Principal Business Strategy

Responsibilities 

• Manages the development and implementation of customer service strategies, performance updates, and optimization strategies that support business goals 

• Drives continuous improvement through process discipline and innovation by partnering with technology to implement digital servicing capabilities to minimize customer experience friction and reduce costs 

• Mitigates business risk while designing process and strategy changes which improve key performance indicators within span of control 

• Supports operations and other business partners through design, implementation, administration and testing of processes and strategies in all customer service channels 

Minimum Qualifications 

At a minimum, here’s what we need from you: 

• Bachelors’ Degree in Marketing or Business, or related field 

• 4+ years’ experience in customer service 

Preferred Qualifications 

If we had our say, we’d also look for: 

• Master’s Degree in Marketing or Business, or related field 

• 6+ years’ experience in customer service 

• In lieu of a degree, 8+ years’ experience in customer service