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Director, Customer Experience
Ref No.: 18-06637
Location: Atlanta, Georgia
This position is a Customer Service Senior Group Manager of a major franchise client Operations. Successful candidate will be a seasoned Operations leader with strong financial services experience with exceptional leadership, relationship building and communication skills. Candidate must be able to lead a large team of customer service staff across multiple sites and partner to effectively manage key partner and business relationships.

Primary Responsibilities:
- Responsible for leading a large group of customer service staff in multiple sites for a single product portfolio.
- Leads key interactions with current and potential partners. This includes formulation of operating model, potential partner visits and ongoing support and issue resolution for existing partners representing all Operational groups.
- Supports General Manager for the portfolio. This includes participating as a key team member in setting and achieving portfolio specific business goals.
- Manages business-planning initiatives for a large functional area
- Ensures that Operations organization is defining and implementing systems that are aligned with business strategy and goals.
- Accountable for end results, budgeting, planning, policy formulation and significant contribution to future strategy of the group.
- Resolves issues referred by subordinate managers and staff.
- Manages resource supply and demand; may include hiring, staffing and maintaining a diverse and effective workforce.
- Serves as internally recognized Ops subject matter expert that influences the way things are done.
- Evaluates subordinates' performance and makes recommendations for pay increases, hiring, terminations and other personnel actions.

- BS/BA degree or equivalent combination of education/experience.
- Advanced level experience in a related role with extensive experience in business, functional and people management.
- Role requires high degree of Financial industry knowledge, strategic thought leadership, understanding of multi-site call center environments, ability to interact with senior level leaders across multiple business channels and geographies.
- Demonstrated people and thought leadership, managerial and interpersonal skills.
- Ability to manage effectively in a matrixed and ambiguous environment.
- Ability to build a circle of trust with internal and external stakeholders, with demonstrated exceptional relationship management skills.
- Excellent verbal and written communication skills. Able to present information to senior level audiences in simple, logical business terms.
- Strong influencing and negotiation skills; able to facilitate a diverse set of senior executives to drive convergence to a common set of priorities and standards.