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Madhappy
Los Angeles, CA, United States
At Madhappy, we are on a mission to make the world a more optimistic place by creating conversation around mental health. We want to make an impact for decades to come in producing the highest quality products and experiences to drive the conversation forward and create a brighter future for the world we all live in. We are looking to hire a full t
Job Source: MadhappyFashion Nova, LLC
Santa Fe Springs, CA, United States
**Customer Care Team Lead** at FN Logistics, LLC Santa Fe Springs, CA **Position Summary** The Customer Care Team Lead will provide support and assistance to a global customer base across a variety of platforms, including email, phone, chat, web submission, and social media. Working collaboratively with Customer Care Supervisors, the incumbe
Job Source: Fashion Nova, LLCLineage Logistics LLC
Los Angeles, CA, United States
Customer Care Representative Lead page is loaded **Customer Care Representative Lead** **Customer Care Representative Lead** locationsLos Angeles, CA (Los Palos Street) time typeFull time posted onPosted Yesterday job requisition idR0032211 Lead and train team who perform customer service duties such as processing customer orders, verif
Job Source: Lineage Logistics LLCL.A. Care Health Plan
Los Angeles
Lead Customer Solution Center Service Representative Job Category: Customer Service Department: Customer Solution Call Center Location: Los Angeles, CA, US, 90017 Position Type: Full Time Requisition ID: 11178 Salary Range: $55,245.00 (Min.) - $69,045.00 (Mid.) - $82,867.00 (Max.) Established in 1997, L.A. Care Health Plan is an independent public
Job Source: L.A. Care Health PlanL.A. Care Health Plan
Los Angeles, CA, United States
Lead Customer Solution Center Service Representative Job Category: Customer Service Department: Customer Solution Call Center Location: Los Angeles, CA, US, 90017 Position Type: Full Time Requisition ID: 11178 Salary Range: $55,245.00 (Min.) - $69,045.00 (Mid.) - $82,867.00 (Max.) Established in 1997, L.A. Care Health Plan is an independent
Job Source: L.A. Care Health PlanL.A. Care Health Plan
Los Angeles, CA, United States
Lead Customer Solution Center Service Representative Job Category: Customer Service Department: Customer Solution Call Center Location: Los Angeles, CA, US, 90017 Position Type: Full Time Requisition ID: 11090 Salary Range: $55,245.00 (Min.) - $69,045.00 (Mid.) - $82,867.00 (Max.) Established in 1997, L.A. Care Heal
Job Source: L.A. Care Health PlaneTeam, Inc.
El Segundo, CA, United States
Anaplan - Solution Architect •Should be Anaplan Certified Solution Architect. •4+ years of experience in Anaplan as a Model builder and knowledge of FP&A & Supply Chain. •Hands on Experience with operating in sprint cycles using Agile/Scrum Framework. •Work closely with team leads and senior consultants to analyze new requirements, configure and bu
Job Source: eTeam, Inc.eTeam
El Segundo, CA, United States
Anaplan - Solution Architect •Should be Anaplan Certified Solution Architect. •4+ years of experience in Anaplan as a Model builder and knowledge of FP&A & Supply Chain. •Hands on Experience with operating in sprint cycles using Agile/Scrum Framework. •Work closely with team leads and senior consultants to analyze new requirements, configure and bu
Job Source: eTeamLos Angeles, CA, United States
***Please note, that all applicants applying for US job openings must be legally authorized to work in the United States.***
Our Customer’s mission is to give people the power to build community and bring the world closer together. Through their family of apps and services, they are building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together.
We are seeking a Solution Lead, Customer Care on a contract basis to help support our Customers’ business needs. This role has a deep functional and operational understanding and expertise in customer care including customer support, digital self-service, customer experience, and digital transformations in the customer service industry. The role is 100% remote to these locations: Baltimore, MD, Boston, MA, Houston, TX, Los Angeles, San Diego, and Menlo Park, CA.
What You’ll Do:
Define and implement comprehensive global customer support and experience process and system strategies that provide flexibility and scalability for future needs
Contribute to global customer support and experience capability roadmaps by providing holistic capability development analyses and solution development roadmaps to implement goals defined by the strategies
Define functional requirements and develop detailed solution designs to meet operational outcomes that conform to customer and business requirements
Define solutions that allow for efficient gathering of customer signals as a basis for streamlined customer service execution
Support business partners in drafting business cases for new initiatives
Facilitate workshops with cross-functional teams to gather detailed requirements
Set goals for the accuracy and completeness of customer support and experience analytics and reporting
Drive operational and system improvements to address global customer service and experience issues
Design and develop solutions that support data analytics best practices for data visualizations and root cause investigation
Document and maintain detailed architectural, business workflow, and system process maps
Identify opportunities for process and system optimization near and mid-term and contribute to long-range strategic planning
Collaborate with training organizations to develop reference documentation and educational materials for partners and internal resources
Data sourcing - Understanding data sources and defining data /reporting specifications
Contribute to final solution design by representing data, functional and non-functional needs
Work with the development team and technical architects to fully identify all aspects of the data and functional requirements
Must-Haves:
At least 10 years of experience in customer service and experience development
Strong background in customer journey mapping, development, and implementation
Working business understanding of Issue to Resolution processes
Digital transformation experience in the customer service industry
Exposure to (predictive) analytics, reporting, and system integrations
Knowledge and experience in implementing customer support, self-service, and experience programs
Leading implementations of 3rd party SW customer support and experience solutions
Excellent communication, creative, critical thinking, problem-solving, planning, prioritization, project management, teamwork and organization skills
Experience working in the high-volume consumer electronics industry
Experience bringing new products to market
Proven track record in building internal and external customer relationships
Demonstrated ability to create results in a cross-functional environment together with business, IT, engineering, and external vendors
Exposure to agile and scrum work management techniques
Demonstrated problem-solving experience
Proven track record of project and time management
Experience with machine learning, Artificial intelligence (AI), and machine predictability solutions preferred
Operative customer service experience preferred
Visionary thinker and thought leader in the area of customer service and experience preferred
Education:
Bachelor or Master of Science Degree in Industrial Engineering, Systems Engineering, or similar related disciplines preferred
Hours & Location:
M-F, 40 hours/week. This role will be 100% remote.
Perks are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)
Health Benefits:
Medical, Dental, Vision, 401k, FSA, Commuter Benefits Program
Accrued PTO:
Up to 15 days per 12 months on assignment
New Child Benefit:
Up to $4,000 for the birth or adoption of a child while on assignment (conditions apply)
Remote Options:
The position is 100% remote to the locations below:
Baltimore, MD
Boston, MA
Houston, TX
Los Angeles, CA ($72.86 - $82.86)
San Diego, CA ($69.85 - $79.85)
Menlo Park, CA ($79.73 - $89.73)
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Solution Lead, Customer Care jobs in Los Angeles, CA, United States
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