Director of Service Launch

Job Description

Key Responsibilities :

Build and maintain new contact center locations, both in for captive Centers of Excellence (COE) and outsourcing providers (BPO’s). Must be able to intake volumes via a forecast process covering phone, email and chat modalities.

Use this forecast of verticals, language, and persona to determine the best locations for the services to be delivered, both in geography and delivery value and make recommendations for agent profiles and ramp timings.

Ensure these agent profiles are defined and we have the required details and talent headcount to meet a candidate pipeline in the selected location

Own the overall accountability of the project plan and execution of the new center.

Ensure the security, facilities, technology, and other associated infrastructure of the site meet the requirements of Pandora, providing both a functional and safe environment for our employees to excel

Ensure all operational delivery teams are staffed appropriately with the right structure and mandates to provide these services at scale. Hiring and developing senior managers that provide subject matter expertise and operational oversight. Make decisions after the services has reached a steady state of delivery which resources should remain as permanent members of the onsite / governance teams

Helps to define, hire, and develop the front line agents and management talent to handle our most critical vendor, rider, and customer issues through onboarding, vitality training, coaching, and professional development structures.

Build close integration points with the Marketplace functional team to ensure the design and results of the service meet the expectations of our local markets as your key stakeholders. Make adjustments where needed to improve these results.

Deliver all services within the approved budget, including tracking and updating any fiscal year forecasts with adjustments to these projections. Integrate with the global CX and Services team, along with global finance on required approvals and governance process

Build processes for employees to provide feedback and development in their roles, ensuring a strong culture of employee satisfaction and ownership of key retention drivers.

Be a global leader within the CX and Services organization, providing feedback and recommendations on key customer issues. Leverage your direct customer feedback and enormous contacts database in highlighting opportunities for functional teams to bring value to Pandora by improving the defect ratios for customers, or improving the efficiencies of getting our customers to the solutions

Qualifications

Minimum 8 years of proven experience managing contact center operations with global executive stakeholders.

Deep knowledge of contact center services from forecasting through quality audits. Demonstrate knowledge in real time operations, incident management, and large scale capacity planning for staff.

Able to set strategy, building a center that is capable of matching global business requirements with simple, standardized processes to onboard employees to meet the volumes

Where required, knowledge of BPO contracts, account structure, and key pricing negotiation points to ensure the best value for our spend

Experience with site set up, facilities, provider contracts, Purchase Orders, Invoices, and payment processes for third party vendors.

Strong understanding of enablement teams needed for success. Past experience with project management, Ops Excellence, account management, community / CX teams, Workforce Management, Training, Quality, etc.

Proficient in analyzing pricing models projecting financial impacts

Excellent communication and presentation abilities, with the capacity to influence internal stakeholders and external partners.