Director Of Complaints Management

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 reviews… and 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.

The Director of Escalations is responsible for developing and implementing business strategies to effectively manage all customer escalations and provide reporting updates to internal stakeholders and external partners.

You will lead and manage a team of over 50 contact center supervisors and resolution specialists across multiple global locations. Your team is responsible for handling escalations in real time arising from within the contact centers, as well as from social media and external retail partners.

In this role, you will report to the VP of CX and partner with CX leadership to improve the customer experience and enhance our world class support services. We will work together to identify and address causes of escalations and opportunities to build better customer experiences.

You will also drive escalation communications with each retail partner and to internal stakeholders, including senior management members across the company. You will meet monthly with many of our largest retail partners to provide updates on escalation reporting and mitigation efforts and respond to day-to-day inquiries on high profile escalations.

Responsibilities Include:

• Serve as part of the leadership teams of our CX Department
• Monitor for and track customer complaints from a range of sources, including our customer support channels, social media, and consumer advocacy organizations (e.g. BBB)
• Liaise with CX management team to inform training and development opportunities for frontline agents and develop the best practice for complaint handling across all teams
• Deep understanding of requirements specifically around complaints handling and problem resolution
• Analyze complaint patterns to identify common root causes, and proactively advocate for operational or product improvements to mitigate future risk
• Identify complaints which raise potential legal or regulatory issues, and work with key stakeholders to drive further investigation, corrective action, and proper reporting
• Working with external partners to satisfy demands for issue handling and monitoring. This will include presenting in regular business reviews as well as responding to urgent and high level escalations
• Other duties as assigned
• You will need to learn and then demonstrate mastery of SquareTrade’s customer experience, including Claim handling
• This role is remote. Travel to SquareTrade offices will be required periodically
• Work directly with key stakeholders across department to ensure that they are managing the business properly with reference to complaints, process errors, or bad service within multiple contact center locations

Qualifications

• 10+ years management experience leading a high-volume contact center team
• Strong leader without ego who can inspire, motivate and lead a complex organization
• Excellent judgment handling complaint management and problem mitigation
• Willingness to learn the business from the ground up. It will take some time, but you will not succeed in this role unless you become a subject matter expert in SquareTrade operations
• Bachelor’s Degree or higher required
• Demonstrated track record delivering metric-based performance on contact center KPIs
• 15+ years in contact center environments
• Superior written and presentation skills and an executive presence
• Demonstrated proficiency in required software (Word, Excel, PowerPoint or Google equivalents) and computer skills
• Action oriented with a sense of urgency to get things done
• Ideal candidate would have experience in an office of the president, escalation handling or similar roles
• Experience managing a distributed org of 50+ Customer Service specialists

Additional Information

At SquareTrade you'll have access to:

• 5% company match into 401(k)
• $75 monthly allowance to support self-care and well-being
• Various corporate perks and discounts
• $80 monthly internet connectivity stipend
• Paid volunteer time to give back to the community
• Career experience programs, tuition reimbursement and unlimited access to online courses to support your professional growth
• Flexible paid time off plus a generous holiday schedule
• Inclusive fertility care plan
• Open access to mental health benefits including 1:1 therapy, coaching sessions and digital resources
• Reimbursement for in-home office setup
• Robust medical, dental and vision coverage with generous employer contributions tailored for our diverse workforce
• Supportive leave policies including paid parental, grieving and loss, and domestic violence protected leaves
• Hybrid work arrangements

(Colorado Only) Pursuant to applicable law, SquareTrade estimates the possible compensation for this role, if hired in Colorado, to be within the following range: $140K-$160K.

The Team: http://www.squaretrade.com/leadership

SquareTrade is proud to be an Equal Employment Opportunity employer. We are committed to creating an inclusive work environment for all employees. We celebrate diversity and encourage applications from all qualified individuals regardless of race, religion, color, national origin, sex, gender identity, gender expression, sexual orientation, age, marital status, veteran status, or ability status.