Director of Client Experience (Remote)

| Greater NYC Area
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About Spruce


Spruce is the platform enabling modern real estate transactions. We work with forward-thinking mortgage lenders, real estate companies, and investors. We believe that the future of real estate will be driven by automation, efficiency, and digital experiences. Our mission is to provide the products and services necessary to make that happen.


Spruce is looking for a Director of Client Experience to lead our Client Experience team, reporting to the Head of Customer Experience. This role works with each of our operational managers and Client Success Managers to ensure that Spruce's fulfillment for each client meets the expectations we agreed to while building solid relationships and representing Operations in client spaces. You'll partner with Client Success to own all operational and workflow aspects of the new client onboarding process, including navigating bumps in the road. You and your team will work alongside our Client Success function to be the voice of Operations and ensure successful integrations of our clients and mutual adherence to critical SLAs. You will also manage a team of front-line Client Experience Associates who will serve to proactively solve problems and provide a world-class support experience through phone, email, and task channels.


You'll have a clear point of view on how Operational teams should approach new and unusual situations and will help teams be consistent in delivering that. Your ability to digest the complexity of our operations into clear insights will help us put our best foot forward with our clients.

What you'll do

  • Understand Spruce’s business process at both a macro and micro level to enable you to act as a liaison between internal and external stakeholders while resolving sensitive and recurring issues.
  • Be intimately familiar with each client’s “book of business” from an operational perspective, and with Client Success, be able to communicate to clients Spruce’s performance wins and areas for operational improvement.
  • Manage a team of Client Experience Managers that will handle escalations including escalation workflow and act as the point of contact across the Operational teams to triage and resolve non-transactional escalations while identifying related trends and proposing longer-term solutions when needed. Investigate and remediate escalations through concessions, including communication with the client directly.
  • Manage a team of Client Experience Managers who will proactively handle incoming communication from clients and customers via phone, email, tasks, and Slack.
  • Identify operational patterns within a book of business that can be translated into improved processes, new systems, and/or better communication strategies.
  • Define meaningful programs, change efforts, and checkpoints in partnership with Client Success and Operations to position us as the most resilient and responsive in meeting existing and new client needs.
  • Lead a team of strong operators to make smart day-to-day decisions in service of our client relationships.
  • Ensure we have the right internal reporting to know how we’re doing day-to-day and over time
  • Plan strategic work, tools, and programs to improve our capacity and quality in taking on new work.

What we're looking for

  • Experience as a leader over the fulfillment side of operations in a volume business that thrives in a startup environment.
  • Title, Closing, or Curative experience required.
  • Experienced in analyzing processes and information, identifying problems and trends, and developing effective solutions and strategies.
  • Experience with gathering and using business data to understand complex operations. Fluency with data visualization and manipulation tools preferred (Looker, Tableau, Domo, Sisense, or similar visualization software experience).
  • Experience as a leader over fulfillment side operations in a volume business.
  • Desire to work in a startup environment. You’ll have the autonomy to define this work and function, but will also have to be ready to start small and bring your collaborators along with you.
  • Collaborative work and communication style with a history of rewarding cross-functional partnerships in a fast-paced environment.
  • Experienced at using case management, cloud contact centers, and workflow management tools.

We are proud of the team we’re building. We're committed to equal opportunity employment -- and beyond. We believe diverse experiences and perspectives build a stronger team and a better product. We welcome fresh perspectives and challenge our own assumptions to make Spruce better. The more inclusive we are as a company, the better we can serve our customers.

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Location

We're conveniently located in Chelsea with lots of access to public transit. Chelsea was just named one of the top ten coolest neighborhoods in the world! https://www.timeout.com/newyork/news/chelsea-was-named-one-of-the-top-10-coolest-neighborhoods-in-the-world-100621

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