Vice President of Customer Service
Vice President of Customer Service
Under the direction of the EVP, Global Customer Service, the VP Customer Service will lead, manage, direct, and be responsible for the North American Customer Service Delivery Organization of roughly 200 personnel across the key support groups including: Job Seekers, Customer Support, Sales Support, Monster Government Solutions, USA Jobs Support, National Accounts Program, and Monster Canada. This individual will be the key driver of technology definition, execution strategy and implementation, metric management, customer satisfaction, client satisfaction, employee satisfaction and business process definition. This role is critical in fostering an environment that is focused on achieving and maintaining highly satisfied employees, customers, and internal clients. This role will develop the operation in a way that is scalable with company growth.
Essential Functions:
- Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to clients/customers.
- Manages all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
- Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients.
- Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
- Drive attainment and over attainment of established Customer, Client, and Employee Satisfaction Goals for Customer Service
- Create a professional atmosphere of mutual support among the employees in order to maintain the highest levels of organization flexibility. This includes the training of employees and management so that quality service is emphasized and delivered; and that career paths are obtainable, as employees understand their career potential.
- Identify linkages while acting as "change agent" to improve programs that will help the Customer Central teams meet their objectives
- Manage a substantial annual customer service budget and have full responsibility for the allocation of financial and human capital resources across the organization.
- Be a trusted advisor and senior business partner responsible for assisting sales, marketing, product, and other key Monster organizations in the design and implementation of business plans, strategy, methodology, and execution.
- Promote programs and initiatives to inspire high morale, employee retention and job satisfaction.
- Ensure quality customer service and availability on all inbound/outbound customer contacts.
- Develop strong management team through optimum selection, training and development, appraisal, motivational techniques, and performance management.
- Identify process breakdown points and work with cross-functional teams (internal and external to Customer Service) to develop solutions.
- Conduct regular meetings with Customer Service Managers and Supervisors to maintain two-way communication and achievement of organizational objectives.
- Monitor the expense process; establish budgets and constraints to assure expense goals are met.
- Manage the day-to-day business and operational activities of the Customer Service function.
Key Skills
Leadership: Emphasizing excellence - communicates strategy, goals, objectives, expectations as well as results and progress to team directors and managers. Displays flexibility and strong resource management. Interacts effectively with all audience levels. Demonstrates superior negotiation, coordination and conflict resolution skills. Displays excellent communication, presentation, and organizational skills. Earns trust and respect of others by coaching, inspiring and empowering teams of people to achieve strategic objectives. Customer Service: Provides direction and effectively leads by example to ensure that all services are meeting the stated business objectives on a timely basis, with excellent quality. Demonstrates flexibility, anticipates customer needs, and effectively communicates in a manner consistent with the audience (verbal, written, presentation), Demonstrates customer focus and understanding the voice of the customer and internal client Human Resource Management: Acts as a mentor and provides leadership by example. Able to balance the workload of reports and direct individuals of varying abilities. Effectively motivates staff to achieve business objectives. Demonstrates a capacity to recognize value and respect differences across a diverse work force. Builds an organization people aspire to join, has a focus on coaching and organizational development Financial Resource Management: Experience with financial planning and strategy, eliminates redundancies and provides for the most efficient and productive use of time and other resources. Demonstrates a consistent focus on minimizing expenses while maximizing results. Balances long and short term planning. Other: Managing processes and promoting process improvement, exceptional leadership, motivation and people skills, building relationships, decision making, business process reengineering, business case development, project planning 
Qualifications:
- 10-15 years related business experience
- Successful track record in achieving and exceeding operational goals in a high growth environment and sustained progress and success in a corporate environment as the result of strong business acumen.
- Analytical and metrics-driven, this individual has a strong customer service background, preferably in a consumer-oriented environment with similar challenges in supporting hardware, software, and service.
- Prior experience in managing a support group on a P&L basis, and a track record of achieving financial goals and making a consistent contribution to a company's operating profits. Ideally, prior experience with a multi-million dollar budget.
- Understanding of call center operations and technology
- Bachelor's degree in Business Administration or equivalent experience, MBA Preferred.
Monster Worldwide is an equal opportunity employer.
About Monster
Monster is the number one name in online recruitment. With close to 5,000 employees in three dozen countries, industry-leading products
and services, a global brand and unparalleled international reach, Monster is the preeminent destination for career and life management.
Monster has revolutionized the way people look for jobs and employers look for people. We are passionate about our mission: Inspiring people
to improve their lives.
Our explosive growth reflects the kind of people who work here: Forward thinking professionals from all industries who offer fresh ideas
and share the passion for excellence. Rise to the challenge - advance your career at Monster.
Work at Monster
The Monster Worldwide benefits package includes:
- 3 Healthcare Plan Options
- 2 Dental Plans
- Vision Plan
- Domestic Partner Benefits
- 100% Company Paid Life Insurance
- 100% Company Paid Short-Term Disability
- 100% Company Paid Long-Term Disability
- 401(k) Savings Plan
- Flexible Spending Accounts
- Tuition Reimbursement
- Flexible Paid Time Off Program (PTO)
- Paid Volunteer Time
- Charitable Giving
