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AMPLY Sr Director - Customer Service

AMPLY Sr Director - Customer Service

  • Location United States - California - Los Angeles, United States - California - Mountain View, United States - California - Sacramento, United States - California - San Diego, United States - California - San Francisco, United States - California - San Jose, United States - Flexible - Home Based (US)
  • Travel required Negligible travel
  • Job category Business Support Group
  • Relocation available No
  • Job type Professionals
  • Job code 138888BR
  • Experience level Intermediate
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Job summary

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About the Role:

Want to be part of something Electrifying? AMPLY Power, a wholly owned subsidiary of bp, needs you to help us on our adventure to get to an Electric Future and become NetZero. We’re looking to meet the growing global demand for safe, sustainable, and affordable energy. AMPLY is passionate about redefining the commercial transportation sector by removing the challenges, surprises, and learning curves that fleet operators often face when switching to electricity as a fuel. To do this, we need to rapidly grow our phenomenal team with the best EV authorities out there. You can help us get there, we’re searching for skilled EV experts who are passionate and curious individuals to join our team to help the world electrify!

AMPLY is looking for an experienced, organized, and passionate Sr. Director, Customer Service to join our team. The Sr. Director, Customer Service will own the development of our customer support team. This person will have experience mentoring and leading a strong group of customer success professionals while also being proficient in standard methodologies. In this role, you need a strong understanding of customer needs and being able to proactively identify issues as well as problem solve new ones

Location: We are open to this position being based remotely anywhere in the United States but preference is near our office in Mountainview, CA.

Key Responsibilities:

  • Setting the overall vision and strategic plan focusing on performing outstanding service, leading a positive customer experience, and driving growth through gross renewals and net retention improvements.
  • Ensure low-to-no churn due to service and product quality issues and drive new business growth through greater advocacy and reference ability.
  • Analyze, plan, and implement service support strategies required to fulfill and maintain SLA and other customer commitments for new products and services
  • Tune operationalization workflows to minimize time to commercial operation and increase interdepartmental efficiency
  • Develop the customer service infrastructure, and associated budgets, including call center, network operations, field services, 3rd party service provider and vendor partnerships, and associated technology stack to enable excellent support.
  • Build a system to maintain staffing requirements, and company expectations while maintaining a consistent level of customer growth.
  • Lead, mentor, development, and build a world-class Customer Service Team to support global operations
  • Grow a field service team to tactically respond to and be dispatchable nationwide based on incident priorities
  • Analyze and routinely report key meaningful metrics relating to customer happiness, SLA performance, and field operations metrics to the AMPLY leadership team
  • Develop daily, weekly, and monthly status reports for management and put processes into place that will ensure SLAs are met.
  • Implement strategies that achieve objectives, both in the field and at the contact center

Job Requirements:

  • Minimum of a Bachelor's Degree in Business, Communication or equivalent professional experience
  • 8+ years’ experience in technical,customer, and field support with a track record of success, and growth.
  • Excellent communication skills – the ability to present complex information to various audiences ranging from general customers to executives.
  • Current knowledge of industry trends in customer and technical support such as standard methodologies, support tools, CRMs, etc.
  • Strong analytical skills with the ability to query data from various systems to solve problems.
  • Strong customer care background, including customer success, outbound calling, and sophisticated customer experience across all touch points

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