Director, Customer Experience – BPO Management

Bed Bath & Beyond

We Are Bed Bath & Beyond

At Bed Bath & Beyond, we believe that everyone should “Be You!”. Bed Bath & Beyond is a community that upholds a culture of understanding, acceptance, and respect. We believe a person’s individuality is at the core of diversity, and those traits, beliefs, and characteristics should be valued and embraced. Living by this ethos is essential to the success of our business. Our goal is to foster a more diverse environment where every employee visibly demonstrates inclusive behaviors and respect for individuals.

This position is eligible for remote work. Currently, we can hire employees in the following states: Arizona, California, Connecticut, Florida, Idaho, Kansas, Maine, Massachusetts, Michigan, Minnesota, New Hampshire, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Rhode Island, South Dakota, Texas, Utah, Washington, Wisconsin, Wyoming. This role will have occasional on-site expectations.

Responsibilities

  • Develop and execute strategic plans to drive customer satisfaction, customer retention, and operational efficiencies while driving down organizational costs.
  • Manage relationships between our client and its vendor partners and negotiate renewals/ changes as needed.
  • Set up BPO support partners for success and drive excellence in NPS, CSAT, productivity, and other key call center support metrics from such partners.
  • Provide constant vigilance to ensure that the vendor is executing services as outlined in the vendor contracts, and promptly addressing any gaps or inefficiencies.
  • Develop, coach, and manage teams who are responsible for initial enablement/training, process improvement/implementation and headcount capacity planning/staffing ensure seamless and efficient BPO operations.
  • Ensure standard operating procedures, policies, processes, and workflows are executed consistently within all call centers.
  • Evaluate vendor performance guarantees and make recommendations for improvement through KPI management and gap analysis.
  • Team player who can partner with Marketing, Supply Chain, Product/Dev, Finance, and other key departments to drive an exceptional end-to-end customer experience.

Requirements

  • Bachelor’s degree in business administration or related experience.
  • 8 years’ experience managing call center operations and teams.
  • 5 years’ experience managing BPO (Business Process Outsourced) call centers and vendors.
  • Experience establishing and managing vendors with onshore and offshore operations is required.
  • Excellent analytical, problem solving, and organizational skills.
  • Proven success as a vendor manager.
  • Possess deep industry knowledge related to Customer Care, contact centers, and contact center technology.
  • Strong negotiation and communication skills.
  • Flexibility to travel both domestically and abroad from time to time to vendor sites.
  • Expert in understanding and managing call center key performance indicators.
  • Experience in the ecommerce industry is a plus.
  • Experience hiring and leading diverse teams.

Base Salary Range $112,000 – $167,000

Who We Are

We’re a passionate group of collaborative problem solvers and creative innovators, working on cutting-edge technology. From building award-winning retail applications (with amazing AR functionality) to creating leading blockchain and machine learning technologies, each of us embodies a unique value and contributes a diverse perspective to the team.

What We Offer

  • 401k (6% match)
  • Flexible Schedules
  • Onsite Health Clinic
  • Tuition Reimbursement, Leadership Development Program, & Mentorship Program
  • Onsite Fitness Center
  • Employee Resource Groups (LatinX, Black Employee Network, LGBTQIA+, Women’s Network, Women In Tech)
  • And More…
  • Benefits vary based on position, tenure, location, and employee election

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