At Shipt, we are transforming the shopping experience and giving time back to consumers. Shipt Shoppers handpick everything from fresh groceries to household essentials, then deliver them to your door in as little as one hour.

Shipt is searching for a Director of Customer Service to join our team! Reporting to the Vice President of Customer Service, they will be responsible for providing leadership, mentorship, and direction to the customer service team.

The Director of Customer Service will be responsible for leading strategic programs that drive greater coordination, consistency and ultimately provide a better support experience for our team members, customers, shoppers and partners.  They will be able to not only see the big picture and what needs to be done, but more importantly why it is important and how it all fits together. You must be analytically driven, entrepreneurial, and a creative problem solver who knows how to lead and execute in order to be successful in this role.

The Director of Customer Service will be responsible for ensuring the delivery of real-time support via multiple channels and with a distributed team. You will be highly proficient in motivating, developing, and leading teams of hourly and salaried employees. The role will have an ownership mentality and accept accountability for performance, work culture, and employee experience.

Our concierge class service is famously genuine, professional, and crisp. It's composed of great people backed by streamlined processes and clever automation. Your job is to optimize the efficiency of the operation, manage costs, and explore new tactics (vendor outsourcing) while delivering best-in-class service.

Your Responsibilities:

• Manage a customer service team and a team of 200+ to ensure customer satisfaction/shopper performance objectives are met and performed in an efficient manner




• Lead, motivate, coach and drive the customer service team towards providing best-in-class support for our members and shoppers




• Support VP in creating, execute, and maintain a Customer Service Roadmap




• Support VP in defining and establish reporting for Customer Service metrics 




• Review operational reports daily, develop and implement action plans to address deficiencies




• Maintains an awareness of current and new contact center technologies and software programs and ensures a high level of proficiency with all systems used by the Experience team

• Build and retain a high performing, world class team through providing mentorship, guidance and career development




• Develop core talent with a priority on individual team growth and fulfillment




• Analyze and interpret data; identify trends to determine key resourcing needs and performance improvement opportunities




• Deliver reporting metrics related to key goals and performance indicators to the business




• Sets performance standards to meet service needs to meet our strategic objectives and company goals




• Launch, scale and optimize new channels/workflows in support of the Customer Support mission




• Establish strong working relationships with other teams and cross-functional counterparts to identify opportunities to improve the customer experience and drive operational improvements




• Collaborate with peers to identify and develop new opportunities for expanded support




• Continuously evaluate processes and results with a view to (a) improve customer experience, (b) provide consistent and scalable customer support, (c) eliminate duplicate, unnecessary, or non-value-add work

About you: 

• A strong multi-tasker with an exceptional ability to prioritize and manage time effectively - you naturally focus on the right things and can seamlessly move between projects & tasks without losing sight of what’s important




• A strong change management professional with proven experience leading large-scale change within direct teams and also indirect teams and workers (in-person and remote)




• A compassionate advocate for best-in-class customer service for customers and shoppers 




• Experience and proven ability to influence without authority within your organization and outside of your organization




• Strong analytic skills; be able to synthesize data as required to map trends and made decisions based on data as well as using data to tell stories (for reports, presentations, etc)




• Documented ability to lead, mentor and grow a team of customer support professional

Requirements: 

• Bachelor's degree from a four-year college or university (preferably in a relevant business related field)  or work equivalent experience.




• 5+ years related contact center experience in a management or similar role




• Experience running a 24/7 call center supporting a variety of clients




• Ability to plan, direct, supervise, and coordinate the work of a highly complex team




• Ability to inclusively lead a variety of individuals at all organizational levels




• Ability to work irregular hours on any day and week




• Experience with CRM Call Center software required




• Proactive nature to see where the challenges will be, with enough project management experience to set up a plan and execute against it




• Data analytics ability to make sense of information gathered from multiple sources




• Strong verbal and written communication skills




• Innate ability to solve difficult problems




• Must be an excellent people manager, with a track record of people advancing their career

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.