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Head of Customer Experience

3 weeks ago

Melbourne, Australia SquareTrade Full time

Company Description

SquareTrade is the fastest growing company of its kind. We’re revolutionizing a $30b industry with service innovation and attention to customer satisfaction. We partner with some of the largest, most sophisticated retailers and carriers in the world (Amazon, Walmart, The Home Depot to name a few), consistently win industry awards, have received tens of thousands of 5-star reviewsand we’re just getting started. A member of the Allstate family, SquareTrade has headquarters in San Francisco and London. We are currently expanding in Europe and Asia Pacific, including Japan and Australia.

**Job Description**:
Reporting into our Director of Operations and supported by our Global Customer Experience function, this role is responsible for managing our outsourced call vendor relationship and performance, and driving improvements to the customer experience in partnership with key stakeholders.

You will be responsible for working with the team of Contact Managers, Analysts, Recruitment, HR, and Workforce Management Teams to ensure site performance goals and objectives are consistently met and exceeded.

This role will also oversee our internal claims management team. This team act as a second line support for the call and are responsible for providing solutions to more complex issues, in addition to case management to ensure claims progress efficiently after initial claim filing.

This role is a 12 month maternity leave position.

**What Makes This Role Unique?**
- Impactful Endeavors: Your strategies and actions will directly influence our customer experience and satisfaction ratings
- Growth-Oriented Environment: Gain a comprehensive understanding of our operations and be empowered to innovate
- Leadership Exposure: Interact frequently with top-tier management within SquareTrade

**We're Looking For Someone Who**:

- Lives and breathes the customer experience, obsessed with delivering exceptional customer outcomes
- Is constantly inquisitive, seeking the root cause of “why” and pursuing optimal results.
- Is an exceptional communicator, able to inspire others and navigate diverse teams.
- Remains unyielding in the face of challenges, bringing resourcefulness to ambiguous situations.
- Brings an analytical and strategic approach to resolving customer service and client issues
- Is highly organized and meticulously able to track projects and initiatives from inception through to launch
- Possesses world-class stakeholder management skills with the ability to build trust and gain credibility quickly at all levels of an organization

**Key Responsibilities**:

- Oversee our outsourced call centre vendor relationship to ensure proper and smooth workflow between our two operations
- Ensure call centre operations meet the SquareTrade business needs and deliver against our strategic objectives
- Monitor site performance KPIs and ensure objectives are consistently met and exceeded
- Identify operational deficits related to reporting, management, flow of information and communication and formulate plans for improvement
- Drive improvements to the customer experience in partnership with key stakeholders across operations, client partnerships, L&D, and Global CX
- Establish new processes that will reduce overall cost to claim
- Continually improve frameworks for managing claims caseload and implement proactive claims management strategies to optimise SquareTrade and customer outcomes
- In conjunction with Operations team, design and implement processes and procedures for case managing claims that exceed our SLAs, this includes working proactively with SquareTrade authorised repair agents to meet repair time SLAs
- Design process for managing product replacement queries, including team member KPIs for achieving product replacement savings / goals
- Work with the Australian leadership team to define short, medium and long term goals across Customer Experience and Claims Management for clients and customers
- Manage and report on all customer escalations, including AFCA and ACCC related complaints

**Qualifications**:

- In-depth knowledge and experience of Call Centre Operations and Management (5+ years of experience in a management role)
- Degree in one or more of the following disciplines: Marketing, Business, Economics, or a related field preferred
- Proven success in coaching, managing and negotiating outsourced partner resources
- An enthusiastic attitude towards technology, retail, and e-commerce sectors

Additional Information
**Our Core Values**:

- Customer Obsessed: treat every customer as if you were that customer
- Innovate: never stop asking how we can do things better
- Be an Entrepreneur: use resources wisely. Creativity, smart execution, and long-term thinking are free.
- Make an Impact: be passionate about what you do. Make a difference. Get stuff done.
- People Come First: Hire the best. Then, respectfully challenge them to do their best.
- Integrity: be honest, be humble. Be you.