Customer service director serp_jobs.h1.location_city

Description

At The IRONMAN Group , our purpose is clear : to inspire people to unlock their greatest potential through sport, pushing beyond limits to become the fullest expression of human achievement. Through our BE ICONIC vision, we are building the most loved brands, producing the worlds most inspiring events, and fostering deeply engaged communities that change lives. By 2028, we aim to empower over a million athletes to cross a finish line each year and inspire a billion people worldwide through the power of the human spirit. As part of our team, youll join a high-performance, caring culture where innovation thrives, communities are uplifted, and every achievement, big or small, is celebrated. Youll help shape experiences that fill hearts, consume minds, and enrich souls. This is more than a job. Its a chance to be part of a global movement, to lead from the front, and to leave a legacy. Together, we create moments that last a lifetime. The IRONMAN Group is the world's largest operator of mass participation sports, delivering over 200+ events a year across 55+ countries thanks to a passionate global team. For more information, visit www.ironman.com / about-ironman-group.

For our IRONMAN Group in the United States, we are seeking a highly motivated individual for the position of Director, Global Customer Service Enablement .

The Director of Global Customer Service Enablement is a critical position that will develop and drive various strategies and execute plans to improve the customer service experience, increase global efficiency and enable the business to achieve scalable growth. This is a new position that will require strong strategic thought leadership and hands on tactical service management of systems, tools and processes to support the service experience for all IRONMAN Group customers.

What Youll Be Doing

• Develop key elements of Service enablement while partnering across Ops / Marketing / Tech / Reg / Legal. This could include process improvement, voice of the customer or internal stakeholder impact analysis, development and rollout of better tools to bring value to our customers and service teams.
• Independently scope, lead & own workstreams within a larger initiative and / or support the completion of specific projects within larger more complex workstreams.
• Create, compile, and analyze ideas for service improvement. Analyze and evaluate based on customer, financial, front line service team and competitive considerations depending on the nature of the project.
• Conduct pilots to ascertain best practices for future implementation of enablement activities.
• Design & continuously refine processes, roles, tools & metrics.
• Cultivate strong relationships across the organization and partner with business units to solve problems and identify business improvement opportunities.
• Have a passion for the customer perspective and bring it to your projects as a north star. Understand the perspective of the front-line service teams, understand the world from their point of view, develop a passion for making them amazingly successful at everything they do!
• Lead and execute initiatives focused on optimizing the digital customer experience, including knowledge base, chat bots, and self service capabilities.
• Lead and execute initiatives that improve the case management function, including optimizing the CRM, building out SLA reporting, establishing basic WFM functionality, and routing strategies.
• Build out our ability to gain VOC insights and the strategy on how to action against those observations to optimize our NPS

Requirements

What You Bring to the Team

Why Youll Love Working With Us

At The IRONMAN Group, were not just building careerswere building lifestyles driven by passion, performance, and purpose.

The above declarations are not intended to be an all inclusive list of duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job and are a reasonable representation of its activities.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.

#J-18808-Ljbffr