• Oversee all CS operations across North America.
• Set roadmap, strategy, and vision of the department to deliver consistent service levels.
• Lead all CRM retention marketing efforts and increasing engagement and loyalty with new and existing customers.
• Measures, leverage, and report KPIs.
• Execute both operations and strategies to maximize the effectiveness of customer service resources.
• Provide leadership to the team in performance management, operation management, and customer experience programming.
• Cross-functional teams on process improvement projects and general updates.
• Hires, develops and retains talent.
• Manages P&L.
• Other duties as assigned.