Senior Director - Member Service

Knowledge, Skills, & Abilities Required

-Deep experience required to successfully grow and lead a managed services organization.
-Dynamic leadership, coaching, and counselling skills with ability to motivate and focus evolving teams on key objectives and encourage high standards of performance.
-Ability to cultivate a best in class customer service team and maintain a work environment that inspires employees to their best performance.
-Ability to demonstrate support for innovation and organizational changes needed to improve the organization’s effectiveness.
-Ability to manage a multi-lingual/multi-cultural organization
-Exceptional analytical skills
-Exceptional oral and written communication skills
-Strong industry knowledge of customer satisfaction drivers and service experience concepts
-Ability to present concepts and gain support at the executive level of the organization.

-Required Experience, Qualifications & Education 

-10 years customer service experience in a contact center environment.  

-Bachelor’s degree

-Must be familiar with contact center technologies and process re-engineering.

-Experience managing a multi-layered organization.

-Demonstrated results in driving customer experience improvements across team

Preferred Experience, Qualifications & Education 

MBA desired/Marketing concentration favored

Experience working in a global organization

Why Work for Us?

At The Association, you are part of a global, diverse and talented group of colleagues. You have opportunities to innovate and collaborate in a leading organization that impacts individuals and businesses. You’ll have opportunities to progress while enjoying an exciting work environment that supports and celebrates individual achievement, development and professional satisfaction.

Together, we will lead the most influential body of professional accountants and create the future of the global accounting profession.