VP, North America Customer Service

About the team

The Customer Service team at StockX delivers extraordinary customer service that creates effortless experiences. Through our service, we build an engaged and loyal StockX community. We work in a fast-paced environment where we tear down walls to help our customers, and we find solutions, not excuses. Our success is focused on 3 areas: the Customer, the team member, and the Company. Serving our customers is our core, and we help drive a customer-centric culture. If you love serving others, have a passion for current culture, thrive in a fast-paced environment, and embrace diversity and inclusion, StockX Customer Service may be the place for you!

About the role

Leading our North America Customer Service team supporting the NA Market for StockX, this role is responsible for delivering best in class customer service, developing a top notch team, and exceeding the high expectations of the company.  It will be a  key voice of the customer leader within CS and the entire company.  This role will play a strategic and operational leadership role responsible for the development, continuous improvement and delivery of customer service as well as a strategic role in the development of operational customer service requirements and process and technology to deliver seamless and differentiated customer service experiences for both buyers and sellers.  Reporting into the Global Head of Customer Service, you will lead the front-line and back-line customer service teams in multiple locations, including remote team members. This role will balance the customer service strategy with delivery and champions for people management, performance management, and talent agendas, enabling excellence in customer support delivery, upholding a consumer-centric focus and mind-set of surpassing departmental expectations.  It will be based in Detroit, MI or remote within the United States.

StockX is a very fast paced, high growth business that requires the ability to make fast, complex  decisions in an ambiguous environment.  This role demands a high level of personal and professional skills associated with running a world-class customer service team. First and foremost, this is a people leader role and enabling local teams to be successful is core to the role. In addition to being a brilliant people leader and communicator, the ideal candidate will bring a vision, a passion for customer service, keen analytical skills, a tech-centric mindset and a willingness to lead by example. 

What you'll do

• Drives the adoption and delivery of the CS vision, goals and objectives at all levels. Leads ground support for Operations Managers and Team Leads in developing and implementing customer experience support plans. Ensuring constant sharpening of their skills and grooming them for the occupation of his position in the future. 
• Drives necessary changes for the improvement of operating and organizational efficiency of the customer support team. Orchestrates the continuous improvement of customer experience through the formulation or constant improvement of the approaches and strategies applied by the team. 
• Puts performance measures in place for the purpose of continually monitoring the customer support performance processes, which leads to the formulation of improved approaches and strategies that facilitate the achievement of consumer satisfaction targets.
• Strategically and tactically lead and develop the NA CS team, enhancing performance in 3 key areas:  Employee, Customer, and Efficiencies.
• Deliver world-class results across multiple NA locations from both in-house teams and outsourced partners.
• Enabling teams to be successful by being committed to coaching, developing, providing feedback, encouraging, recognizing, and facilitating brilliant outcomes, all in the name of helping direct reports, their teams, and creating a highly engaged team. 
• Create a culture and processes which achieve the business goals and objectives with regards to delivering world-class customer service.
• Accountable to the business units for CS performance, working effectively with all stakeholders in the Business, Marketing, Operations, Product, Engineering, and Finance, to negotiate and influence customer improvements.
• 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 support teams primarily located in the US.
• Partner with the workforce management and CS support teams to define and implement processes and SLA's to ensure the CS team is delivering the service levels required.
• Implement a Relationship Value Strategy to create long-term customer loyalty and drive revenue through service.
• Use customer insights and root cause analytics to identify company wide improvements and present these to other senior leaders across the company.
• A key “voice of the customer leader” within the company, partnering with key leaders across the company to drive meaningful enhancements to the overall customer experience.
• Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues.
• Control resources and utilize assets to achieve qualitative and quantitative targets.
• Continually develop improvements and embed successful change projects.
• Drive quality and consistency.

About you

• Extensive experience managing operational customer service and sales teams
• Extensive experience in multi-channel contact centers
• Ecommerce experience is a plus
• Strong strategic and customer focus with a clear understanding of the wider issues impacting customers and the markets
• Proven leadership and/or relationship management experience at a senior, strategic level role
• Established track record of exceeding targets, KPIs, SLAs
• Demonstrate ability to motivate and communicate with others at all levels
• Influential relationship skills at all levels. Able to use these relationships to deliver service improvements
• Excellent communication and negotiation skills
• Strong executive presentation skills 
• Able to adapt and succeed in a fast paced, changing environment
• Must have an ability to think creatively and strategically
• The ability to multi-task and work comfortably under pressure
• Identify issues and work to resolve them in partnership with business leaders and have an ability to operate effectively deliver results
• 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. 
• Knowledge of PC applications / tech savvy 
• Excellent listening skills, critical-thinker, and problem solver with attention to detail
• Excellent personal and interpersonal skills to interact with a variety of individuals, including building strong partnerships with other departments 
• Must be able to handle multiple projects and effectively manage different timelines 
• Must be an assertive team player with high energy to work in fast-paced environment 

Pursuant to the various pay transparency laws/acts, the base salary range is $(215,000) to $(300,000) plus opportunities for benefits (e.g., medical, dental), equity and discretionary bonuses. Compensation is dependent on geography and may vary.