Customer Care Senior Vice President

North American Bancard is committed to helping businesses prosper through innovations in credit card processing, ecommerce and mobile payments. We are building the next generation of payment technologies and experiences.

We are seeking a Senior Vice President of Customer Care to lead and direct the Customer Care organizations for North American Bancard and its family of companies. This role is responsible for creating a positive culture and customer service mindset throughout the organization. The goal, "To be the easiest payment services provider to work with" will be accomplished by delivering best in class service to our customers.

We are looking for a leader who will ensure all performance metrics are met or exceeded and will work cross functionally to develop the strategy and business model for the most effective and efficient results.

Essential Duties & Responsibilities:

• Leads high performing team of customer care leaders
• Measures effectiveness of the customer service function by refining metrics for the team, providing status updates to leadership
• Accountable for ensuring customer care team members meet all key performance indicators
• Evaluate, implement and manage customer care systems to provide organization efficiency for the operations
• Oversee contract negotiations for new or existing customer care vendors
• Provide regular updates to leadership on performance trends and activities
• Identify improvements to process and customer experience and develop best practices
• Work closely with all internal stakeholders/departments to add insight into operational reports and data
• Engages cross functionally to include leaders from key areas of the organization
• Manage customer/merchant escalations and relationships. Work with customers on support issues and requests
• Collaborate with Marketing to measure customer satisfaction and collect customer feedback for each area of the business
• Develops strategic training programs in order to meet business objectives
• Drives continuous improvement and championing positive change to improve service levels, increase customer satisfaction, reduce call wait times and reduce resolution times by exceeding industry standards
• Develops and executes an effective staffing plan for Customer Service using data driven forecasting techniques
• Foster a culture of engagement and excitement
• Proactive providing feedback across departments regarding customer concerns and user experience
• Other duties as assigned

Education and Experience:

• Bachelor's degree and/or recent, equivalent experience
• Master's Degree preferred
• Minimum 10 years of experience leading a customer care/contact center function and team
• Payments Industry experience preferred
• Prior experience developing the customer service function with demonstrated abilities in working cross functionally within an organization
• Proven track record of implementing process improvements resulting in increased customer satisfaction
• Experience building and executing strategic growth plans for a customer service organization
• Experience using customer relationship management tools
• Expertise in analyzing and reporting support operations metrics
• Excellent written and verbal communication skills
• Strong organizational and delegation skills

Knowledge, Skills & Abilities:

• Ability to see past day to day activities and look for innovative ideas to continuously improve
• Ability to balance process with adaptability and flexibility to meet the needs of the business and customer
• Ability to work successfully and efficiently amidst interruptions and/or distractions
• Effective at collaborating with different teams to deliver solutions
• Shows clear ownership and accountability for projects from start to finish
• Ability to thrive in a fast paced, rapid growth environment

Additional Information:

Direct Reports: Yes

Travel Requirements: 10%

License and Certification Requirements: None

North American Bancard reserves the right to alter this description at any time.

At North American Bancard we celebrate diversity and create an inclusive environment for everyone. We are an equal opportunity employer.

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