Description

At LegalZoom, we’re passionate about our customers because we know our products and services help achieve their dreams.

The ideal candidate will have experience operating in high-growth companies, be comfortable with driving decisions through data & analytics, creating the analysis, influencing others and be able to think critically to solve complex problems. Our Partnership and Executive Escalations Manager will enable and support the Custoer Care goals and strategic objectives and will be responsible for leading the Care strategy implementation with the 3^rd Party Vendor and Executive Escalations team, will report directly into our VP of Care with a strong dotted line to our VP of Sales. The Partnership and Executive Escalations Manager will also partner in driving Workforce planning strategies across the entire care and Vendor organizations, and also own customer experience analytics. We’re dedicated to our employees and we’re seeking an individual who brings a positive attitude, excellent soft skills and approachability. 

What you’ll do:

• Deliver on the company’s strategic growth objectives and customer care strategies.
• Partner with the sales Enablement team responsible for implementing training, communication plans, change management and other processes to improve customer care performance.
• Partner with the Workforce Management Team responsible for forecasting staffing requirements based on business analytics
• Partner with the Quality Assurance and Compliance teams that focuses on and monitor care methodology, product knowledge and processes
• Own the customer experience and CSAT analytics for the 3^rd Party Vendor and customer care team.
• Drive customer care productivity through developing and optimizing processes and systems.
• Be a stakeholder as a member of our leadership team to drive sustainable profitable revenue growth, employee engagement, and engender customer success.
• Work hand in hand with our VP of Care and VP of Sales to drive alignment across revenue and customer experience strategies.
• Engage cross-functionally with marketing, product, finance, and operations to execute corporate strategies across the contact center.
• Use data analytics to drive customer care strategies and develop creative, scalable data-driven solutions
• To implement new technology systems as needed including implementation, development, and advancement in order to achieve overall goals of the business
• Identifying, training, and developing leaders within Legalzoom and aiding in the establishment and execution of a career path and development plan
• Building and establishing relationships with all the stakeholders, vendors, other outsiders, and clients to handle complaints and support escalation team creating and implementing strategic business plans as needed based on business health

Objectives of ths Role: 

• Oversee strategic business initiatives from development through successful execution under the guidance of senior leadership and departmental heads
• Assist and communicate with executives in decision-making, partner management, and initiative implementation
• Review, design, and execute on improvements to org structure, find knowledge and skills gaps and help address them
• Improve current processes and coordinate organizational procedures for customer care optimized efficiency and productivity.

Qualifications:

• Bachelor’s Degree (preferred) in a Business, or Marketing field (e.g. Computer Science, Engineering, Mathematics, Business or related field).
• 10+ years of work experience in Customer Care or Vendor Management leadership.
• Proven stakeholder management experience including managing multiple partners simultaneously including the ability to effectively collaborate and influence to lead cross-functional teams.
• Experience working with inside sales, customer care, and account management organizations
• Requires an excellent understanding of standard business practices related to Call Center operations, processes, and systems (telecom platforms, sales cycle, salesforce.com, reporting, forecasting, vendor management).
• Experience in data visualizations and building scalable reporting tools.
• Knowledge of Salesforce, SQL, Tableau
• Strong executive level communication skills, verbal and written
• Ability to inspire a team to excellence in Customer Service
• Analytical with an exceptional attention to detail

LegalZoom is committed to creating a diverse, equitable, and inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.