VP, Global Customer Support

San Francisco /
Operations – Personal Banking /
Full-time
Customer Success is our number one priority at Oxygen and we are committed to delivering customer delight with every customer interaction. The VP, Global Customer Support is a core member of the Customer Success team who is accountable for delivering world-class proactive support and leading the team through our exciting and rapid growth.

We are looking for an operational genius with strong support experience, preferably in banking and/or credit who is a tireless advocate for exceeding customer expectations. Success in this role requires a leader to be passionate, innovative, disruptive, open and fun. The ideal candidate: has very successfully run a large (+100 member) operational organization at scale, can lead and motivate globally, and influence effortlessly across Oxygen.


Responsibilities:

    • Lead the Global Support organization to deliver world-class Support and proactive help to our customers
    • Develop a 3 year strategy, execution roadmap, priorities and investment plan to deliver proactive support vision, deflection and scale/productivity
    • Play an active role on the Customer Success team to help develop and define overall strategy
    • Develop differentiated, proactive support processes and work closely with engineering to refine and add more features to our back office systems to further increase efficiency
    • Work closely with Product Management and Engineering, providing feedback from customers on product quality and features and influencing design for supportability
    • Innovate and develop new ways to achieve high levels of customer loyalty and satisfaction, second to none in banking
    • Develop and drive key performance indicators that deliver the best customer experience and productivity. Manage and monitor performance
    • Exceed quarterly goals (i.e., response time, resolution time, customer satisfaction, etc.)
    • Oversee regular operational reviews, including performance reporting and continuous improvement progress
    • Develop strategies to manage cost and scale without sacrificing quality of service
    • Analyze and optimize support operations. Drive a culture of continuous improvement
    • Manage budget, drive capacity planning and identify needs and present investments required to improve service levels and customer experience
    • Provide strategic direction on operational issues, staffing; policy and employee development and goal setting
    • Partner to develop the right organization design. Recruit, develop, motivate and engage talent to accelerate the success of the Global Support team.
    • Work collaboratively with other departments to achieve common goals

Requirements:

    • 15+ years Customer Support or related Operational leadership experience
    • 7+ years experience leading 100+ person organizations at a large scale bank, lender or FinTech company
    • 10+ years experience translating takeaways from the Support function into actions that help improve product functionality, positively impacting renewals and sales.
    • Understanding of and passion for the Customer Success vision and function, and its impact on revenue and customer retention
    • Experience implementing and driving Knowledge, Self-Service, CRM, ERP and Incident management tools for customer support processes
    • Exceptional cross-organization collaboration and communication skills. Strong executive presence, influencing skills, presentation skills and business insight.
    • Ability to advocate on behalf of customers with a proactive approach, anticipate needs and leverage resources from across the company as needed
    • Extensive experience hiring, managing, and developing employees
    • Analytical, problem solving, data driven, and results oriented
    • A demonstrable desire for innovation, continuous learning and improvement
    • Demonstrated ability to manage multiple, critical projects is required.
    • Ability to work in a fast-paced, reactive, changing, and results oriented atmosphere
    • Desire to work hard, produce results and have fun doing it
    • Expert understanding of business operations and ability to manage a multi-million dollar operating budget
    • Skilled at talent management including assessment, deployment, development, reward and retention

Education

    • Bachelor's degree in business, computer science or equivalent experience.
    • MBA strongly preferred
    • Process reengineering experience a strong plus