If you are interested in this opportunity, please send your résumé along with a note about yourself and why you are interested in joining our team to J O B S at recogmedia.net with the subject line Director of Customer Support & Merchandise Operations. Do Not Select Easy Apply - we will not see your application.
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About Recognition Media
We are a creative and Internet industry recognition company. Our organization owns and operates the industry’s leading awards programs including The Webby Awards– the Internet industry’s most coveted prize, in addition to The Anthem Awards, The Telly Awards and more. Our brands play a critical role in the creative and digital marketplace – signaling which companies and professionals are the best and which projects are setting standards of excellence. While creativity and technology are at the core of what we do, a passion for the Internet and creative industries and people using it to drive change is what drives us. We are searching for a Director of Customer Support & Merchandise Operations to join our growing team.
Recognition Media embraces diversity and equal opportunity. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be.
This is a full-time, hybrid role, based in our Ashland, KY office, that reports to our New York-based VP of Marketing. This role will require quarterly travel to our NYC office.
Have your skills rewarded at Recognition Media
In this role, you will own two critical areas of the customer experience, including the Customer Support function and winner merchandise fulfillment. With your strong leadership, smart planning, and methodical tool and process implementation, you will transform our ability to understand and serve our customers (Entrants).
Primary Responsibilities
- Lead and coach a 5-person team of dedicated, empathetic Customer Support professionals (based in KY), ensuring prompt and effective handling of customer inquiries, issues, and feedback
- Use data from customer feedback, surveys, and other insights to coach, motivate and reward the team, identify/address experience gaps, and improve efficiency
- Evaluate and implement new technology solutions (e.g., case management, feedback tools, chat), processes, and/or workflows to achieve customer support objectives
- Collaborate with Award managers, Technology, and Retention team to maintain a deep understanding of our award program detail and milestones, and to foster a culture of continuous improvement, where customer insights are communicated and actioned
- Manage relationships with external merchandise fulfillment vendors to streamline inventory ordering, management, shipment, and tracking
- Develop reporting to routinely track progress against goal initiatives for Customer Support and Merchandise Operations
Requirements
- 7-10 years of relevant customer service operations experience (startup experience a plus), with at least 2 years building and managing successful Customer Service teams
- Team leadership: Empathetic and effective people leader with a “player/coach” mentality
- Change management: you have successfully led the rollout of new customer service capabilities to enhance the quality of the customer experience and team operational efficiency
- Systems and process mindset: you are energized by bringing order to chaos and improving operational efficiency
- Familiarity with Support and Analytics tools: you are proficient with a top Customer Service Software Platform and related analytics and customer survey tools
- Critical thinker: you are comfortable translating data insights into actionable strategies and following through to completion
- Exceptional communicator: able to interface and maintain effective relationships at all employee levels
- Entrepreneurial spirit: eagerness to both own strategy and execute, ability to find scrappy solutions to problems, and iterate quickly based on new insights
Compensation & Benefits
- Competitive compensation package with generous incentive-based bonus program
- Comprehensive health care plan (health, dental, vision) with 100% of employee premiums (and 70% for dependents) paid by company
- Annual enrollment options for FSA program, Dependent Care program, and TransitChek/Commuter program.
- Company-sponsored life insurance benefit
- Paid annual leave, paid time off and paid sick leave
Apply
Working at Recognition Media is rewarding.If you are interested in this opportunity, please send your résumé along with a note about yourself and why you are interested in joining our team to J O B S at recogmedia.net with the subject line, “Director of Customer Support & Merchandise Operations.”
