Director of Operational Services - Customer Care

Company: Orora
Location: Buena Park
Posted on: June 20, 2022

Job Description:

At Orora, we believe our packaging touches lives and together, we, together as a team, deliver on the promise of what's inside. From custom packaging design and packaging materials, to prototype development and manufacturing, packaging automation and equipment, kitting and fulfillment, global sourcing, and full service warehousing and logistics, our packaging consultants develop cutting-edge, innovative solutions that take a product from concept to consumer. It is with this passion and commitment to innovation, we believe in hiring and developing the very best talent by living our core values of Teamwork, Passion, Respect, and Integrity every day. These core values define who we are and how we operate. They shape the way we work with each other, with our customers, and with our communities. Every day, we deliver packaging solutions that exceed our customers' expectations while solving complex problems as a team. We believe that all team members (irrespective of their role or level), should aspire to distinctive leadership behavior, as we continue to deliver on the promise for our customers, shareholders and each other. Leadership is not tied to a job title, i.e. you don't need to be accountable for a team to be considered a leader.

Director of Operational Services- Customer Care

The Director of Operational Services- Customer Care will be responsible for the development and execution of strategy for customer service for the company. Utilize service metrics and analytics (KPI's and scorecards) to refine and continuously improve processes and service to the customer. Leads a high-quality customer support organization and instills a strong service culture that demonstrates the industry best practices.

Summary of Role and How You'll Fit In

In this role, the Director of Operational Services- Customer Care will work with Regional Customer Service Managers and Senior Business Leaders across the business.

This position reports to the: Senior Vice President

Travel Requirement: up to 30%

FLSA Status: Exempt

Key Responsibilities

* Strategically lead and develop the senior customer service management team to enhance performance
* Ensure that customer service policies and practices align with overall organization direction and objectives
* Sources and implements telecom technology / remotes workforce / call center solution(s)
* Establish performance metrics for customer service to ensure both quality and consistency
* Develop and implement Best in Class policies and practices - use to implement Role Optimization Develops and implements methods to record, assess and analyze customer feedback
* Develops and implements training and quality assurance programs for new hired and current team members
* Acts as a liaison between customer service and the other departments in the company
* Lead and implement customer service standardization and alignment, including potential off or near-shoring as appropriate, to include consistent application of processes to deliver world-class customer service.
* Acts as the voice of the customer across the organization
* Performs other duties and/or responsibilities as requested

Requirements

Minimum Qualifications:

* Bachelor's degree or equivalent
* + years customer service/call center management experience, including management of offshore or near shore teams
* Experience transforming a distributed customer service workforce to a centralized team including adding offshore or near shore talent.
* Experience managing remote workforce
* Experience with international customer service team

Physical Demands & Work Environment

* Please refer to Job Analysis

The physical demands and work environment are representative of those a team member encounters while performing the essential duties. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions. Please reach out to careers@ororagroup.com for additional support and guidance

Reasonable Accommodations

Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions. If you are interested in applying for employment with Orora and need special assistance to apply for a posted position, or if you believe you do not meet any of the required qualifications of a posted position due to a protected disability and would like to explore the possibility of an accommodation, please contact our Talent Acquisition team at: careers@ororagroup.com for additional support and guidance

What We Offer

Our rich benefits packages are designed to support the health and well-being of both our eligible co-workers and their families. Here's a sample of the benefits we offer:

* Medical
* Dental
* Vision
* Generous PTO
* 401(k) with a Company Match
* Flexible Spending Accounts
* Employee Assistance
* Group Life and AD&D
* Voluntary Life and AD&D
* Group Short-Term Disability
* Group Long-Term Disability

Equal Employment Opportunity

We are an equal opportunity employer committed to fostering a culturally diverse organization. We strive for inclusiveness and a workplace where mutual respect is paramount. We encourage applications from a diverse pool of candidates, and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, age, national origin, disability, sexual orientation, gender identity and expression, or veteran status. We will provide reasonable accommodations to qualified individuals with disabilities, as need, to assist them in performing essential job functions.

Recruitment Agencies

Orora does not accept unsolicited agency resumes. Orora is not responsible for any fees related to unsolicited resumes.

Solicitation of Payments

Orora does not solicit payment from our applicants and candidates for consideration or placement.

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