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Director of Customer Care (Job ID 2110232)

Nationwide

Category Contact Center
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Company Overview:

The ADT Corporation (NYSE: ADT) is a leading provider of electronic security, interactive home and business automation and monitoring services for residences and small businesses in the United States and Canada. ADT’s broad and pioneering set of products and services, including ADT Pulse interactive home and business solutions, and home health services, meet a range of customer needs for today’s active and increasingly mobile lifestyles. Headquartered in Boca Raton, FL, ADT helps provide peace of mind to more than six million customers, and it employs about 17,000 people at 200 locations. More information is available at www.adt.com.

Position Summary:

This position will play a principal role in the evolving transformation of ADT’s core Customer Care organization to become one of the premier customer experience teams of any industry. The Director will engineer a best-in-class national Work From Home labor force to continuously improve KPI’s, voice of the customer metrics, and employee satisfaction and retention. This leader will collaborate across the organization to inform strategy and execute business plans in the service delivery experience.

Position Responsibilities:

Operations Management:

  • Co-Direct a contact center workforce nearly 1500 strong to meet conventional contact center metrics – Net Promoter Score, Average Speed of Answer, Abandonment, First Call Resolution – while controlling costs associated with Credits, Handle Time, and resulting service truck rolls
  • Leverage data to identify opportunities and gaps in performance and coordinate actions across your leadership team to deliver improved results
  • Execute strategy at the customer contact level with consistency, course correct where needed, and proactively communicate outcomes back to the strategy teams
  • Detect emerging trends in customer experience, drivers of customer action, change in the agent experience, and articulate those qualified insights across stakeholder groups for strategic action

Leadership

  • Create a high-performance culture of excellence that permeates the customer and employee experience
  • Model servant leadership, change management, business ownership, brand guardianship
  • Champion individual and team development across your organization, build bench strength, foster upward mobility, formalize succession planning
  • Lead and navigate with a roadmap formed from deep analytics, guided by a North Star of customer and employee centricity
  • Inspire your senior leaders to be relentless advocates for the customer and employee, to challenge norms, and to celebrate innovation
  • Bring passion to everything you do

Strategic, Planning, Business Development:

  • Leverage business analytics and customer insights to identify and implement enterprise wide improvements
  • Partner with stakeholders to pilot new initiatives and business opportunities, measure results, and optimize outcomes
  • Continually retool operating plans across your teams to sharpen execution and elevate results

Education: Bachelor’s Degree, MBA preferred

Experience:

  • 10+ years at Director/above level leading multi-channel customer-centric contact center operations at 750+ FTE scale
  • Deep experience in remotely managing a distributed workforce
  • Experience managing subscription-based business models with high emphasis on customer and revenue retention
  • Long history managing 24x7x365 customer facing operations to achieve the highest service levels standards of any industry
  • Demonstrated track record of transforming business models, operations outcomes, and legacy teams
  • Successful history developing CX strategies and leading initiatives in a matrixed corporate environment
  • Inbound, Outbound, Digital Sales and Service leadership experience, ideally in verticals that depend on technology to deliver service to customers
  • Versed in developing business cases tied to business outcomes, measuring and delivering a successful ROI
  • Have navigated the C-Suite regularly and had a voice in the Board Room

Skills and Competencies:

  • Understands the art and science of contact center leadership at a DNA level
  • Expertise in building culture across a large, diverse national Work From Home labor force
  • Relentless advocate for the employee and customer experience
  • Embodies servant leadership and ensures intimate understanding of customer, employee, and stakeholder aspirations
  • Ability to develop strategy with senior stakeholders, roadmaps for tactical execution with mid-level managers, and articulate the vision to entry level employees
  • Self identifies as a Futurist – early adaptor of new technologies/players, mindful of emerging social and industry trends, curiously pursues the next thing
  • Strong working knowledge of current and emerging cloud-based CRM, analytics, and contact center technologies – Salesforce, Tableau, omni-channel CX engagement and analytics platforms
  • Process Skeptic and a Champion of Change
  • Unwilling to accept failures in the experience, rushes to fill a vacuum, then engineers the solutions from lessons learned
  • Protects the brand and the brand relationship, no matter what.

ADT LLC is an Equal Employment Opportunity (EEO) employer. We are committed to having a diverse and inclusive workforce and do our best to foster a culture and environment where every employee feels valued. Our goal is to serve our customers and help save lives. We can achieve this goal when we have the best talent working in an environment where employees feel included and recognized. Visit us online at jobs.adt.com to learn more.

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