Description:
The Director, Global Customer Complaints & Advocacy leads the governance and oversight of Global Regulatory Complaints, Global Non-Regulatory Escalated complaints (i.e: Better Business Bureau, Escalations from VP’s and above, Reclame Aqui in Brazil, etc.) and the processing of Global Legal Operations (Restraining orders on accounts, Transaction data subpoena’s, etc.) for globally recognized brands, including PayPal and Venmo. This Director will also be responsible for managing performance in this high-impact, highly visible function to achieve critical business objectives including customer experience, efficiency, and risk management. They will work closely with multiple partners including Product, Engineering and Modeling to achieve these objectives. Moreover, this executive leader may also lead teams of direct employees and vendor partners across North America, LATAM, EMEA and APAC to execute service delivery. This position will report to the VP of Service Experience - Consumer Servicing.
Job Description:
Job Description
Key Responsibilities
- Responsible for leadership and development of a high-performance team of talented Managers, Leaders, and service professionals in the processing of complaints, escalations, and regulatory and legal inquiries.
- Manage the performance across multiple sites and locations, setting clear performance objectives and provide regular feedback and coaching to team members.
- Manage the review and response to medium and high-risk customer complaints from advocacy groups, Sr. Executives, and Regulatory bodies.
- Foster a positive and collaborative work environment that encourages continuous improvement and employee growth.
- Develop and implement strategies to achieve key performance indicators (KPIs) related to customer satisfaction, response times, and resolution rates.
- Responsible for strategic planning and execution of operations, including collaborating with global leaders on ideas for improving, implementing, developing and integrating processes for continuous improvement of complaints management and escalations.
- Monitor and analyze metrics to identify trends and areas for improvement.
- Implement best practices and standard operating procedures to streamline processes and enhance efficiency.
- Ensure employee adherence to company policies, procedures, and quality standards.
- Develop and execute initiatives to enhance consumer engagement and loyalty.
- Act as a brand ambassador by promoting a positive image of the company and its products/services.
- Collaborate with other departments, such as marketing and product development, to gather customer feedback and improve the overall customer experience.
- Be a role model for PayPal’s One Team Behaviors and create an inclusive and trusting work environment and culture where everyone is motivated to perform at their highest level while bringing the best of themselves to work;
- Establish strong partnerships with key stakeholders throughout the organization, to ensure excellent information flow and feedback on impacts of process, policy and product changes;
- Establish policies and procedures that produce high-quality complaints management, reflecting industry best practices, and adherence to legal and regulatory requirements. Ensure that systems are in place and are utilized to capture and report on metrics;
- Demonstrate strategic agility and first class influencing and communication skills to provide feedback to management regarding necessary change in direction as well as recommended changes in policies, resources, upgrades, and issues;
- Exercises judgment in the examination, interpretation, and decisions concerning the resolution of problems and activities to prevent monetary losses as they relate to day-to-day functionality;
- Provide leadership on assessing resources, monitoring daily metrics, managing service levels (including oversight of escalations and delegations across the leadership team);
- Champion and lead change management initiatives while maintaining and driving employee engagement;
- Proactively communicate PayPal’s vision together with clear organization and department goals to drive positive performance results;
Qualifications:
- 5-10 years of leadership experience supporting large-scale, global operational functions
- Consistent record of success in delivering performance to target across customer experience, efficiency and risk management.
- Proven communication skills at Senior and Executive levels of management
- Strong professional demeanor with ability to present to regulatory and legal audiences.
- Proven effective collaborator with high execution quotient, operating in a fast-moving, matrixed, relationship-focused environment. Clear comfort with ambiguity and evolving strategies.
- Compelling communicator and culture carrier, driving change effectively across a diverse population of employees and partners
- Change agent with a bias toward innovation and action.
- BS or BA preferred.