Director Customer Care

Overview

This is a unique and exciting time to join Express. Since launching our EXPRESSway Forward strategy in 2020, we have been steadily advancing a transformation from being known as a store in the mall to a brand with a purpose, powered by a styling community. We believe that clothes can serve a higher purpose to make people look the way they want to look and feel the way they want to feel, and our Express brand purpose - We Create Confidence & Inspire Self-Expression - speaks to the role our brand can play in their lives. In 2021, we introduced our innovative Community Commerce program, inviting brand fans and style enthusiasts to take their passion for fashion to the next level by working with us.

Today, we are building, activating and amplifying the Express styling community, and we invite you to join us. Our culture is defined by three values - Express Yourself, Express Together, Express Success - and every associate at every level in every department is an important part of our transformation and our future.

For more information about Express, Inc. please visit www.express.com.

Responsibilities

The Director Customer Care is responsible for developing and maintaining customer care initiatives and the ongoing operations of omni-channel, customer care activities provided by both internal and external organizations. Develops and maintains high-level vendor and partner relationships in support of both strategic and tactical projects, activities, operations in support of continually enhancing customer care here at Express.

This role is a critical, high-visibility role within the organization and includes 24/7 management responsibilities within a team of peers with similar responsibilities.

  • Ensure we are continually focused on assisting the customer where and how they wish to be serviced; actively manage providing the contact methods our customer most prefer
  • Actively manage contact center operations across internal and external providers with assistance from direct reports
  • Drive focus on continuous, operational improvement and an enhanced overall customer care experience
  • Ensure all contact centers are performing within defined Service Levels and build/maintain action plans to remediate any deficiencies
  • Hold our vendors and associates accountable
  • Obtain insights from contact center operations to drive reductions in overall contact volume by helping the larger organization understand how we can better delight our customers with our products and services
  • Partner with Marketing, Sales and Operations to gather Voice of the Customer, Voice of Agent and Voice of the Business that can be translated in actions that will improve customer satisfaction as delivered by the Customer Care organization
  • Partner with IT to leverage innovation in technology to drive productivity and enhanced customer satisfaction
  • Lead efforts to reduce contact volume via automation, or other methods, to reduce costs within our Cost-Per-Contact model
  • Strategically plan and shift the handling of contacts to the most economically effective vendor, channel and location
  • Plan and manage relevant budgets and forecasts (capital and expense) with an aspirational goal of "zero variance"
  • Provide leadership to grow and maintain a high-performing team
  • Maintain effective working relationships with vendor partners, peers, cross functional partners, and industry leaders
  • Develop broad-based business acumen, with deep individual expertise, to create readily available talent for career growth and opportunities
  • Note- Domestic and international travel required (5% to 15%)

REQUIRED EXPERIENCE & QUALIFICATIONS

  • Experience: 10+ years IT experience.
  • Experience: 7-10 years hands-on experience with Customer Care operations.
  • Experience: 6-8 years supervising or managing a team.
  • Demonstrated ability to create multiyear, strategic plans leveraging technology in service of business objectives.
  • Proven managerial experience in a fast-paced, high-growth environment with a track record of success in leading cross-functional initiatives.
  • Understanding of information architecture and UE fundamentals and online retailing best practices.
  • Proven ability to analyze, organize and integrate large amounts of complex information into clear, concise presentations and plans.
  • Manage the financial success of Omni channel by leveraging analytics and innovation to optimize sales and inventory turn
  • Entrepreneurial spirit and high desire to work with an innovative team.
  • Ability to maintain confidentiality with sensitive customer and internal information as well as establish strong working relationships with executive leadership.
  • Proven ability to work collaboratively / cross functionally and influence stake holders while managing and balancing stakeholder expectations.
  • Demonstrated ability to analyze and improve complex processes with a track record of successfully leading and delivering projects.
  • Ability to manage projects and multiple tasks in an organized fashion.
  • Ability to consistently support and lead teams on daily basis, or during emergencies, and regularly provide honest, direct feedback.
  • Superior communication skills both written and verbal.
  • Effective communication, teamwork, and problem-solving skills.
  • Excellent organizational, planning, and coordination skills.
  • Strong interpersonal skills and ability to build collaborative relationships.
  • Experience working in the retail industry preferred.

CRITICAL SKILLS & ATTRIBUTES

  • Approaches obstacles proactively and looks for ways to resolve problems and issues.
  • Ability to multi-task and re-prioritize as needed.
  • Ability to meet deadlines, prioritize, cope with change and maintain composure under pressure.
  • Desire to take full ownership of assigned projects and ability to work independently or as a member of a team.
  • Accountable for results.
  • Ability to multi-task and manage multiple projects simultaneously.
  • Possesses a sense of urgency; self-motivated and detail-minded.
  • Solid verbal presentation, group dynamic, and facilitation skills.
  • Proactive approach to resolving problems and issues.
  • Dedication to meeting requirements of internal and external customers .


Closing

As an equal opportunity employer, Express does not discriminate in hiring or terms and conditions of employment on the basis of any federal, state, or locally protected class. Express only hires individuals authorized for employment in the United States.

Notification to Agencies: Please note that Express does not accept unsolicited resumes or calls from third-party recruiters or employment agencies. In the absence of a signed Master Service Agreement and approval from HR to submit resumes for a specific requisition, Express will not consider or approve payment to any third-parties for hires made.