Company Summary: 

Zoro offers millions and millions of products — an endless aisle with everything you need to run your business. We offer fast and free shipping, no-hassle returns, and exceptional customer service. We’ve grown quickly in a short time and are continuing to do so while aggressively growing our revenue. We are excited to be a part of an award-winning culture — we have been named a Great Place to Work for multiple years in a row, among other local and national accolades. We think Zoro is a pretty amazing place to work and grow, and think you will too! 

Primary Function:

Are you a transformational Customer Service leader from a large scale contact center background looking for a transformational opportunity, an attractive package, and the opportunity to make your mark within a fast growing company?

At Zoro, we're obsessed with our customers! Our US-based Customer Service Team makes it as easy as possible for our customers to shop for everything they need to keep their business going. While most of our business happens on Zoro.com, we build customer trust and loyalty by ensuring we have a well-trained Customer Service Team proactively working to ensure seamless order delivery to the customer with friendly, helpful real people who truly care. In the event a customer should contact our support team via one of our multiple channels, we empower our Customer Service Team to resolve the issue. We are obsessed with our customers and strive to deliver an exceptional buying experience on every interaction with Zoro.

As the Senior Director, Customer Service (CS), you will play an integral role, a key member of the Customer Fulfillment (CF) Leadership Team responsible for driving structural improvement to enhance CF’s overall CF experience. In this role, the leader will set strategic direction, develop the CS roadmap, and oversee the execution of all initiatives to differentiate Zoro’s customer experience in the market.

 
You will report to our Chief Supply Chain Officer, responsible for effectively leading the customer service department to deliver Zoro's customer-obsessed aspiration to deliver an outstanding customer experience while advocating the needs of the customer across the organization. As the key customer service contact, you’ll provide strategic leadership and expertise to ensure the highest levels of operational excellence and customer satisfaction supported by 100+ on-site and work-from-home Customer Service Teams across a national Contact Center Operation.

Duties and Responsibilities: 

• Develop and deployment of service delivery strategy (three-year vision/annual refreshing of plans), including service levels, costs, top tier customer revenue targets and customer satisfaction.
• Establish the right organization structure and lead the development and coaching of your people aligned to Zoro values.
• Partner effectively cross-functionally to ensure operational excellence and to understand customer wants and needs, and develop solutions to drive excellence in customer experience.
• Drive an aligned, customer-focused culture through clear performance targets and regular one-on-ones.
• Implement talent development and staffing and succession routines.
• Generate business cases and roadmaps of relevant contact center technology, processes and resources to improve the effectiveness and efficiency of service organization.
• Identify and synthesize pain points and gaps in the customer experience to influence delivery of a world-class customer experience.
• Design tools and processes which capture impact to customer fulfillment or customer retention and enables Zoro to develop resolutions in a timely manner.
• Define and track relevant metrics across key performance indicators (KPIs) to ensure strong performance management.
• Drive employee engagement and foster a positive and productive culture through enthusiastic leadership.
• Provide data-driven, voice of the customer feedback loop to the business.
• Partner cross-functionally as well as across our broader family of companies to develop and strengthen best practices to consistently serve our customers. 

We are an agile, innovative, intent-driven company that believes in building the digital future with growth-minded, unconventional thinkers who are customer-focused operational leaders to deliver outstanding service outcomes for our customers.

Qualifications:

• 8+ years of business experience with 3+ years managing sales or service operations
• Bachelor’s Degree, MBA or master’s degree in a related field preferred
• Demonstrated experience independently developing strategy and driving tangible results across teams while leveraging data from a multitude of sources to tell a story and impact the overarching strategy.
• Strong executive presence and track record of cultivating strong and trusting relationships with ability to work collaboratively across multiple functions. 
• Confident at challenging the status quo, both influencing and challenging decisions at a senior management level.
• Experience leading hybrid on-site and work-from-home front-line teams of 100+ sales/service team members
• Proven experience and passion for working across functions, synthesizing multiple points of view and owning a coherent action plan, all while negotiating and influencing others
• Direct P&L experience is a plus
• Experience leading workforce planning, high volume recruiting, and training in a multi-site and high growth environment
• Demonstrated ability building business cases and utilizing data analysis to drive decision making,
• Excellent verbal, written and presentation skills with an ability to connect with staff at all levels and provide hands-on enthusiastic leadership to effectively manage change.
• Proven experience, overseeing and implementing contact centers enabling technology to drive process improvement customer operations optimization.
• Strong leadership, collaboration and people management skills
• Ability to thrive in a fast-paced and dynamic environment, skilled with an ability to prioritize, multi-task and perform under pressure
• Strong facilitation skills to achieve alignment and clear decision making
• Strong project management and change management skills.

Zoro Values and Inclusive Culture:

We share a commitment to our Zoro values – Win & Lose Together (We prefer winning!), Take Ownership, We Are Transparent, and Aspire to be Customer-Obsessed. Everything we do at Zoro is centered around delighting our customers. It's a natural extension of our company culture and how we care for each other. We believe when we act in ways that are consistent with these values, we can solve any technical challenge that lies ahead of us. As a Zoro employee, you can expect to work with smart, energetic people, learn something every day, and be valued for your perspective. 

Zoro is dedicated to fostering an environment where people of all backgrounds and beliefs are represented, and all team members can be confident that their experiences and perspectives are valued. Zoro aims to empower all employees to learn about, raise awareness, and promote diversity and inclusion through all of our workplace interactions. Zoro is a place where everyone can learn, grow and thrive. 

We recognize the courage and effort it takes to apply for your next opportunity. We also recognize that there is rarely such thing as a perfect candidate. Even if you do not meet every qualification, we still encourage you to apply -- we do not want to miss out on meeting the next person who could emerge as a key contributor to our business and culture.

Zoro is an Equal Opportunity Workplace and an Affirmative Action Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.