Senior Director of Customer Care

At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage — our team members. Operating with empathy and compassion, First Advantage fosters a global inclusive workforce devoted to the diverse voices that make up our talent and products. Our team members empower each other to be their authentic selves and treat all with respect, integrity, and fairness.
Say hello to a rewarding career and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.

What We Do: 
We are on the frontline of recruitment enabling organizations to Hire Smarter. Onboard Faster™ First Advantage is an HR Tech company delivering innovative solutions and insights to enable our clients to manage risk and hire the best talent. Leveraging an advanced technology platform, First Advantage builds fully scalable, configurable screening programs that meet the unique needs of over 30,000 clients. Headquartered in Atlanta, GA and with an internationally distributed workforce spanning 17 countries with about 5,000 employees, First Advantage performs over 100 million screens in over 200 countries and territories annually.

Who You Are:

• Self-motivated – you love to lead others but are also ready to “roll up your sleeves." You can spearhead a project and see it through from start to completion. 
• A team player – you navigate cross-functional teams and work well with team members across groups toward a common goal. You appreciate the value in collaboration and have ability to lead a team to do the same. 
• An innovator – you see gaps in current processes or workflows as an opportunity to improve and try something new. 
• A lifelong learner – you seek opportunities to learn and upskill, you understand the importance of thorough and secure screenings, and are interested in the Human Capital sector and the confluence of people, process, and technology. 

What You'll Do 
The Senior Director of Customer Care is a key strategic and operational leadership role. This person will help drive AI initiatives throughout Customer Care and the company. They will be responsible for the development, continuous improvement, and delivery of customer service. In addition, the Sr. Director will lead the team’s strategic development of operational requirements, while scaling technology to improve processes. While operating with urgency to identify and develop culture, performance improvements, and efficiencies for the customer and for leading/developing leadership teams. With an intrinsic passion for customers, and a willingness to innovate and continuously improve, this candidate will be empowered to lead and deliver new solutions.

Additional Responsibilities:

• Focus on AI and automation solutions leveraging our AWS Connect and Salesforce Service Cloud implementations
• Build service plan and offerings within Shared Services for differentiated support
• Establish clear accountable performance metrics
• Drive cost improvement activities by identifying system improvements and headcount optimization
• Enhance the customer experience via the adoption of self-service options and first contact resolutions
• Responsible for building integrated solutions to transform customer experiences within the customer success and customer care organization
• Prioritize the multiple platform integration plans, creating a practical implementation path
• Improve the certainty of absorbing large-scale transformational change by building communications, education, and continuous feedback loops
• Proved timely account or issue executive summary status reporting to the Senior VP of Customer care
• Collaborate with internal teams to implement processes and procedures to drive efficiency
• Accelerate business results by driving automation within Customer Care
• Drive innovation with a focus on minimizing the fiscal impact on shareholders
• Address and resolve demanding situations/conflicts effectively using appropriate communication and interpersonal skills

Note: this is a US-based remote work position. Travel will be required for both internal and external customer meetings. Estimated no more than 1-2 trips per quarter.

What You May Need to be Successful:

• Bachelor’s degree or equivalent experience
• 10+ years of experience in project leadership and execution in a customer care, and customer service environment. While leading a cross-functional team, effectively planning/scheduling and regularly communicating with internal stakeholders.
• Must have deep knowledge of Salesforce Service Cloud and other Salesforce solutions such as Einstein, Data Cloud, etc... Must also have experience with AWS Connect and the integration with Salesforce Service Cloud Voice.
• Substantial hands-on experience with a new product development methodology, either serving on cross-functional teams or preferably leading innovation projects.
• Can effectively and efficiently influence global, cross-functional team members and stakeholders using hard and soft skills
• Ability to develop a vision, gain buy-in, and energize a team to accomplish goals
• Develop cooperative relationships internally and externally.
• Experience leading transformation programs in customer service environments including VOIP (Voice over IP) transformations, CRM (Customer Relationship Management) migrations, and process automation, and familiar with key tools in customer service space
• Customer-obsessed leader with a hyper-focus on problem resolution, business retention, and growth
• Ability to influence and drive implementation across a matric organization.

Preferred:

• Advanced proficiency in MS Office Suite and SharePoint
• Working knowledge of Salesforce, Workforce Management and CTI
• Experience with cloud-based integration

Why First Advantage is Your Next Big Career Move  
First Advantage is going through a technology transformation! We are looking for experts who are excited to work with advanced technologies and provide best-in-class user experiences, drive the development and deployment of scalable solutions, and smoothly guide our agile teams and clients through meaningful changes as we continue to expand our impact.

What Are You Waiting For? Apply Today!
You have learned a little about us today – we want to learn about you! If you think this position and our company are a great fit for your areas of interest and expertise, tell us about you by applying now!
 

The salary range for this position is approximately $100,000-$160,000 USD per year. This range reflects our good faith estimate to pay fairly as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate’s experience, industry knowledge, technical and communication skills, and other factors that may prove relevant during the interview process.

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United States Equal Opportunity Employment:

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.