Customer Experience Quality Manager, CX Operations (M7, Ops, Internal/External)

Postmates is on a mission to help people unlock the best of their cities -- and their lives -- with an industry-leading on-demand “anything” network. We’re the first and still the leading company in the on-demand space -- with a fleet of more than 615,000 Postmates, the largest network of merchants in the U.S. and a brand that has become a verb in pop culture. We’re looking for people who are passionate about doing ‘whatever-it-takes’ to solve a customer’s problem.

At Postmates, customers are the center of our business whether it’s our Sellers, Buyers or Fleet.  We pride ourselves in providing fast, consistent, and world-class personalized customer service from highly skilled agents using the most cutting edge tools and systems.  We want all of our Customers, Postmates, and Sellers to have a high-touch, personalized service experience.  The Quality Team helps the organization achieve that level of service, by monitoring performance, identifying trends, recommending improvements, and being the epicenter of performance calibration internally and externally. Manager has full responsibility for the successes of the team.

Skills:

• Deep expertise in all aspects of call center quality assurance to include 
• Best practices, industry standards, and industry trends 
• Calibration with internal customers
• Calibration with outsource partners
• Analytical methods and tools 
• Software platforms 
• Works with a sense of urgency to achieve department goals, while maintaining quality of work; ability to prioritize multiple deliverables with ongoing deadlines.
• Strong and effective communicator with all levels of a business
• Solid relationship builder with teams and all organizational customers.
• Possesses strong quantitative and analytical aptitude, uses data to understand state of the business, drive performance, and identify areas of improvement
• Builds effective teams and can manage without authority 
• Ability to develop strategic plans and execute
• Strong organizational skills and attention to detail
• Thick skin with the ability to convert an angry customer to a happy and satisfied customer
• Ability to empathize with and prioritize both internal and external customer needs
• Ability to effectively interface with C-Suite executives, responding to escalated issues or presenting information

Responsibilities:

• Set the direction for quality initiatives at Postmates; collaborate with Customer Experience leaders to define overall goals and objectives; assure that all quality materials align with Postmates’ strategic goals and guiding principles
• Develop a consistent methodology for the Quality program; create and maintain a Quality Program guide that identifies decisions around scoring, observation frequency, timing of coaching/feedback, roles and responsibilities within the quality team, use of reports, etc.
• Lead the development of the Quality team through their day to day responsibilities (like audits, coaching, feedback, and calibration) and ongoing career development 
• Maintain a working knowledge of the entire Customer Experience operation.
• Collaborate with cross functional teams to provide a continuous feedback loop related to desired competencies, process, and product observations
• Own VOC read-outs and provide insight and  regular recommendations to operationalize feedback for improvements 
• Benchmark other call centers to ensure  the Postmates’ Quality Program is utilizing current technology and the best grading methodologies to drive goals

• Maintain and review performance data for daily, weekly and annual performance reviews
• Live, instill, and reinforce Customer Experience’s core principles all day, every day
• Effectively manage employee attendance and complete payroll bi-monthly for all employees in your department

Perfect Candidate:

• An associates degree required; bachelor’s degree strongly preferred
• Has 7 years providing outstanding customer service, preferably in the technical, contact center, retail and/or food service industry
• At least 5 years experience in a supervisory role providing leadership, coaching, and development to a direct team.
• Has 3 years experience in a call center quality department
• Experience  with MaestroQA, Stella Connect, Zendesk, and Google Suite.
• Project Management Professional or Six Sigma Certification preferred.

Benefits:

• Competitive salary and generous stock option plan.
• Access to the Postmates 401(k) plan.
• 100% coverage for employees medical, dental, and vision insurance.
• 95% coverage for dependents medical, dental, and vision insurance.
• Pre-tax Flexible Spending Account (FSA) for qualified out-of-pocket health care costs.
• 3 days paid time to volunteer through CivicLabs and positively impact the communities we serve.
• Generous parental leave including flexible transition plans, Postmates meal credit, and subsidized access to the Milk Store, Urban Sitter, and Concern.
• Free and confidential counseling resources through an Employee Assistance Program.
• Pre-tax Commuter Benefits for parking or transit fees.
• A free subscription to Postmates Unlimited.