Sleep Number

Relationship Center Director

US-MN-Minneapolis
Req. #
2017-14895
Type
Fulltime-Regular

Overview

As a consumer-driven innovation company, our ongoing customer relationship is one of Sleep Number’s key competitive advantages.  The Sleep Number Relationship Center delivers on our customer promise of service and support on the phone, on social, and via LiveChat.  Sleep Number is seeking a Director, Relationship Center to execute the vision and strategy for the next-generation contact center, overseeing a leadership team of approximately 4-8 direct reports and +300 team members at both the Minneapolis headquarters and the newly-established New Orleans office. We are seeking a proven contact center leader with the operational expertise, motivating leadership style and analytical capabilities drive strategy, deliver on service and sales results, and execute customer experience programs. This includes leading the transformation of the Relationship Center support model, growing digital sales and service, implementing new technologies, motivating teams, and building best practices across the both geographies. The Director of the Relationship Center will have the unique opportunity to create the Relationship Center of the future.

Responsibilities

  • Establish and execute vision and strategy for the next generation contact center at Sleep Number.
  • Motivate, engage and build a culture of acountability, results, and innovation.
    • Provide leadership development to direct reports, expanding their capabilities.
  • Deliver exceptional operational service and sales performance through continous improvement and new technologies.
    • Achieve KPI’s (in multiple locations) across all customer touchpoints, including telephone, chat, social media, and online, working closely with contact center operations to manage staffing, technical, policy and procedural needs Drive continous improvement through technology, processes, training and LEAN.
    • Evaluate current strategies, processes and procedures for effectiveness and modifies, as needed with the partnership across CRC leadership, also maintains and shares knowledge of industry trends and forecasts.
  • Serve as a key partner to all internal operational and customer-facing departments, including Product, Retail Field, Field Services, and Supply Chain

Qualifications

  • 10+ years’ experience leading employee groups required, 5+ years customer facing service experience required
  • BA/BS required, Master’s Degree preferred
  • NPS experience preferred
  • Requires 30-50% travel between the Minneapolis and New Orleans contact centers
  • Strong leadership, coaching, team building – proven ability to develop front line leaders, and manage teams remotely as well as in person
  • Excellent written and oral communication skills, diplomacy skills with diverse groups of people including customers, employees, colleagues and executives
  • Proven ability to analyze data, derive conclusions from data, build strategic and tactical plans to resolve core problems
  • Able to determine root causes of issues and motivate a solution via direct, indirect and cross-functional team members
  • Experience leading a large employee base through change of systems/processes/procedures
  • Cross-functional influence/influence without authority; ability to act as a strong individual contributor to cross-functional teams
  • Prior LEAN experience preferred
  • Sales leadership experience preferred
  • Logistics/Supply Chain and/or product movement background preferred

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