Senior Vice President Digital Experience Platform Enablement and Adoption
TransUnion
Global Customer Operations Director
Toastmasters International
full-time
Posted on:
Origin: • 🇺🇸 United States • Colorado
Visit company websiteSalary
💰 $140,000 - $170,000 per year
Job Level
Lead
About the role
- Develop and execute a long-term operational strategy for club and member support aligned with company goals
- Build and scale a best-in-class customer care function that adapts to evolving member expectations and business needs
- Partner with senior leadership to align club and member support with education, districts, and marketing initiatives
- Report on departmental updates and projects to executives and Board of Directors
- Collaborate across staff levels and cross-functionally to solve problems and implement improvements
- Foster an environment of accountability, continuous improvement, and member-first mindset
- Lead, mentor, and grow a high-performing team of customer care managers and frontline agents
- Deliver against company goals and KPIs and set/monitor KPIs including CSAT, NPS, FCR, AHT, and SLA adherence
- Design and implement efficient processes, workflows, and policies to optimize performance and service delivery
- Champion and evaluate customer care technology (CRM systems, IVR, AI-powered chat, self-service portals, automation tools)
- Leverage data analytics to inform decisions, predict trends, and personalize support
- Serve as the voice of the customer internally and translate feedback into actionable improvements
Requirements
- Possess digital dexterity to lead an operational team with a technical mindset
- 10+ years of progressive leadership experience in customer care, customer service, or operations
- 8+ years in management role leading multi-channel (phone, email, chat, social) support operations
- Demonstrated success in developing and implementing customer care strategies that significantly improve performance metrics
- Experience with managing through KPI’s
- Strong understanding of modern customer service technologies and platforms (MS Call Center/Omni Channel, Dynamics CE and F&O, OpenEdX Learning Platforms)
- Strong technical background, with the ability to lead and drive automation
- Proven track record of leading change management, process optimization and automation, and digital transformation initiatives
- Ability to understand detailed requirements for the CQMS team and see the bigger picture across the company
- Proven track record of developing strategic goals and delivering tactical plans
- Experience with utilizing offshore resources to achieve performance and lower cost
- Exceptional analytical, communication, and leadership skills
- Bachelor’s degree required in Business, Information Systems, or related field
- MBA or relevant graduate degree preferred
- Work authorization required; sponsorship is not available (candidates must be legally authorized to work in the U.S.)
- Must be able to connect to a reliable internet service to perform job duties when working from home
