Description

Our client, one of the fastest-growing dynamic FinTech startups in New York are looking for a Head of Customer Experience Operations to join them.

We’re looking for someone with a passion for helping people who can join their high-functioning team of passionate support professionals and are keen to hear from people who have experience of growing a team in a rapidly growing company or start up.

The ideal candidate will lead a team focused on improving the customer experience. This candidate will help the business buildout their data models, tools and service offerings. You will define, build, launch and iterate on services and operations that their community of customers love. You will be on the ground floor of designing repeatable, scalable support and operational models in multiple locations with a global scope.

This role reports to the Chief Operating Officer.

Benefits:

  • High quality health insurance plan
  • Commuter benefits and 401k plan
  • Flexible work from home options
  • Generous Employee Referral Bonus, which means all employees have a meaningful stake in the business
  • Competitive compensation package with stock options at a high growth start-up
  • Dog friendly office
Key Responsibilities
  • Hire, lead and develop a team, collaborate with peers, and contribute to overall department and company strategic objectives
  • Plan, design, and launch repeatable, scalable operational structures and systems to serve our community of customers
  • Lead the project management and launch of an inbound customer service site and the team from the ground up
  • Lead the design and implementation of CX tool to include CRM, email, phone, text, chat, and social/community tools
  • Drive team analytics and trend analysis to solve root cause issues of customer and provider issues
  • Lead team planning, OKR-setting and tracking, and reporting processes
  • Drive data-sharing and collaboration with product management and engineering teams
  • Design and improve service models and workflows
  • Ensure appropriate resources are available to meet changing requirements and to support new business lines

 

To be considered for this fantastic opportunity, contact Steph today on steph@expandexecutivesearch.com or call +441273668715