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Acts as Member Care(customerservice) OperationalandTechnical leader. Responsible for owning the development of theoperational systems function,current as well asfuture state infrastructure, and devisingoperational procedures.Will serve asMember Careathought leader for process improvement, operating systems efficiencies, and key stakeholder alignmentto ensure positive collaboration/awareness of ongoing opportunities.Responsible for managing program teams and hold team accountable to ensure deadlines are met. Responsible for working cross functionally toenhance application systems, eliminate tool redundancy, andmanage the integrationof various applications to improve functionality.
Core Duties& Essential FunctionsStrategic Thought Leader:Lead theOperationSystems team; with specific focus on ‘Care Center’ operations;act asaMember Carethought leader for seamless operational delivery of programs & systems designed to simplify the Member Care Team experience & delivery of World Class member experience.
Program Management:Responsible for ensuring seamless operational system integration, to include but not limited to CRM, VOC, Chat, Social, WFM, SAP,Smartserve, etc.
Operational Standards and SOPs:Leadthecreation,implementation, and managementofSOPs,partner with Brand Experience to ensure alignment with Brand Standards;Be present and ready to serve employees and members when and where you are needed
Operational Infrastructure:Oversees the daily support of ‘Care Center’ & ensures MC strategy execution operationally; Devises, implements, and maintains Business Continuity and Disaster Recovery Plan for Care Center.
Brand Partner:Partners withof members of the member care leadership team, member carerepresentative, IT, software, engineering, etc. to ensure that we are focused on solving issuesandserving ourmembers andteam well
Produce and present data as needed to support Member Care initiatives
Develop and maintain key stakeholder relationships both internally and externally that are consistent in both professionalism and reflective of Cricut cultural values
Commit to value team diversity and act as an inclusive leader.
Conduct yourself in a manneralignedwith the Cricut® Code of Conduct and Ethics, including representing Cricut in a brand consistent manner in all internal and external communications that maybe inherent or implied by the role.
Anticipated Travel: 0-15% and locally as required
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties,responsibilities,and activities maychange,or new ones may be assigned at any time with or without notice.
Education:Bachelor’s Degree Required –Master’sDegreePreferred
Experience:At least 10years leadingTechnicalOperations Teamswith at least 3 years ofdirect Contact Center leadership experience
CX/Member Experience Obsessed – This means you should be well versed in current and future CX tends and standards
Ability to setdata-basedstrategy,follow through on tactical implementation and execution of initiatives
Experience in the selection, implementation, utilization, and management of industry specific software and tools including but not limited to CRM and WFM software
Ability to work nights and/or weekends as required to meet business needs
Please attach your resume including links to your portfolio where applicable. If you want to show your super powers in other ways – include that information too. You can be sure that Cricut® is an employer who values individuality, equality and diversity, so tell us what you’re all about. If you are a Maker or a DIY enthusiast, whether you think you are a good one or not, we would love to hear about it when you send us your information!
At Cricut®, we celebrate inclusion and diversity. Cricut is an equal opportunity employer and makes employment decisions based on merit. Cricut prohibits discrimination based on race, color, religion, sex, sexual identity, gender identity, marital status, veteran status, nationality, citizenship, age, disability, medical condition, pregnancy, or any other unlawful consideration. All your information will be kept confidential according to EEO guidelines. Cricut participates in E-Verify.
