Job Summary

Director of Operations in Mission Driven at Togetherwork is a transformative and dynamic leader that inspires and engages with a diverse team of customer care employees. This role will set the standards to follow that embodies our core values and how customer care will be executed. This leader must be passionate about mentoring, growing, and leading a team.

Responsibilities

• Build a high-performance team, and an engaging culture of excellence driven around providing customer experience ensuring that we gain and maintain recognition for the quality of customer service that we provide.
• Create an environment that attracts and retains top talent. This includes identifying and providing growth opportunities for high performing employees.
• Establish and maintain service levels and key customer support performance indicators (KPIs) that support our strategic goals that consistently challenge current service levels and drive to improve our customer experience.
• Create, develop and/or implement technology, tools and processes used to proactively identify opportunities that maximizes productivity and drive innovation around our customer service experience.
• Prepare and deliver business updates, performance metrics, and other complex information in various formats, including verbal and written presentations that need to be tailored to the appropriate audience.
• Ensure alignment of people, process, and technology. Delivering a positive change across the company along with impactful customer experience.
• Deliver cost efficiencies and increased Customer Net Promoter Scores/CSAT scores.
• Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.
• Partner with other department leaders to continually review and improve business processes with goals of better customer experience (internal and external) as well as cost efficiencies.
• Develop and coach leaders for growth as well as identify future leaders and developing bench strength.

Requirements

• Bachelor's Degree, preferably with a focus in business, communications, or technology
• 4+ years of customer support leadership experience required in technology industry
• Fully understand various customer support platforms such as: web chat, email, and phone
• Experience with large scale system implementation preferred
• Intermediate MS Office (Excel, Word, PowerPoint and Project) required
• Experience working with a ticketing system (Zendesk a plus)
• Ability to thrive in a busy, fast-paced environment

Excited about this role but don't meet every single requirement? Studies have shown that women and other marginalized groups are less likely to apply to jobs unless they meet every single qualification. At Togetherwork we are dedicated to building a diverse, inclusive, and authentic workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

The Company offers a comprehensive employee benefits program, including:

• Medical, dental, and vision insurance options
• 100% Employer paid short/long term disability
• Basic Life
• 401(k) option with 100% company match
• Flexible paid personal/vacation time built on mutual trust and accountability
• 10 sick days annually
• 9 company paid holidays
• 6 weeks paid parental leave

Inclusion and Diversity: Togetherwork is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. Togetherwork does not make hiring or employment decisions on the basis of race, color, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national origin, or any other basis protected by all local, state or federal laws.

Salary Range Disclosure

The base range represents the low and high end of the Togetherwork salary range for this position. Actual salaries will vary and may be above or below the range based on factors including, but not limited to location, experience, and performance. The range listed is just one component of Togetherwork's total compensation package for employees. Other rewards may include discretionary bonuses, long term incentives, a flexible paid vacation/personal time policy, 6 weeks paid parental leave and more.

Salary Range

US Remote: $110,000 – $125,000 USD per year

Excited about this position but the salary is a little below your expectations? Tell us what you need to make you happy, and we will see if we can make it happen based on how closely your skills and experience fit the qualifications of this position.

Togetherwork is a family of entrepreneurial businesses providing online dashboard solutions (SaaS) to groups and organizations for management, administration, and payments. Its purpose is to help these businesses grow, become more efficient, increase revenue, and provide excellent service to their members and constituents.

Togetherwork's business lines provide software and payment solutions to a range of groups, including associations, fraternal organizations, museums, nature centers, pet services, universities, and zoos.

At Togetherwork, we are building the leader in Group Management Software and Payments by bringing together companies that connect people with the institutions most important to them. Our group of innovative companies are best-in-class in their respective verticals with strong management teams and commitment to customer service. When you start here, you will find yourself in an environment that is exciting, motivating, challenging, and fun. https://www.togetherwork.com/solutions/