Job Details

divh2Ownership Opportunity/h2pThis role is about ownership - you will fully own and level up, a critical part of our business, the consumer concierge team. The ideal candidate has a background in management and call center operations and is ready to roll up their sleeves and build something thatcan scale and last./ppSpecifically, youll own:/pulliVision for a consumer concierge product that delivers excellent returns for both consumers and providers/liliIncrease of conversation rate and reduction of AHT resulting in real revenue growth/liliStrategy to improve process, reduce hiccups and overcome existing obstacles/liliAnalytics and data strategy to determine if we are succeeding in our concierge team goals/liliExecution with a team that you coach, mold, and/or hire/li/ulpYou in the Role/ppWere looking for someone who already has experience in management in a call center type environment. The best fit is someone who has startup experience and has seen a call center grow and evolve from a seedling to a well-oiled machine. Were not technically a seedling - we currently have a team of almost 20 agents doing 400 calls a day but our vision is to grow much bigger. Specifically, this role will require:/pulliStrategy Youve seen what the next stage looks like and have strong ideas on how to get us there. Youre the one writing the playbook, not waiting for it to be delivered to you./liliProcess Creation You live for a strong, scalable process that makes sense. Youre willing to experiment until something clicks and then scale it from there./liliMetrics and Data Analysis You can create dashboards and measure performance of your ownership areas./liliCustomer Focus You generally care about the customers, on both sides of our marketplace (consumer and providers). You dont do your work just to hit metrics and get a gold star you actually want to help people./liliStrong Coaching You know how to grow and develop the people who work with you. You have a philosophy on leadership and care about people./liliCall Scripting You can create call scripts that have personality and will delight consumers, control conversations and drive results./liliGood Communication Youre a great communicator internally, keeping your team, key cross functional folks and leadership in the loop on what matters and how things are trending./liliOffshore Experience Ideally, you have offshore experience (we have a team in the Philippines) and know how to leverage non-US talent in an effective way./liliLifelong Learner This role deals with many different industries with their own requirements, nuances and intricacies. You should be comfortable with ambiguity, be able to find solutions and always adapt to new challenges./li/ulpHow We Work/ppWe follow a remote first working environment. Were not a grind heavy startup culture of folks that work around the clock. Our days are action packed, focused and highly productive. Were also not a meeting heavy culture - instead reserving meeting time for collaboration, problem solving, and things that really matter./ppWere also a bunch of data and analysis nerds who swap stories about metrics and our favorite excel formulas. Pretty much every role has a data analysis element and you have to be able to hang with the jargon and spreadsheets involved. If that sounds fun to you - youre our kind of people!/ppThis role can be based in any US time zone as long as you are generally willing to work west coast working hours, with some exceptions as needed. In our culture, most of the work gets done during these hours and collaboration is at a high point./ppOur biggest strength is our team and people who work here say thats what they value most about Expertise.com. Its a truly great group of people collaborative, kind, smart, with a GSD attitude. Weve got a lot to build and we have fun doing it together. This has been and continues to be an exciting year for us. Come join us!/ppCompensation/ppThe salary range for this role is $110,000 - $140,000 annually./p/div