Customer Experience Director

Merchant e-Solutions is an innovative, technology-focused company providing a full-service platform to support the payment processing needs for merchants of all sizes, including small business retail shops, B2B wholesalers, and global eCommerce enterprises. We partner with financial institutions, software developers, independent sales organizations, and agents to bring our solutions to market.

Why Join Us?

We’re growing and we’re looking for collaborative, innovative, and hard-working individuals to grow with us! We offer a modern and inspiring work environment (including a game room and free snacks!) where your ideas and contributions are valued. Come experience, first-hand, the impact of your contributions.

The Opportunity:
Responsible for the strategic development and delivery of operational processes, requirements, and technology to achieve key service outcomes in a B2B environment. This role creates a customer experience vision that supports our brand promise while leveraging customer insights and industry best practices to develop strategies focused on strengthening the customer experience.

This position leads a variety of teams that deliver customer interactions across multiple channels. Departments managed include:

• Customer Care
• Account Set up, Maintenance and Activation
• Quality Assurance

Your Responsibilities will require you to:

• Direct and oversee all aspects of the company’s customer experience policies, objectives and initiatives.
• Develop service level standards focused on response times and issue resolution.
• Establish policies and procedures that produce high quality customer service delivery and that reflect industry best practices.
• Ensure that systems are in place and are utilized to capture and report on service metrics, including any customer feedback or trends in product or service issues.
• Align customer service activities and initiatives to support and enhance the objectives of the organization.
• Recruit, manage and develop a pipeline of talent including experienced customer service agents, team leads, supervisors, and managers.
• Prepare annual budgets/forecasts for all areas of responsibility (or significantly assist in the process), analyze results, and ensure that all areas of responsibility meet budgeted expectations; identify opportunities to reduce expenses and add value.
• Work collaboratively with other departments, maintaining open and active communication, to ensure an effective customer experience and drive customer retention.
• Promote a high performing team that sets goals and constantly looks to improve upon the past successes.
• Perform ongoing process improvement exercises that promote continuous improvement.
• Implement reporting and analytics to understand key business drivers and look for ways to improve efficiencies, cut costs, and generate revenue.
• Drive quality and consistency through creation and maintenance of customer and internal knowledge bases.
• Manage to company’s planning and budgetary guidelines, while maintaining the service mission of the company.
• Coordinate and manage the implementation of new products and services within the Customer Service and Operations units.

Qualified Candidate Profile:

• 5+ plus years of call center management
• Proven success in leading teams to achieve sales and performance goals
• Working knowledge of the credit card industry, banking, or similar operation. Credit card acquiring experience preferred.
• Past experience in Project Management and the effective implementation of new or modified products and /or services in an operational work unit
• Team-oriented with demonstrated team building skills
• Strong interpersonal relationship and communication skills
• Strong Organization and negotiation skills
• Computer/technical skills including proficiency with Microsoft Office Suite products
• Exhibited abilities in Fiscal planning and budgetary requirements
• Detail oriented
• Demonstrated navigational aptitude for complex computer applications
• Problem solving skills
• Learning skills
• Ability to communicate with many departments/team environment
• Demonstrated ability to work with CEO/CFO levels

Preferred Skills:

• Bachelors or Master’s Degree in business or equivalent experience.
• Project Management or Six Sigma certification.
• Credit card acquiring experience.

Additional information

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Merchant e-Solutions is an Equal Opportunity Employer committed to a diverse workforce.