The Director of Product Support at Piaggio Fast Forward will be responsible for all aspects of product support operations including technical product support and customer experience programs. In this role, you will lead an organization composed of both internal and third-party operations, in the support of customers with use of gita®, our first product. The Director of Product Support will be responsible for hiring, developing and overseeing the Product Support teams and vendor management while establishing procedures and infrastructure to ensure rapid and effective resolution of support cases and chronic or significant complaint or quality issues to maximize efficiency and customer experience.

The ideal candidate must demonstrate the ability to be exceptional in strategic and operational planning in a fast-paced environment. Proven experience with call center leadership and project management while working with cross-functional teams and external business partners will be necessary for success in this role.

Responsibilities:

• Responsible for overseeing daily operations and services of contact center with a mission to provide exceptional Customer Care.
• Collaborate across departments to develop and refine customer experience initiatives.
• Work with Quality, Regulatory & Engineering to research trends and report complaints, product improvement suggestions and other actionable and quantified customer and market feedback to management.
• Ensures key performance metrics, including case resolution times, service levels and customer experience, are met or exceeded.
• Develops a high performance staff through acquisition, education, mentoring and continuous evaluation of employee development.
• Deploy, maintain and evolve the required systems and operating improvement plans to support company growth and service level expectations.
• Consistently exercise independent judgment and discretion in matters of significance impact to the organization.
• Required documentation, records and reports are complete, accurate, and up-to-date.
• Develop and maintain a culture of continuous process improvement, ensuring personnel are effective, efficient, as well as assisted and supported as needed to succeed in their roles and their continual professional development.
• Management is informed of area activities and of any significant concerns.
• Leads and or participates in special projects and performs other duties as assigned.
• Performs other duties as assigned.

Requirements:

Education and Experience:

• Bachelor’s Degree and/or equivalent combination of education and experience.
• 10+ years of experience in a contact center environment is required. Must have a strong background in industry best practices and standards including contact center metrics, workforce management, service quality management and knowledge management.
• Management experience of call centers and vendor/business partner relationships required.
• Strong analytical skills, with prior experience analyzing call metrics.
• Experience providing remote technical support.

Preferred Skills and Competencies:

• Establishing Focus - The ability to develop and communicate goals in support of the business' mission.
• Developing Others - The ability to delegate responsibility and work with others to coach and develop their capabilities.
• Managing Performance - The ability to take responsibility for one's own or one's employees' performance, by setting clear goals and expectations, tracking progress against the goals, ensuring feedback, and addressing performance problems and issues promptly.
• Persuasive Communications - The ability to plan and deliver oral and written communications that make an impact and persuade their intended audiences. Able to effectively handle interactions at all levels and to respond appropriately in sensitive situations.
• Strategic Thinking - The ability to analyze the organization's competitive position by considering market and industry trends, existing and potential customers (internal and external), and strengths and weaknesses as compared to competitors.
• Technical Expertise - Demonstrating depth of knowledge and skill using standard business / office technology and applications.
• Other Highly Developed Skills / Competencies – Oral and Written Communication, Fostering Teamwork, Flexibility, Managing Change, Thoroughness, Stress Management, Diagnostic Information Gathering, Analytical Thinking, Initiative, Customer Orientation, Entrepreneurial Orientation, Results Orientation, Decisiveness, Building Collaborative Relationships, Forward Thinking, Interpersonal Awareness, Conceptual Thinking and Self Confidence.
• The ability to lift up to 70 lbs occasionally.