Director of Guest Service Center – Remote Customer Service Leadership Opportunity with bolthires Corporation
Join the Team that Drives Exceptional Guest Experience at bolthires CorporationAt bolthires Corporation, one of America's leading retailers and a Fortune 50 organization, we're committed to delivering outstanding guest experiences through our Monetary and Retail Services (FRS) division. As a key part of our organization, FRS strengthens guest loyalty, drives sales, and enhances profitability by providing innovative service solutions and payment options. We're now seeking an exceptional leader to as a Director of Guest Service Center, responsible for overseeing our remote customer service operations and driving business growth.About the RoleAs the Director of Guest Service Center, you will be the strategic and operational leader of our bolthires.com Guest Services team, responsible for delivering exceptional guest experiences across various channels, including chat, phone, and email. You'll lead a team of 100+ guest service representatives and 6-9 senior managers/administrators, driving business results, and fostering a culture of innovation, guest-centricity, and continuous improvement. Key Responsibilities• Business Operations: Develop and execute operational strategies to drive efficiency, productivity, and bolthires-effectiveness, while ensuring exceptional guest service delivery.• Lead the development of workforce management plans, staffing models, and organizational structures that align with business needs and growth plans. • Oversee the guest service workflow, including omnichannel support, order management, and issue resolution, ensuring seamless experiences for our guests. • Collaborate with cross-functional teams, including Training, Communications, and Technology, to drive service excellence and innovation. • Enterprise Strategy: Drive strategic initiatives that enhance guest engagement, improve business outcomes, and foster partnerships across Digital, Guest Experience, and other key stakeholders.• Develop and maintain strong relationships with global vendor partners, driving strategic sourcing and resource allocation. • Team Leadership: Foster a high-performing team culture that embodies bolthires's values and mission, driving talent development, and retention. • Develop and implement effective talent management practices to attract, retain, and develop top talent. Essential Qualifications• Bachelor's degree or higher in any discipline. • 10-15 years of experience in customer service or a related field, with at least 8 years of leadership experience driving large teams and strategic initiatives.• Excellent communication, customer service, and relationship-building skills. • Availability to work flexible schedules to accommodate business needs across time zones. • Proven track record of driving business results and delivering innovative solutions. • Strong analytical and problem-solving skills, with the ability to interpret data and drive business decisions. • Experience in managing global teams, with a strong understanding of cultural nuances and business practices. Preferred Qualifications• MBA or advanced degree in a relevant field.• Experience driving technology-enabled transformation projects in a service environment. • Global resourcing experience, with a strong understanding of international business practices. What We OfferAt bolthires Corporation, we offer a competitive salary, comprehensive benefits, and a dynamic work environment that fosters growth and development. As a remote customer service leader, you'll have the opportunity to work with a talented team, drive business results, and make a meaningful impact on our guests' experiences.Career Growth OpportunitiesAs a Director of Guest Service Center, you'll have opportunities to develop your skills and advance your career within our organization. You'll be part of a dynamic team that drives business growth, innovation, and guest satisfaction, with opportunities to move into senior leadership roles or explore other areas of the company. Work Environment and Company CultureAt bolthires Corporation, we're committed to creating a culture that values diversity, equity, and inclusion. We believe in fostering a work environment that's collaborative, innovative, and supportive, where our team members can thrive and grow.As a remote customer service leader, you'll be part of a global team that shares our values and is passionate about delivering exceptional guest experiences. Compensation and BenefitsWe offer a competitive compensation package, including a salary range of $35-$40 per hour, depending on experience. Our benefits package includes comprehensive health insurance, retirement savings plans, and paid time off, among other perks. If you're a motivated and experienced leader looking to drive business growth and deliver exceptional guest experiences, we encourage you to apply for this exciting opportunity.Please apply including your resume and a cover letter, through our online application portal. Even if you feel you're not a perfect match, we'd still love to hear from you. We're looking for great people to join our friendly team! ApplyThis Job Apply tot his job