Careers at Bob’s Discount Furniture

VP, Customer Care Operations in Manchester, CT at Bob's Discount Furniture

Date Posted: 1/28/2021

Job Snapshot

Job Description

The VP of Customer Care will lead the Customer Care and Outside Tech departments and initiatives.  They will be accountable for customer interaction and experience, as well as the subsequent impact on brand from customer touchpoints.  They will focus on continual improvement of practices and processes to ensure Bob’s remains an industry leader with exceptional customer experience. The VP will oversee finances of the entire department; which includes budget for technology, vendors, administrative costs, etc.  It is our goal to continue to offer customers exceptional service, with timely and satisfactory resolutions to their concerns.  The VP will be responsible for establishing KPI targets, and using analytics to measure department success.  They will work to build technology to promote self-service and resolution of issues. They must collaborate across the company to improve overall customer experience.  

Job Responsibilities

  • Set strategy and vision for the Customer Care organization in partnership with other business leaders, to create excellent customer experiences through technology, automation, etc.

  • Manage finances within the department and continually identify opportunities for improvement and cost savings

  • Maintain and track analytics to ensure the Customer Care team is delivering a consistently high level of customer satisfaction and experience

  • Continuously work with team and cross-functionally to build brand loyalty and retain customers throughout difficult experiences

  • Ensure excellent cross-functional partnerships and communication to positively impact team and company performance

  • Collaborate with other business leaders to ensure alignment on priorities, and continually review policies and procedures that impact customers and employees to ensure alignment

  • Develop the Customer Care team and leaders to positively impact long-term success of department and career growth/aspirations

Required Qualifications

  • Bachelor's Degree

  • 10+ years’ experience in Customer Care / Customer Service discipline

  • 6+ years managing teams and in a leadership role

  • Proven ability to think strategically and set goals and direction

  • Strong analytical skills and ability to make data driven decisions

  • Understanding of related technology

  • Excellent communication and interpersonal skills

  • Strong skills with Microsoft Office - PowerPoint, Excel and Outlook in particular

  • Proven ability to form great cross-functional partnerships in pursuit of goal and priority alignment, etc.

Preferred Qualifications

  • Experience in Retail industry

  • Experience with home improvement / home furnishings

Bob’s Discount Furniture is proud to be an Equal Opportunity Employer and is committed to reasonably accommodating qualified persons with disabilities to enable them to perform the essential duties of their position.