Senior Director, Customer Care

• Develop and implement a comprehensive customer service strategy that aligns with the company's goals and objectives: setting long-term goals, budgeting, and forecasting needs.
• Manage, mentor, and lead customer service managers and representative teams: hiring, training, and evaluating staff to ensure high performance and job satisfaction.
• Establish customer service policies and procedures to standardize operations and ensure consistent quality: designing protocols for handling customer inquiries, complaints, and feedback.
• Use key performance indicators (KPIs) to monitor and evaluate the effectiveness of customer service operations. Regularly report on metrics such as customer satisfaction scores, response times, and issue resolution rates.
• Act as the voice of the customer in the company, ensuring that customer needs and feedback are heard and addressed in strategic planning and product development.
• Oversee the selection and implementation of customer service tools and systems, ensuring they meet the team's needs and improve efficiency.
• Handle escalated customer issues and crises effectively, ensuring swift resolution while maintaining customer trust and satisfaction.
• Manage the customer service department budget, ensuring cost-effective operations while investing in tools and training that enhance service delivery.
• Work closely with other departments such as marketing, sales, and product development to ensure a cohesive approach to customer service and a unified customer experience.

• Bachelor's degree in related discipline or equivalent experience required.
• 10+ years of experience in a technical customer service call center operations environment, with at least 5 years of experience in a leadership role leading a team of at least 30 agents.
• Experience in building security systems or related operational technology is preferred.
• Strong customer advocacy and customer service skills, demonstrating the ability to exceed customer expectations with empathy and emotional intelligence.
• Cross-functional leadership and people management skills to lead diverse teams, mentor employees, and inspire high performance.
• Strong problem-solving skills along with exceptional verbal and written communication skills, ensuring clear communication and effective resolution during challenging situations.
• Technology proficiency with customer service tools and automation technologies that enhance customer interactions. Experience with our current tech stack of Salesforce Service Cloud, Fuze (UCaaS), and Nice InContact (CCaas) is preferred.
• Proficiency in analyzing data, tracking KPIs, and using insights to improve customer service operations and policies.
• Ability to think strategically, develop long-term plans, and align customer service initiatives with business objectives.
• Competence in budget management to oversee financial aspects of the customer service department.
  

About Us

Brivo Systems LLC created the cloud-based access control and smart spaces technology category over 20 years ago and remains the global leader serving commercial real estate, multifamily residential, and large distributed enterprises. The company's comprehensive product ecosystem and open API provide businesses with powerful digital tools to increase security automation, elevate employee and tenant experience, and improve the safety of all people and assets in the built environment. Brivo's building access platform is now the digital foundation for the world's largest collection of customer facilities, protecting over 600 million square feet across 60+ countries. Brivo is privately held and headquartered in Bethesda, Maryland. Learn more at www.Brivo.com

Brivo is an Equal Opportunity/Affirmative Action Employer committed to providing an inclusive work environment. If you require reasonable accommodations during the application or interview process, please contact jobs@brivo.com.