Director, Customer Care



Job Description

Job Title: Director, Customer Care

Department & Team: CUSTOMER CARE OPS

Location: Japan

Summary:

The Director of Customer Care is part of a dedicated team that is responsible for the technical analysis and resolution of complex issues reported by Genesys Customers and Partners. This includes, but is not limited to, coordinating efforts between Customers, Partners, Customer Care, Sales, Professional Services, Genesys University, CTO, and other departments within Genesys as applicable. In this function, the qualified individual's responsibilities encompass delivery of the highest level of Customer Experience to the Genesys Customer and Partner Community, achievement of excellence in Net Promoter Score, development of and adherence to relevant Key Performance Indicators, and championing of a Customer First culture.

Responsibilities:

§ Oversee a highly-engaged team that excels in Customer Experience, Employee Satisfaction, and Operational Efficiency

§ Provide operational direction to meet evolving customer needs and expectations; drive execution to achieve both short-term and long-term business objectives

§ Drive individual and team alignment with organizational priorities and goals; foster personal and shared accountability

§ Enable and measure team effectiveness; identify opportunities for continuous improvement

§ Provide Customer Care representation and sponsorship in the context of strategic and critical customer engagements and escalations

§ Collaborate across customer lifecycle functions to ensure alignment in enhancing customer experiences; contribute customer insight and feedback

Requirements:

§ Relevant experience managing customer-facing technical teams in a fast-paced and dynamic environment; must be knowledgeable about Customer Care Best Practices

§ Highly motivated with strong commitment to ongoing best-in-class performance

§ Strong customer and partner focus and credibility; ability to engage at senior management and C-level

§ Excellent Japanese and English written and verbal communication skills; ability to effectively communicate complex situations at all levels inside and outside the organization

§ Negotiation and conflict management: ability to build consensus, trust, and relationships with internal and external stakeholders

§ Proficient at identifying areas for improvement in programs, processes, systems and tools with a proven record of follow-through on implementation

§ Ability to motivate others and create a positive high-energy work environment; acknowledges and rewards individual and team excellence; fair and impartial

§ Resilience and perspective: ability to remain calm and operate effectively in escalated situations and under stress

§ Ability to travel as needed

§ BS in Computer Science, Engineering or other relevant degree #LI-MP1


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