GE Appliances, a Haier company Customer Care Operations Director in Memphis, Tennessee

Job Location

USA, Memphis, TN

Job Posting Title

Customer Care Operations Director

The Challenge

The Customer Care Operations Director has leadership, operations, and management responsibility for the ASI Customer Care Team in Memphis, TN and supports the GE Appliances Customer Care Servicer Network. This individual develops and manages a team whose primary goal is delivering world-class customer service to GE Appliances servicers, customers, and consumers. The Customer Care Operations Director demonstrates a sense of urgency and professionalism while working with the team, ASI management, and GEA business associates to address and exceed key deliverables. This role leads the strategic direction and partners closely with GEA business associates to execute Customer Care initiatives, process improvements, and directives.

What you will Do

Directs the quality, cost & performance activities of the Customer Care Department:

  • Provide focus and leadership required for the effective day-to-day operation of Customer Care Services

  • Direct the strategic direction of the business and develop tactical plans to meet objectives

  • Maintain, evaluate, and audit customer care servicers

  • Manage TPA’s & claims processing unit for warranty claims

  • Responsible for Financials, Quality, Retention, Budget, and attainment of key business measurements (productivity, cost, answer rates, quality, cost per call etc.).

  • Provide coordination of Auditor activities with claims and Territory Representative functions.

  • Responsible for creating all customer care reports, servicer & counselor dashboards, etc.

  • Demonstrates a sense of urgency and professionalism while working with associates to address and exceed deliverables.

  • Liaison between GEA client/customer and ASI on operation issues and new programs. Proactive communication to GEA client/customer.

Select and develop staff members who can provide skills in the areas of leadership, coaching/counseling, training, productivity improvement, performance and quality call handling:

  • Maximize the utilization of resources via cross-training, implementing flexible work teams and consolidating processes.

  • Evaluate system enhancement opportunities that result in increased productivity, cost effectiveness. Coordinate productivity analysis and improvements.

  • Other duties as assigned by Center Manager

What you need to Succeed

Minimum Qualifications:

  • Requires exceptional leadership skills with demonstrated ability to motivate and sustain a positive inclusive environment, facilitate growth of employees and the business while managing competing priorities.

  • Positive enthusiastic Leader with strong analytical and strategic business skills and ability to integrate market trends into actionable plans to drive growth and customer satisfaction. Demonstrate a proven history of successfully managing direct reports, and ability to engage and energize teams.

  • Proven ability to handle multiple projects successfully.

  • Possess a 4-year degree from accredited college or university and/or 5+ year’s management experience in a dynamic customer oriented environment.

  • Excellent influencing verbal and written communication skills with ability to interact and communicate at all levels in a diverse environment.

  • Of unyielding integrity managing confidential and sensitive information professionally while holding others accountable for it.

  • High emotional intelligence with demonstrated track record of teamwork and team building. Able to communicate effectively at all levels, with strong disposition toward coaching & developing talent.

  • Demonstrated business acumen with examples of ability to drive productivity. Significant experience in development and implementation of business strategy. Able to quickly assess situations proactively and develop effective business responses. Has clear growth potential beyond the role.

Preferred Qualifications:

  • Experience in customer service call center environment strongly desired.

  • Experience in Factory Service and Customer Care preferred.

GE Appliances is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.