Customer Operations Director

Paperless Post is seeking a Director of Customer Operations to manage our excellent 35-person Customer Operations team and drive business growth through serving our users, and applying insights gleaned in the process to improving the rest of the organization. We currently average a 99% Customer Satisfaction rating and expect that our new director will lead the team to maintain that level of quality in helping our users. The right person has interest and experience quickly solving problems for users in an interactive user-facing product or app, is data-driven in their decision-making, and has experience leading user facing teams, either in Customer Support, Success or Operations in the past. 

What you'll do here:

• Manage and scale the Paperless Post Customer Operations team, including the Customer Operations Insights and Personal Design Services teams
• Manage agent reporting and performance, including overall quality of service, support team metrics and user feedback highlighting opportunities for improvement
• Forecast overall team budget including quarterly and annual tickets as well as agent hours
• Provide responses to sensitive escalated tickets, security issues, inbound bad satisfactions, sometimes collaborating with the Legal team on issues around Spam Abuse Outreach, privacy/security tickets, and culturally-sensitive emails
• Work with direct reports to develop quality control processes incorporating customer feedback and product limitations into Help/FAQ Articles and Macros 
• Be responsible for regular ongoing training of new hires with the support of the Customer Operations Manager
• Collaborate with the Engineering team around incidents, as well as around security compliance issues, email deliverability monitoring, and overall quality of service
• Work with Customer Operations Insights Lead and Product team to ensure customer needs are being met throughout the customer journey, using Customer Ops data and insights to inform product development and drive product improvement
• Support Marketing team by ensuring that product marketing campaigns are accurate and user messaging is inclusive and respectful 

About you: 

• You have proven success and deep interest in finding and solving problems in a feature-rich user-facing product
• You have an innate ability to develop and maintain strong relationships with internal and external partners
• You have some experience working alongside sophisticated product and engineering orgs
• You have the ability to successfully collaborate with others to achieve business objectives
• You have excellent judgment
• You are a critical thinker and creative problem-solver who can develop solutions to increase user and agent satisfaction, as well as operational efficiency.
• You have impeccable follow-through and are extremely detail and process-oriented, able to balance both short-term and long-term needs when problem-solving
• You enjoy rolling up your sleeves to support the team and communicate directly with users 
• You are an empathetic and motivating leader with proven success managing dynamic customer support teams

You have:

• Demonstrated excellence in detailed problem solving on at least 2 complex user-facing products
• 5+ years of team management experience, preferably in a user facing role such as Customer Support, Success or Operations in the past 
• Experience with forecasting and budgeting
• Outstanding written and verbal communication and the ability to craft effective and clear communications quickly
• Ability to summarize data, analyze, and provide feedback in a compelling way and you have the ability to influence key stakeholders and teams without direct authority.
• Strong skills in Excel, task management, CRM (Zendesk, etc.) and knowledge of design tools (e.g., Adobe Photoshop and Illustrator).
• A passion for Product development and design.

Company-wide, we enjoy an amazing ecosystem of an even gender split and a balance of engineers and designers. Because Paperless Post isn't supported by ad revenue, we can focus our efforts on creating and improving on the ideal version of our platform, product, content, and partnerships for our users. 

We are proud that Paperless Post has helped over 175 million people globally connect in the real world since our inception. Paperless Post exists to help all people celebrate all the moments that matter to them. We believe that having a team reflective of the diverse world around us empowers us to create a product that serves everyone. Women, people of color, trans/genderqueer individuals, individuals with disabilities, and veterans are especially encouraged to apply.

The compensation range for this role is $100K - $150K USD.

At Paperless Post, compensation is based on a number of factors, including geographic location, job-related skills, years of experience, and internal team banding. All full-time offer packages come with a base salary, equity component, and options for fully paid medical, dental, and vision benefits. The range posted here is based on the NYC market and may vary based on candidate location.