Director, Recipient Experience

O.C. Tanner is the global leader in software and services that improve workplace culture through meaningful employee experiences. Our Culture Cloud is a suite of apps designed to enhance the employee experience with strategic recognition, service awards, wellbeing, leadership, and events that help people thrive at work.
Our Recipient Experience department is the central contact center for end-user support and is charged with ensuring that every interaction is efficient, world-class in care and communication, and exceeds expectations by delivering personalized solutions that foster trust and satisfaction.

As the Director of Recipient Experience, you will:

• Build and guide a global team that delivers outstanding support and service via inbound phone, chat, and email for low and mid-level complexity inquiries. No requirement for the promotion or selling of product or services.
• Implement and manage effective processes and tools to support order-related inquiries (entry, tracking, returns & exchanges), basic platform access and navigation inquiries, and client-specific administrative procedures.
• Successfully resolve escalations to mutual satisfaction by coordinating across O.C. Tanner departments while demonstrating exceptional problem-solving skills and customer focus.
• Track and Measure service levels to ensure contractual compliance and implement effective solutions in the event of a service level failure.
• Analyze contact center trends including work volume, channel patterns, staff productivity, staff turnover, peak season, etc. and allocate resources accordingly for appropriate staffing and skill-levels.
• Develop and Lead department managers and team leads in a cohesive manner to establish and accomplish team and departmental goals that align with the company strategy map.
• Actively seek an in-depth understanding of O.C. Tanner processes and department functions to better serve our clients, improve internal systems, and increase the speed and efficiency of our support strategies.
• Foster strong, positive relationships within the team, with clients, and within the organization by encouraging collaboration, curiosity and understanding, and mutually beneficial outcomes.
• Continually develop team members for career growth by developing and overseeing ongoing training and learning opportunities that contribute to the enhancement of professional skills.
• Drive continual improvement through lean principles and innovative thinking, leveraging software, technology, and automation solutions to enhance efficiency and service quality.
• Collaborate with global contact center leaders to ensure consistent delivery of our services, capitalize on the strengths of each location, and develop regional strategies specific to each cultural center.
• Be accountable for the progress, success, and performance of the team, its impact on upstream and downstream teams and processes, and customer success metrics.

Requirements:

• Possess refined communication skills to develop and promote a team vision and lead the team through growth and positive change.
• Lead and participate in a team environment that values people above everything else.
• High emotional intelligence/emotional quotient for effective stress management, conflict resolution, and resilience.
• Identify opportunities to appreciate team members for their contributions and leverage our solutions to create meaningful recognition moments.
• Apply analytical and critical thinking skills to identify procedural, systemic, or habitual inefficiencies and recommend measurable improvement plans.
• Skilled in fundamental office applications such as Microsoft Office suite, Zoom, etc., as well as industry call center technologies (phone, chat, and ticket systems), and able to learn department-specific software and O.C. Tanner proprietary software.
• Comfortable in data analysis, performance reporting, and the ability evolve key performance indicators as necessary.
• Hire, manage, and evaluate team member performance in a way that enhances the team culture and inspires individuals.
• Proven track record managing demanding, complex client relationships and dynamic product offerings while meeting deadlines and expectations.
• Maintain and pursue personal professional development goals.
• Maintain a global perspective and collaborate with O.C. Tanner global leadership.
• Build a reputation based on integrity and trust.

Experience & Education:

• 5+ years leadership experience with a minimum of 3 years of Contact Center leadership experience.
• Preference given to experience in a B to B sales, B to C fulfillment model.
• Bachelor's degree or equivalent work experience in addition to business experience.

Essential Functions/Working Conditions:

• Must be located along the Wasatch Front with the ability to be in office M-W, and for infrequent occasions on Thursday or Friday.
• Flexibility to establish a routine that includes occasional meetings outside of standard business hours for global collaboration.
• Office-type work requiring periods of sitting at a computer, typing, and moving around the workplace to participate in meetings.