Director, Customer Lifecycle Management
hace 12 días
Kirkland
Job DescriptionPosition Title: Director, Customer Lifecycle Management $120,777 to $164,870 annually DOE Comprehensive health benefits include - medical, dental, vision, 401k, flexible spending account, paid sick leave and paid time off, parental leave, quarterly performance bonus, training, career growth and education reimbursement programs. At Ziply Fiber, our mission is to elevate the connected lives of our communities every day. We are delivering the fastest home internet in the Northwest, with a focus on areas traditionally underserved by mainstream internet companies. And as our state-of-the-art fiber network expands in WA, OR, ID and MT, so does our need for team members who can help us grow and realize our goals. We may be building internet, but we are reaching real people. We strive to build relationships and provide customers and communities with refreshingly great experiences. We emphasize our values in all our interactions: Genuinely Caring: Our customers and colleagues are people, and quite possibly our neighbors. We put ourselves in their shoes and give them our full attention. Empowering You: We empower our customers to choose the products that best meet their needs, and we support our employees to implement solutions that elevate the experiences of our customers and coworkers. Innovation and Improvement: We always look for ways to make the experiences of our customers – and each other – better. Earning Your Trust: We earn trust by communicating simply and transparently as real people, not as a corporation. Job Summary This position is based in our Kirkland, WA office. The Director of Customer Lifecycle Management will help stand-up a cross-channel Customer Experience workstream to build strategies that engage and support customers throughout their lifecycle ensuring high levels of satisfaction and Net Promoter Score (NPS) at both a transactional and relational level. This role provides thorough leadership, strategic direction and execution based in analysis of industry best practices, competitive positioning, customer segments, user flows and consumer decision making drivers. The position works closely with data science and data engineering to model improvements that drive a refreshingly great end-to-end omni-channel customer experience. Essential Duties and Responsibilities: The Essential Duties and Responsibilities listed below are a range of duties performed by the employee and not intended to reflect all duties performed. • Lead and develop a high-performing team responsible for a driving a refreshingly great customer experience through communications, experiences and customer lifecycle management., • Oversee our customer's entire lifecycle from acquisition and onboarding through retention and advocacy., • Diagram the key customer journeys across the lifecycle and use data analysis and predictive modeling to identify revenue and retention opportunities that optimize the customer experience and maximize satisfaction., • Analyze user research, customer insights and feedback to develop and deploy our customer experience strategy, including customer journey implications for different customer segments, • To support customers’ lifecycle experience, oversee the quality, clarity, tone, timing and relevance of communications via email, SMS, website, Care and App to maximize CSAT, NPS and lifetime value., • Build playbooks to reduce friction and avoidable contacts at key moments (installs, billing, support etc.) and inform playbook items for future scaled acquisitions., • Ensure that all leaders have a clear understanding of the company’s vision and goals for a refreshingly great customer experience, and of their organization’s respective contribution., • Collaborate with Sales, Field Operations, Product, Business Intelligence, Development, Support, and Web teams to educate them about the customer experience realities, expectations, moments of truth, goals, improvement and personalization opportunities and ensure a unified and refreshingly great customer experience., • Drive thoughtful and efficient design and delivery of programs or experiences that enhance lifecycle stages and user journeys, automating where appropriate., • When appropriate, develop and evaluate prototypes or updated features using usability testing to gather feedback and refine solutions., • Establish and implement the company’s customer experience roadmap for holistic management and improvement as internal capabilities increase and external expectations evolve., • Work with Business Intelligence to develop and monitor customer experience performance dashboards to track and outline actions for improving key CX metrics (NPS, CSAT, effort score, contact rate, etc.)., • Performs other duties as required to support the business and evolving organization. Required Qualifications: • Bachelor’s degree in business, marketing, or a related field required., • Minimum of seven (7) years’ experience in customer centric leadership roles required., • Minimum of four (4) years of experience in previous customer-management roles, such as voice of customer, experience design, customer care, customer intelligence, and customer loyalty., • Demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum., • Proven ability to manage diverse efforts’ synergies., • Experienced in navigating ambiguity and change with an entrepreneurial mindset., • Proven track record of customer-centric decision-making and key metric improvement. Preferred Qualifications: • Experience in subscription-based businesses, telecommunications, or Internet Service Provider (ISP) environments is a plus., • Strong background in customer research and analytics techniques, customer strategy, process improvement, human-centered design (HCD) and performance management., • Track record of frequent personal interactions with customers., • Tech-savvy in evolving technologies, with an eye to automate for improved customer experiences., • Confident public speaker and experienced facilitator of group sessions., • Work experience in multiple Profit & Loss (P&L) units or multiple functional areas, such as marketing, quality, service, etc., • Certified Customer Experience Professional (CCXP) credentials. Knowledge, Skills, and Abilities: • Ability to work independently and apply sound judgment and reasoning skills to a variety of situations., • Ability to multi-task and collaborate effectively with other personnel to meet deadlines., • Strong verbal and written communication, attention to detail, and organizational skills., • Ability to work within critical deadlines., • Ability to adjust to rapidly changing priorities and schedules., • Ability to provide excellent customer service. Work Authorization Applicants must be currently authorized to work in the US for any employer. Sponsorship is not available for this position. Physical Requirements The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Essential and marginal functions may require maintaining physical condition necessary for bending, stooping, sitting, walking, or standing for prolonged periods of time; most of time is spent sitting in a comfortable position with frequent opportunity to move about. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. Work Environment Work is performed in an office setting with exposure to computer screens and requires extensive use of a computer, keyboard, mouse, and multi-line telephone system. The work is primarily a modern office setting. At all times, Ziply Fiber must be your primary employer. Unless otherwise prohibited by law, employees may not hold outside employment nor be self-employed without obtaining approval in writing from Ziply Fiber. In holding outside employment or self-employment, employees should ensure that participation does not conflict with responsibilities to Ziply Fiber or its business interests. Diverse Workforce / EEO: Ziply Fiber is an equal opportunity employer. Ziply Fiber will consider all qualified candidates regardless of race, color, religion, national origin, gender, age, marital status, sexual orientation, veteran status, and the presence of a non-job-related handicap or disability or any other legally protected status. Ziply Fiber requires a pre-employment background check as conditions of employment. Ziply Fiber may require a pre-employment drug screening. Ziply Fiber is a drug free workplace.