Strategy Specialist, Customer Service

Why you'll love this role

As Strategy Specialist you’ll support the Strategic Design team within the Global Customer Service organization. The Strategic Design team is responsible for cultivating world class customer service experiences, working cross-functionally to bring them to life. We’re relentless about finding easier ways for customers to resolve any issue they might have, while also recognizing that meaningful service experiences have an outsized opportunity to build lifelong loyalty. You’ll be empowered to lead this vision, crafting global experiences that will reach millions of customers. If you’re passionate about building a customer first culture, the Customer Service Strategic Design team may be the place for you.

What you'll do

In this role you’ll be responsible for the development and implementation of three key parts of the customer service journey:

• Customer Segmentation - identify important customer segments and design unique service experiences, including channel selection, routing methodologies, and service treatments.
• Contact Reduction - use voice of customer data to analyze the source of customer friction with StockX, developing strategies to reduce it by partnering with Product and Engineering teams. You’ll also develop and maintain self service tools like chatbots, IVRs, and Help Centers.
• CS Service Design - document and understand the full StockX customer experience, highlighting when problems arise. You’ll then build efficient service designs across multiple channels, aligning the right customer to the right team member in the right channel for maximum efficiency. 

In addition, you’ll be a strong source of organizational support for the Strategic Design team. Ideal candidates will have advanced analytical and project management skills with a strong background in customer service and contact center development. Candidates should have exemplary communication and presentation skills, be able to collaborate and work individually, take on a variety of different projects, innovate on existing systems, and proactively improve the customer experience.

• Create, implement, and execute strategic goals and project plans
• Collaborate cross-functionally with Project Management teams to complete initiatives and validate their effectiveness
• Perform data and ROI analysis 
• Build and manage relationships with partners, vendors, and key stakeholders
• Drive improvements in customer experience while being cost conscious 
• Flexible schedule to support global initiatives

About you

• Bachelor's degree required
• 4-7 years of experience in customer service development
• Advanced project management and analytics skills 
• Strong collaborative and communication skills
• User segmentation, contact center contact reduction, or service design experience

Nice to have skills

• Professional certification or graduate degree preferred
• Experience with continuous improvement principles
• Deep knowledge of contact reduction and self service strategies and technologies
• Contact center service design principles

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.

Pursuant to the various pay transparency laws/acts, the base salary range is $60,000.00 to $80,000.00 plus opportunities for benefits (e.g., medical, dental), equity and discretionary bonuses. Compensation is dependent on geography and may vary.