Made In Cookware - Austin, TX
posted 4 months ago
Made In is the leader in the digitally-native kitchen space, bringing Chef expertise and centuries-old cookware manufacturing techniques to craft professional-quality kitchen tools for both home and professional cooks. We are backed by some of the best chefs in the world and have been featured in prominent publications and shows such as the TODAY Show, NY Times, Fast Company, and Business Insider. To support our rapid growth, we are seeking a Service Operations leader who will report to our SVP of Operations. This role is based in our Austin, TX headquarters and is responsible for overseeing the Customer Service function, including accountability for our customer experience KPIs and the management of our customer service agents. In this position, you will develop the strategic roadmap for the customer service function in alignment with Made In's strategic objectives. You will implement processes, workflows, systems, and strategies to balance customer satisfaction with departmental efficiency. Your responsibilities will include overseeing service operations, which involves hiring, training, developing, and managing customer service agents, both internal and external. You will also manage and scale our BPO relationship to ensure a consistent customer experience and departmental efficiency. You will own and optimize the KPIs for the service function, focusing on metrics such as Customer Satisfaction (CSAT), first response time, and cost efficiency. Acting as an advocate for the customer across the organization, you will work to create product and process improvements that reduce customer pain points, utilizing the Voice of Customer feedback. Collaboration with departmental leaders will be essential to achieve shared goals and ensure a consistent brand voice across service interactions. Engaging customers through NPS or other feedback mechanisms will inform ongoing initiatives and priorities.