Director, Global Customer Care Operations (Remote Eligible)

We are looking for a multi-talented leader with deep customer care and business operations experience to help Smartsheet evolve our customer care organization internally and externally, globally. The ideal candidate will be obsessive about setting and achieving targets, fostering a strong team environment across agents, and thinking strategically and analytically about how the next step-wise shift in performance and customer outcomes will be made. The Global Care Strategy and Operations Lead will be expected to connect the dots across business targets, user flows and experiences, tools/infrastructure, and operational capabilities.

The successful candidate will be expected to set and execute on a customer service strategy across Smartsheet global customer operations, manage external vendors contracts, lead an internal team, build out and expand turning care into a customer success inspired operationally efficient global organization across people, process, tools, quality, training and establish the analytical infrastructure to obtain insights from customer care to promote operational excellence thriving on service level agreements based on severity and customer segmentation.

In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to deliver their very best work. Today, we deliver a leading cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better business outcomes.

You will report to our VP, Customer Support and Operations located in our Bellevue, WA office.

You Will:
• Lead care efforts, building out and executing on a global roadmap rooted in SLAs and KPIs
• Establish and evolve reporting on SLAs, KPIs, and other relevant insights; regularly present data to leadership
• Manage customer care vendors and SaaS tool relationships
• Drive case management processes and automation for tiered support in case management system and across the organization
• Evaluate existing systems and processes and implement redesigns to improve KPIs and efficiency
• Manage and grow global workforce management, scheduling and forecasting function for global support organization
• Establish clear and measurable goals for the customer service teams; develop applicable metrics and track achievement of goals
• Oversee the deployment of technology and features that improve the customer experience, alleviate the burden on our agents, and facilitate efficient operations
• Act as a change agent, systematically driving continuous improvement and operational excellence
• Stay abreast of overall business targets, schedules, and activities
• Work closely with other functions to be the voice of the customer, providing insight and metrics on historic and anticipated challenges
• Lead other groups to address customer-impacting issues, armed with clear, data-driven business cases
• Follow emerging trends and best practices in customer service to identify continuous improvement and efficiency/productivity opportunities
• Create and manage process and training for encouraging retention in all customer communications
• Prepare forecasts of expenditures/costs, tickets, types of issues, escalations, budgets, etc building a sustainable estimation model
• Manage the appropriate budgets and ensure staffing and tier 1 & 2 workforce planning adequately cover customer complaint/inquiry volume within SLAs
• Oversee the training and development of current/new hires to provide the level of service that exceed customer expectations as well as ongoing training needs
• Ensure full compliance with all regulations, compliance, and audit reports
• Oversee the Quality and change management processes across the global care organization to ensure best customer experience

You Have:
• A minimum of a Bachelor's degree is preferred. Master's or other advanced degree is preferred
• 10+ years of customer service, call center operations, and/or consulting experience
• 5+ years of experience in a management role preferred
• 5+ years of experience managing BPO/customer service/call-center vendors preferred
• Experience presenting to senior leadership, partnering cross-functionally, and driving change
• Complete understanding of call center operations, vendor management, Workforce management, operating procedures, and performance metrics; strong knowledge of CRM, call center software tools, and cloud-based telephony
• Demonstrated leadership and ability to work independently with minimal direction
• Demonstrated ability to establish a positive working environment, coach and guide teams
• Manage quarterly planning process for team goals and initiatives
• Manage PMO driving methodology, workspace and oversee overall projects for global support organization across different functions
• Own and drive global Support monthly, quarterly and annual business reviews, offsites and team building activities
• Own employee engagement and retention initiatives with rewards programs, career progression, etc
• Demonstrated ability developing streamlined onboarding and training programs
• Established competency in creating and rolling out customer service processes, policies, and procedures
• Highly developed problem-solving skills and sound decision-making combined with analytical experience is required; ability to analyze data, identify issues, and implement process improvements
• Ability to prioritize and manage multiple priorities successfully; proven ability to manage improvement projects from concept to deployment

Perks & Benefits:
• 100% employer-paid medical, dental, and vision coverage for full-time employees
• Equity - Restricted Stock Units (RSUs) Equity with all offers
• Lucrative Employee Stock Purchase Program (15% discount)
• 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
• Monthly stipend to support your work and productivity
• 15 days PTO to start, plus Flexible Sick Leave
• Teleworking options from any registered location in the U.S. (role specific)
• Up to 24 weeks of Parental Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to Audible for Business and LinkedIn Learning online courses
• Company Funded Perks, including a counseling membership, primary care membership, local retail discounts, and your own personal Smartsheet account

Equal Opportunity Employer:

Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, and Australia. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

At Smartsheet, we strive to build an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members who also represent the diverse needs of our customers. We're looking for people who are driven, authentic, supportive, effective, and honest. You're encouraged to apply even if your experience doesn't precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we welcome diverse perspectives and people who aren't afraid to be innovative—join us!

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