Director of Compliance & Customer Service
Fluent is a leading performance marketing company with an expertise in delivering measurable results. We interact with 1MM US consumers daily across our owned and operated websites. Our team uses the insights gathered from these interactions to drive growth for our partners. Through engaging digital experiences, Fluent creates meaningful and lasting connections between brands and consumers.
We are currently looking for a visionary, growth-oriented and outcome focused Director of Compliance and Customer Service to provide leadership and management for a team of dedicated customer service and compliance professionals that will provide a first-rate customer experience for our users while minimizing our regulatory and legal exposure, enabling Fluent to scale rapidly and help us shape the future of the business.
Responsibilities:
Customer Service
- Manage customer service (CS) team; look to develop processes and systems including through use of AI to automate as much of process while minimizing protecting company resources and enhancing Fluent’s reputation
- Harmonize New York and Florida CS teams to become a high-performance team
- Manage/respond to BBB, AG, Shine the Light and other inquiries
- Interface with IT and product departments to integrate and improve customer service function and ensure CS issues considered in new consumer facing products
- Develop and monitor KPI’s for CS team
- Oversee sweeps administration- bonding, rules, winner selection and prize fulfillment, regulatory filings
- Proactively monitor and look to protect and improve Fluent’s reputation in the online promotional marketing space
Compliance
- Oversee seeding of email and call center campaigns
- Manage Lashback, Optizmo and use of third party tools to monitor publishers and interface with media team
- Oversee QC function for existing and new consumer facing websites
- Implement and manage internal review function of creative assets
Thought Leader
- Monitor regulatory and legal developments that impact Fluent’s consumer facing websites; liaising with legal
- Proactively look to use CS and Compliance functions to mitigate risk and exposure of the business
Requirements
- BA/BS degree
- [5]+ years of managing a customer service/compliance function in an online business
- Strong knowledge base of the legal; and regulatory and reputational issues germane to the online advertising space
- Proven ability to use technology and out of the box solutions to solve operational challenges
- Strong people management skills to manage geographically disparate and predominately young team
- A mature, positive, proactive, deliberate and focused attitude
- Tenacity, intellectual curiosity, and the drive for continuous improvement
Benefits
At Fluent, we like what we do and we like who we do it with. Our team is a tight-knit crew of go-getters; we love to celebrate our successes! In addition to two fully-stocked kitchens, catered breakfast and lunch, and free workout classes on site, our office manager keeps the calendar stocked with activity-filled events. When we’re not eating, working out, or planning parties, Fluent folks can be found participating in recreational sports leagues, networking with She Runs It, and bonding with across teams during quarterly outings to baseball games, fancy dinners, and pizza-making classes. And we have all the practical benefits, too…