Senior Customer Service Manager at YPO

YPO is a global leadership community of more than 30,000 chief executives in 140 countries who are driven by the belief that the world needs better leaders. Each of our members have achieved significant leadership success at a young age. Combined, they lead businesses and organizations contributing USD 9 trillion in annual revenue. YPO members inspire and support each other through peer learning and exceptional experiences in an inclusive community of open sharing and trust.

PRIMARY RESPONSIBILITIES 

•  Leads, coach, trains, and guides the Concierge team to provide top level service to delight members via all direct to YPO member engagement channels.  
•  Develops their creative problem-solving skills, active listening and empathy skills and influence without authority, fosters diplomacy skills to support relationship building with members and associates. 
•  Collaborates with Concierge team to exceed metrics and reach goals that build on the success and experience. 
•  Collaborate on design and maintain a library of processes, tools and quick references for new and existing Concierge team members, all associates and chapter managers for transparency and alignment. 
•  Collaborates with Member Care Director to make recommendations to YPO products and services, departments and committees based on aggregated data and trends in member needs and feedback.  
•  An enthusiastic advocate for YPO’s organizational strategy and serves as a leader in cross organizational collaboration. 
•  Driving member value through the Concierge team, making decisions that optimize the use of resources through effective management of this team. 
•  Collaborates across products and services to ensure technology tools are optimized and executed according to business processes.  
•  Recommends improvements to YPO products and services to ensure the tools and processes remain valuable to members.  
•  Maintains strong working knowledge of policies and procedures and products and services across the organization to proactively set Concierge team up for success as the organization evolves.  
•  Serves as an escalation point and advisor to the Concierge team in support of all associate alignment towards member care.

SKILLS

•  Ability to lead, develop, coach, equip and guide a global team of member guidance specialists. 
•  Leadership skills and ability to synthesize and integrate ideas and information to influence, partner, build consensus and foster strategic trusted advisor relationships with members and all levels of the organization. 
•  Professional presence, appearance, and stature to interact easily with YPO members, C-level executives and peers at all levels within the organization.  
•  Have a hospitality mindset: It’s a privilege to serve members and fellow management team, delivering white glove service in every interaction.  
•  Ability to effectively manage trade-off decisions, prioritize competing opportunities, balance member and internal stakeholder needs with business priorities, manage cross functional expectations and clearly articulate the rationale behind decisions. 
•  Business acumen, professionalism and emotional intelligence to communicate effectively in a multi-cultural, virtual work environment with high-profile corporate leaders. 
•  A digital communicator able to adapt to current and up-and-coming apps, platforms and tools that connect YPO members together while enhancing process simplification and internal communication flow. 
•  Ability to work within ambiguity and frequently changing environment while bringing a sense of calm to the team, leading them through high priority and impactful delivery. 
•  Able to identify problems, research alternatives, provide solutions and/or resolve issues in a timely manner. Anticipates member/internal client needs and delivers with clarity. 
•  Superior written, oral and interpersonal skills with the ability to synthesize and present information. 
•  Strong listening skills, with the ability to take what is heard and incorporate the ideas into programs. 

EXPERIENCE/BACKGROUND

•  5+ years’ experience as a people leader responsible for managing, guiding, developing and equipping teams. 
•  Ideally 3+ years of experience in an association or membership organization with experience in activating teams to maximize white glove customer service aka member delight in an omni channel environment. 
•  Experience building relationships, and working with customers and colleagues in a diverse, global, inclusive, and virtual manner. 
•  Experience with Saleforce.com CRM system strongly preferred. 
•  Seeking a Global Citizen (experience living, working, studying, in a foreign country).