Vice President, Global Customer Service Operations

Help empower our global customers to connect to culture through their passions.

The VP, Global Customer Service Operations will be responsible for leading the customer service operational team that serves the North America, EMEA, and APAC markets. This leader will play a strategic and operational leadership role responsible for the people development and delivery of global customer service via multiple channels, and own the strategic development of the day-to-day operational customer service requirements with the goal of delivering key service outcomes for all customer segments. The role will work cross-functionally & collaborate with other company executives from all departments, integrating their different objectives to meet overarching goals for the company. This person will also be a member of the StockX Extended Leadership Team.

In this position, you will run a world-class customer service team. First and foremost, this is a people leader role which enables local teams to be successful. In addition to being a brilliant people leader and communicator, the ideal candidate will bring a passion for customer service, keen analytical skills, a tech-centric mindset and a willingness to lead by example. The scope includes both in-house teams in locations across the world as well as strategic outsourced partners.

Other responsibilities include:

• Strategically and tactically lead and develop the Global CS team to enhance performance in 3 key areas: Employee, Customer, and Efficiencies /Cost.
• Deliver world-class results across multiple locations from both in-house teams and outsourced partners.
• Enabling teams to be successful by being committed to coaching and development, encouraging and recognizing others, and facilitating brilliant outcomes; all designed to create a world-class engaged team.
• Drive performance management and People Experience initiatives, including goal setting, performance reviews, succession planning, compliance, and top performer retention.
• Create, improve and drive a culture and processes which achieve business goals and objectives.
• Work effectively with all stakeholders, both internal and external to CS, to negotiate and influence customer improvements.
• Embrace AI and technology to improve customer experience, teammate experiences, and efficiencies.
• Responsible for growing the team as the business grows and thinking outside of headcount for smarter ways to deliver an outstanding, digital first, customer service experience as we scale up.
• A critical member of the Global Customer Service team, collaborating with global colleagues to deliver better together and leveraging CS support teams primarily located in the US.
• Collaborate with CS support teams and executive leadership in setting and driving organizational vision, operational strategy, and hiring/talent needs in CS operations.
• Drive sales through service with a focus on increasing conversion and customer retention.
• Leverage customer insights and root cause analytics to identify needed improvements and gain cross-functional buy-in to deliver results.
• Be the 'Voice of the Customer' within CS and across the company, providing regular updates and insights into operational performance to senior leadership.
• Identify potential operational risks, develop contingency plans, and ensure the company's CS operations are resilient against disruptions as well as ensuring full regulatory compliance and legal requirements.
• Meet tight budgets through controlling resources and utilizing assets to achieve qualitative and quantitative targets.
• Take an all-hands-on deck approach during our busy seasons, including back to school (July-Sept) and holiday (Nov – Jan).
• Continually develop improvements and embed successful change projects.
• Drive quality and consistency.
• Coach and lead the team to win.

About you

• 10+ years leading Customer Service operations with preferred e-commerce experience.
• 5+ years of global leadership experience, focused in North America, EMEA and APAC.
• Customer and Employee Centric leadership and experience with proven results.
• Strong background in multi-channel Contact Center / BPO operations. Proven experience in scaled leadership roles.
• Strategic and organizational skills with a clear understanding of the wider issues impacting the relevant markets.
• Proven Management experience at a senior, strategic level role.
• Established track record of exceeding targets, KPIs, SLAs.
• Exceptional coach that demonstrates the ability to develop, motivate, and communicate with others at all levels.
• Influential relationship skills at all levels and able to use these relationships to deliver service improvements.
• Excellent interpersonal skills, including written and verbal communication, and the ability to build trust and consensus amongst a team.
• Must be a proactive team player with high energy to adapt and succeed in a fast-paced, changing environment.
• Creative, analytical, and strategic thinker that leverages data to tell the story and drive actions to improve.
• Evidence of outstanding leadership skills and portray an ability to inspire and motivate others, guiding them in a unified direction and taking accountability for the group's actions.

Pursuant to the various pay transparency laws/acts, the pay range is $225,000 to $250,000 annually, plus opportunities for benefits (e.g., medical, dental), equity and discretionary bonuses. Compensation is dependent on geography and may vary.

Pursuant to the San Francisco Fair Chance Ordinance, Los Angeles Fair Chance Initiative for Hiring Ordinance, and any other state or local hiring regulations, we will consider for employment any qualified applicant, including those with arrest and conviction records, in a manner consistent with the applicable regulation.