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Vice President of Services and Customer Satisfaction Operations


Vice President of Services and Customer Satisfaction Operations

Vice President of Services and Customer Satisfaction Operations

Blink Charging
Phoenix, AZ 85040

Job details

Job Type

Full-time
The Vice President of Services and Customer Satisfaction is responsible for the overall management of strategic and operational activities for field services, customer support, logistics and inventory at Blink’s Technical Center in Tempe, AZ. The Vice President is responsible for developing and implementing a mid-term and long-term strategic plan to ensure Blink’s goals for Charger Quality, Call Center Excellence and Customer Satisfaction are met in a timely and cost-effective manner. This includes business plans, hiring strategies, development of strategic capabilities, and contributions to the Company’s vision and mission.

This position will be responsible for the Company’s field services, logistics, production, customer support, purchasing and quality. Reporting to the President of Blink Charging, the VP of Service and Customer Satisfaction is part of an executive team. More than a “paper pusher,” the successful candidate should be ambitious, multidisciplinary, curious, and desire to improve and build up operations in the Company. Blink’s leadership culture is focused on hands-on management. Our leaders are proactively engaged with their teams and constantly identifying opportunities for improvement.

Primary Responsibilities:

· Lead all operations, primarily: logistics, production, customer satisfaction, purchasing, while interfacing with the CTO’s engineering team for product quality · Create, maintain, and coach the organization through an overall operational excellence tradition, commitment and mindset· Ensure that the Company has the tools and resources to adopt best practices· Improve, implement and report operational metrics· Take a proactive approach to identify issues and resolve them· Develop and implement automation solutions as needed· Day to day oversight of 24/7 call center, NOC center and daily metrics· Manage key performance indicators (KPI) for service metrics daily, weekly, monthly· Drive to achieve Blink’s growth targets, to ensure best-in-class service delivery and efficiency in alignment with organizational service and compliance goals· Define, communicate, and implement a best-in-class customer service value model· Partner with internal departments to expand market share· Drive continuous improvements in member experience as measured by NPS and Sentiment metrics

· Ensuring we deliver outstanding support to customers operating around the world, around the clock, in multiple languages· Continuously improve the team through employee engagement, leading by example, and fostering individual career growth and development

Additional Requirements:

· A successful track record as a manager-of-managers (Director or higher)· Experience with 24x7x365 service delivery· Experience leading an operations department including field services, logistics, production and distributed team· A systems thinking approach· Ability to think and act cross-functionally· Tirelessness in pursuit of improvement and excellence· Credibility with senior stakeholders internally and externally· Organizational design and team development skills

Education and Experience:

  • Bachelor’s degree in engineering preferred

  • At least 5 years of experience in a related senior operations role

  • Successful management of operation teams

  • Experience in processes and tools at a startup/growth company

  • High-energy and business-smart - knows how to balance and align business and customer needs

  • Experience using data-driven processes

  • Truly interdisciplinary: experience working on complex systems

Environment and scheduling:

· Physical effort and dexterity· Some lifting to 40 pounds may be required· Regular use of a computer keyboard is required

  • This position requires the employee to be present in the office or on the job site, and therefore, attendance is an essential function of this position

  • Primarily office environment with up to 30 % travel required including occasional weekend travel
Work Authorization:

  • United States (required)

Working conditions are normal for an office environment. Work may require occasional travel, weekend and/or evening work.

EEOC Statement:
We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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• Mobile: NA

• Location: NA

• Post ID: 21476284


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