Customer Care Operations Lead – Employer Services

Company Description

About us, but we’ll be brief

Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for. In addition, for the last five years we’ve been name in the 100 “World’s Most Innovative Companies” by Forbes Magazine.

As the world of work evolves, human capital management must keep pace.  Employers have been seeking scalable, client-focused alternatives with employee self-service functionality.  In response, Experian has brought together the industry’s leading experts to offer the best of the best – a suite of specialized solutions delivering unmatched service, trusted experience, and client-inspired innovation.  We are keeping the focus and flexibility employers value in boutique providers and adding the resources and security of Experian. We would love you to join us at Experian Employer Services and help us to shape the future of outsourced HR compliance solutions, maximize cost savings, and transform the employee experience for Employer organizations.  

Job Description

We would love you to join us at Experian in helping us to shape the future of employer services for Human Resources compliance and outsourcing.  We are seeking a Customer Care Operations Lead to join our Client Operations team. You’ll help shape a new business at Experian and help to drive market penetration of new and existing product lines in this space.

We seek a candidate eager to join a start-up atmosphere, someone who is able to adapt readily, instill confidence in internal and external partners and drive results. Comfort with ambiguity and a high aptitude for adaptability are necessary

The ideal candidate for the Customer Care Operations Lead role will specialize in Care Operations to join our team. The primary focus of this role is to drive operational excellence and customer satisfaction through strategic planning, implementation, and oversight of our customer care operations. The ideal candidate will have a deep understanding of customer care workflows, tooling, and analytics, along with exceptional leadership, communication, and problem-solving skills. They will work collaboratively to develop tools and processes, including relaying and prioritizing technical requests to the internal technical teams, as needed.

A successful candidate is:

• Collaborative – strong partnering skills including with fellow team members, peers and key stake holders; able to build relationships & connect ideas across internal and external opportunities
• Creative and Curious – willing to take risks, challenge traditional approaches, inquisitive with a penchant for seeking new opportunities
• Determined and Disciplined – achievement oriented; optimistic about what can be; persistent, resilient to setbacks, seeks high levels of activity, fast-paced environment; demonstrates a fierce commitment to challenging status quo, a strong bias for action

What you’ll be doing

• Collaborate with senior management and customer service leaders to develop strategic initiatives aligned with overall company goals.
• Analyze support workflows and implement changes to improve the effectiveness and efficiency of our customer care operations.
• Partner with SF team to design and implement ServiceCloud and other CX systems as needed to enhance the speed and quality of customer care delivery.
• Onboard and train new customer care team members, ensuring alignment with standard operating procedures.
• Collect, analyze, and report performance metrics and customer experience levels to drive improvement and align with business objectives.
• Optimize resource allocation with customer care leadership to meet or exceed customer demand and service level agreements (SLAs).
• Lead and support customer care teams through the rollout of new support channels, service offerings, and operational changes.
• Work closely with product, sales, and marketing teams to provide input into customer-centric product developments and strategies.
• Maintain strong relationships with internal teams, such as customer care, product support, and senior management—to facilitate operational excellence.

Qualifications

• Bachelor’s degree in business administration, Management, or a related field.
• A minimum of 10 years of experience in customer care or support, with at least 3 years in focusing on care operations.
• Proven experience in full customer care journey
• Proficiency in common customer care tools, such as Salesforce ServiceCloud; processes; and best practices.
• A strong track record of business process improvement and operational efficiency.
• Excellent leadership and team motivation skills.
• Ability to effectively communicate with senior executives and cross-functional teams.
• Exceptional analytical skills with experience in deriving actionable insights from performance metrics.
• Proficiency in project management, agile methodology, and continuous improvement

Additional Information

All your information will be kept confidential according to EEO guidelines.

Our compensation reflects the cost of labor across several U.S. geographic markets. The base pay range for this position is listed above.  Within this range, individual pay is determined by work location and additional factors such as job-related skills, experience and education.  This position is also eligible for a variable pay opportunity and a comprehensive benefits package which includes health, life and disability insurance, generous paid time off including paid parental and family care leave, an employee stock purchase plan and a 401(k) plan with a company match.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. We’re passionate about unlocking the power of data to transform lives and create opportunities for consumers, businesses, and society. For more than 125 years, we’ve helped people and economies flourish – and we’re not done.

We take our people’s agenda very seriously. We focus on what truly matters; diversity and inclusion, work/life balance, flexible working, development, collaboration, wellness, reward & recognition, volunteering, making an impact... the list goes on. See our DEI work in action!

The power of YOU. We are building a culture where everyone is comfortable bringing their whole self to work. A place where we not only respect our differences and values but celebrate them in a positive and supportive environment.

Find out what is like to work for Experian and discover the Unexpected!