Head of Customer Service Operations & Experience

Mary Kay Inc.; Dallas (TX); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Generous Paid Time Off

401K & Profit Sharing

Free On-site Fitness Center & Health

Tuition Reimbursement

Employee Product Discounts

Job summary

Mary Kay Inc. in Dallas, TX is seeking a Manager, Customer Service to lead the Customer Service function, including Service Center operations, Workforce Management, and Training and Quality Assurance.

You will translate business priorities into consistent service experiences and drive continuous improvement across channels. You will oversee people, processes, technology and resources, partnering with senior leaders and cross-functional teams to deliver reliable operations for the independent

Qualifications

• 7+ years of Customer Service operations, Strategic Communications, or related field.
• 7+ years of supervisory experience.
• Bachelor/University Degree in Business, Communication, or related area; MS/MBA desirable.
• Substantial people-leadership experience with managers and large multidisciplinary teams.
• Advanced understanding of the direct selling industry and the needs of the independent sales force.
• Proven ability to develop customer service strategy, lead contact center or service operations, and implement process enhancements.
• Proven ability to lead event strategy and oversee complex event production, content, messaging, promotion, registration and vendor management.
• Strong strategic, financial, analytical, project management, decision-making and problem-solving capabilities.
• Ability to define performance measures, interpret data, and present recommendations to executive leadership.
• Excellent written, oral, presentation and interpersonal communication with executives, sales force, employees, vendors and global partners.
• Demonstrated ability to lead organizational change in a matrixed organization.
• Working knowledge of customer service technology; Salesforce Service Cloud or Vonage experience preferred.
• This role requires onsite work at the Global Corporate Headquarters in Addison, TX.

Responsibilities

• Develop and execute the customer service strategy and annual operating priorities in alignment with Company goals and values.
• Define service standards that create consistent, high-quality experiences across the independent sales force journey.
• Build an ownership culture in which team members strengthen relationships and provide effective recommendations.
• Oversee roadmap for customer service platforms, capabilities, policies, and processes.
• Establish and continuously enhance an effective support model across channels and touchpoints.
• Drive improvements to service capabilities and processes for consistent customer interactions.
• Translate customer insights, program data and benchmarks into clear recommendations for leadership.
• Define success measures and KPIs; review performance and sponsor continuous-improvement initiatives.
• Optimize use of people, technology, time and resources for cost-effective operations.
• Lead change management for process, technology and program improvements with stakeholder alignment.
• Partner with senior leaders to understand needs, resolve issues and coordinate action.
• Lead, coach and develop customer service leaders and teams with clear priorities and accountability.

Skills

Customer Service Leadership

Strategic Planning

Operations Management

Cross-functional Collaboration

Data Analysis

Education

Bachelor's degree in Business/Related Field

MS/MBA desirable

Job description

Mary Kay Inc. in Dallas, TX is seeking a Manager, Customer Service to lead the Customer Service function, including Service Center operations, Workforce Management, and Training and Quality Assurance.

You will translate business priorities into consistent service experiences and drive continuous improvement across channels. You will oversee people, processes, technology and resources, partnering with senior leaders and cross-functional teams to deliver reliable operations for the independent