving skills to identify root causes and drive improvements across a large, matrixed organization
• Adept at building and nurturing productive relationships within and outside of the organization and using those relationships to identify opportunities and best practices and then drive accountability and results through others
• Project management skills and a demonstrated track record of initiating significant organizational process improvements and organizational change with bottom line success. Experience in a Six Sigma, LEAN environment
• Ability to travel internationally
• Proficient in MS Office programs, including PowerPoint, Excel, and Word
• Ability to meet the physical requirements of sitting and some standing and walking, with bending and reaching as necessary
• Ability to demonstrate self-control by maintaining composure and keeping emotions in check even in difficult situations
• All employees/associates may in the course of their duties come in contact with Credit / Debit Card Data. If this data is exposed as part of their position in the site/center, the associate must protect that data as directed and required by the compliance team to ensure SHC s compliance to current Payment Card Industry (PCI) Data Security Standards (DSS)

Preferred Skills:
Experience in multi-channel (online, retail stores, mobile, etc.) formats and experience leading significant call center operations, familiarity with innovative contact center technology, including artificial intelligence (AI), chatbots, messaging applications, and other automated customer service technologies

#Corporate, #CallCenter