Ref#: R0019309

Our mission.

As the world’s number 1 job site, our mission is to help people get jobs. We need talented, passionate people working together to make this happen. We are looking to grow our teams with people who share our energy and enthusiasm for creating the best experience for job seekers.

The team.

In Job Seeker Success, our promise is to deliver best in class service to our job seekers and teammates worldwide. We focus on collaboration, the ability to adapt to job seeker needs, and a passionate approach to service. We help our job seekers navigate through the ever-changing recruitment landscape.

Every month, over 200 million job seekers count on us to help them find jobs by publishing their resumes, processing their job applications, providing them company data, and delivering a safe and secure job search platform. Our job seekers rely on us to connect them to employers looking to fill their job openings with qualified candidates. Simply put, we help people get jobs.

The success of our team hinges on the talented people that bring a blend of capabilities to the table every day. For us, the stakes couldn’t be higher and neither are our expectations for this role. We’re looking for genuinely curious, empathetic, optimistic, and passionate people who want to do purposeful work to create meaningful results.

The base salary range below represents the low and high end of the Indeed salary range for this position. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. The range listed is just one component of Indeed's total compensation package for employees. Other rewards include quarterly bonuses, Long Term Incentive Plan units, an open Paid Time Off policy, and many region-specific benefits.

Austin Base Salary Range: 87,000 - 117,000 USD per year

Your job.

As the Director of Job Seeker Success, you will oversee a small, but growing global support team located across North America, Europe, and Asia.  This is a critical role within the business that requires a data-driven, process-oriented, and results-focused individual who can scale an organization in a dynamic environment and effectively leverage cross functional relationships with our Product, Marketing, and Technology teams to deliver the highest quality of service to Indeed's job seekers. Your primary responsibilities will include:


Strategy

  • Build the customer experience to be a strategic, competitive advantage for Indeed rather than just an efficient cost center

  • Develop, optimize and evolve internal processes, tools, measures, and communication channels to drive optimal customer satisfaction at scale.

  • Build a world-class customer experience team that will be laser focused on giving job seekers an amazing end-to-end experience and unrivaled quality of support.


Customer Experience

  • Ensure best-in-class customer experiences that bring to life the uniqueness of our offering with the objective of driving the growth and consistency of Indeed’s net promoter score

  • Demonstrate a deep understanding of key customer metrics and the ability to drive and monitor metrics in order to create a seamless experience, drive process improvements and increase productivity

  • Develop and manage BPO partners and capabilities to ensure all job seekers experience the best of the Indeed brand


Data, Analytics, Processes and Systems

  • Capture and analyze data to identify problems and root causes with a focus on driving customer satisfaction first, efficiency second

  • Drive the attainment of key performance indicators including service level, quality, productivity/efficiency, reliability, first contact resolution and attrition targets in relation to cost-controls

  • Monitor customer service reporting process, analyze data, budgets, and forecasts, ensuring timely and accurate information is available for key decision-making


Team Management

  • Build, mentor and manage best-in-class customer support organization that exceeds team performance metrics; NPS (Net Promoter Score), CSAT (Customer Satisfaction), ASA (Average Speed of Answer), FCR (First Contact Resolution), TPH (Tickets Per Hour) and QA (Quality Accuracy).

  • Lead and develop collaborative relationships and effective communication with Indeed’s cross functional teams and global partners

  • Foster a culture of consistency, accountability, continuous improvement and teamwork

About you.

About you.

  • 10+ years experience in a directly relevant customer-facing role

  • 5+ years experience leading a customer success team

  • Excellent stakeholder management skills and a proven ability to build strong relationships and trust throughout the organization, including with senior leadership

  • Creative problem-solving and analytical skills; ability to break down problems by synthesizing both qualitative and quantitative data 

  • Ability to work in a fast-paced environment and to strike a highly effective balance between process and adaptation

  • Sound business judgment and strategic thinking - desire and ability to understand the overall needs and objectives of the business

  • Track record of leading motivated and engaged global teams that can execute on challenging performance goals while maintaining a positive, determined, and collaborative team culture    

Preferred experience. 

  • Vendor management / BPO experience (overseeing an external support team)

  • Experience with CRM and reporting tools such as Zendesk, Salesforce, Tableau, Clarabridge, PowerBI, Marketo, and/or Qualtrics

  • Industry experience and insight in the tech hiring space 

  • SaaS and/or two-sided marketplace experience


Indeed provides a variety of benefits that help us focus on our mission of helping people get jobs.

View our bounty of perks: http://indeedhi.re/IndeedBenefits  


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