Description:
Re:Car is seeking an experienced Leader of Customer Experience to be a player/coach to build and lead our Customer Experience team. You will own the processes and the team build that is ultimately responsible to direct the day-to-day operations of customer engagement, order management, and strategy as we strive to satisfy and delight each and every Re:Car customer and attain our sales objectives for our products. You will also be member of the Commercial leadership team and a catalyst to our strategic plans as we scale our organization and pave the way for future growth. The ideal candidate is eager to reinvent the automotive industry by creating EV customers primarily through an online digital channel.
What You Get To Do
- Design and own the execution of strategies to optimize the customer experience, as aligned with Re:Car's vision and principles, that deliver intended results.
- Act as the voice of the customer, developing and driving performance measures, metrics, and service-level agreements with the aim of streamlining the customer journey, converting and delighting customers.
- Find opportunities to leverage systems, standardization, data analytics, and technology to get results in a lean manner while constantly improving the customer experience.
- Collaborate and align with critical team members to deliver against targets, while directly contributing to a lean operation through the design of efficient workflows that include external solution providers, such as vehicle title, registration, and delivery partners.
- Lean into best-in-class technology solutions and innovative processes to support the needs of a scaling organization.
- Build, actively promote, and support a diverse workforce while fostering an environment characterized by trust, partnership, and respect; establish vision and strategies for retaining a strong team
What You Bring To The Team
- Equipped with 11+ years’ hands-on experience in contact centers, digital retail operations, or digital automotive sales.
- Experienced in leading customer service teams of at least 50+ employees, both on-site, remote, and through third-party service providers.
- An organized and effective cross-functional collaborator who communicates effectively online and in person.
- A motivational people leader with an eye for development who can advance strategic direction while supporting individual autonomy and accountability.
- Able to travel as needed
- Bachelor’s degree in Business Administration or related field.