Director, Customer Service, Digital Media

Customer Service Director (New York, NY)

The Customer Service Director is responsible for the day-to-day management of outsourced call centers while achieving superior customer service results for multiple product lines while minimizing risks to the business.

Duties and Responsibilities:
• Monitor key business and process metrics that measure customer service
• Manage outsourced call centers
• Develop and support all customer incentive programs inclusive of fulfillment
• Resolve all customer escalations
• Manage, audit and analyze all regulatory and BBB complaints in conjunction with legal counsel
• Develop and maintain customer service M&P
• Lead calibration sessions with vendor
• Call monitoring
• Monitor and respond to consumer-initiated Internet blogs and websites
• Lead care implementation for new products
• Lead special projects
• Manage team of four

Qualifications:
• BA/BS degree required.
• 10 – 15 years customer service management experience within the on-line direct marketing industry focused on B2C subscriptions
• Excellent verbal and written communication skills; ability to deliver presentations to various audiences in clear and concise manner;
• Proficient in MS Office products
• Team player.
• Ability to excel in an entrepreneurial environment.