Director, Customer Care

Job Description

Build and shape the Toast India Customer Support teams - supporting existing leaders and agents and work cross functionally across the organization Implement process, system and people changes to drive continuous improvement and enable the teams to provide a great customer experience Maintain a culture that is laser focused on providing a great customer experience; when needed, work directly with customers to ensure they are getting the support experience they expect Set the vision, direction, and goals for the team; collaborate with partners and key stakeholders to ensure alignment of priorities and objectives Provide coaching and mentoring to subordinate leaders and maintain a culture of career development, coaching, and performance management across the team Be an ambassador for the Toast culture - helping to ensure a high bar for performance and a trusting, collaborative and fun environment Do you have the right ingredients* (Requirements) Education: Minimum Bachelor s degree in any field. Overall 15-20+ year of experience. 8+ years of operational experience leading large support operations (200+ employees), both internal and BPO, in a fast paced, high-growth volume environment Ability to analyse data to make decisions and drive process and performance improvement Excellent organisational, communication, and presentation skills Ability to effectively operate both strategically and tactically Value and thrive in an environment of learning and interacting with high-capability, high-energy people Change Agent - in the face of resistance and conflicting views, have the ability to push through new ways of thinking and work both within their team and the wider organization Anticipates the future - act as a true leader, anticipating future opportunities and challenges and ensuring the team is lined up against them Personal leadership - respected and trusted leader with proven track record of achievement, adept management skills, reputation as a leader of change and passion about speed and simplicity. Ability to rapidly develop strong rapport and build relationships with individuals and teams at multiple levels of the organizatio