Director Customer Care

Green Mountain Coffee

(Massachusetts, United States)
Full Time Travel Required
Job Posting Details
About Green Mountain Coffee
WHO WE ARE OUR VALUES OUR LEADERSHIP OUR LOCATIONS Keurig Green Mountain is reimagining how beverages can be created, personalized, and enjoyed, fresh-made in homes and workplaces. We are a personal beverage system company revolutionizing the beverage experience through the power of innovative technology and strategic brand partnerships.
Summary
We are seeking a consumer-focused, passionate, and proven leader who possesses exceptional people management skills and strategic capabilities to lead our Consumer Care (B2C) function. The Director of Consumer Care will be based in our Burlington, MA office and will be responsible for the overall management of the Consumer Care team, across four U.S. locations. As the leader for this function, you would be accountable for: recruitment, training, and development of all direct Customer Service Representatives. In addition, you would be expected to collaborate with several cross-functional leaders to provide guidance and insight on product development, quality, web design, sales, and marketing programs.
Responsibilities
* Provide direction, and support the development of the Managers and Supervisors. * Own, develop and maintain all policies, procedures, templates, FAQ’s, and manuals. * Develop budgets and resourcing plans for the B2C group, adhering to budgetary controls. * Define short and long-term operating strategies to support our organizational goals and objectives. * Lead the establishment and process of setting annual goals, objectives, and performance for the team, ensuring timely attainment of set standards. * Regularly oversee the performance of the 3PL to ensure a smooth operation of the two call centers located in Brunswick, GA and Melbourne, FL. Regularly monitor and ensure their representation of Keurig’s “Excellence in Customer Service” is continually met and complies with all quality standards. * Be accessible on nights and weekends to support and react to any urgent issues that may arise * Establish standards of the 3PL call forecast to meet the goals and stay within department budget. * Partner with various functions and leaders within Sales, Marketing, IT, Finance, Distribution, HR, Legal, Product Planning, Engineering and Quality to achieve integrated operating goals. * Interface with Keurig Green Mountain management at all levels * Communicate with leadership regularly to highlight any and all issues that are pertinent to the successful operation of the Consumer Care Department. * Create a culture of ultimate Consumer Satisfaction (Consumer Focus)
Ideal Candidate
**What you must have:** * Bachelor’s Degree in related field with 10+ years’ experience leading a Customer Service team/call center. * Commitment and passion to customer service excellence – “Consumer focused” * Strong knowledge of Customer Service Technology * Experience operating in a multi-channel consumer interaction environment * Outstanding decision-making skills, characterized by rational judgment, common sense and acute intellect. * Exceptional work ethic, commitment and determination; ability to thrive in a fast paced environment * Strong financial and analytical skills; comfort and experience with information technology * Proven ability to influence critical business decisions, typically in areas of sales and marketing * Ability to travel domestically 15-20% of time * Ability to follow Keurig policies and procedures.
Compensation and Working Conditions

Working Conditions

15-20% of time

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