Director, Member Services

McLean, VA 22102

Posted: 08/20/2020 Job Category: Learning and Development Job Number: 147346

Job Description


Title

Director, Member Services

Company Description
Digital Identity Space

Location
McLean, VA

Responsibilities

  • Manage a team of Shift Managers, working closely with them to ensure their Member Support Representatives and Team Leads are performing optimally

  • Partner with Trainers and Senior Managers to stay abreast on training and development efforts 

  • Identify and streamline ways for support teams to work more effectively, keeping customer satisfaction top of mind

  • Work closely with the VP of Member Support on strategies, tactics, and initiatives to increase operational efficiency


Requirements
 

  • 5+ years managing a large team of operational or customer support staff

  • Experience managing and coaching managers

  • Experience building out and implementing operational strategies

  • Demonstrated ability to monitor and evaluate quality and performance management

  • Excellent written and verbal communication skills

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