Director, Consumer Services - Housewares
helenoftroy


Job Info


Join our Housewares Team at Helen of Troy as a Director of Consumer Services and make an immediate impact on our trusted brands. Together, we build innovative and useful products that elevate people's lives everywhere every day.

As the world's premier company for insulated products, Hydro Flask began with a challenge: to create a reusable water bottle that truly performs in any environment. It had to keep hot liquids hot and cold liquids cold. Period.

At OXO, we're on a quest to make every day better. For 30 years, we've made household tools that delight our customers and exceed their expectations. When we have an idea, we're going to make it happen, even if it hasn't been done before - especially if it hasn't been done before. If you've ever thought, "there's got to be a better way to do this," then you belong here!

Director of Consumer Services will support OXO and Hydro Flask and as the leader who represents the "consumer voice" throughout the organization, ensuring that the consumer is continuously top-of-mind. Lead the present call center team in personnel requirements, budget, support demand, and KPI's. As well as support and handle metrics to ensure team members understand and deliver expectations.
What you'll be doing:
Responsible for different omnichannel to delight consumers (contacts across phone, email, social, chat, etc.) into a center of excellence for consumer experience. While working closely with Digital Marketing and IT, drive solutions that will improve the consumer experience (CSAT, NPS) through strategy and technology to maintain or reduce overall costs to continue to grow the DTC business.


  • Lead a department of up to 60 contract and permanent employees (based on seasonality).

  • Strong mentoring, cultural leadership, and CR management skills to drive constant growth and improvement within the team.

  • Resolve work procedures, prepare work schedules, and expedite workflow. Study and standardize procedures to improve department efficiency.

  • Establish, secure approval on and maintain department expense and staffing budget.

  • Ensure that social media consumer outreach is continuously monitored and handled according to defined practices and that the department service stays relevant to changing consumer demand.

  • Build an ongoing training and quality assurance process for the department.

  • Ensure maintenance of the phone system announcement menus, and other system support activities.

  • Be a champion and advocate for consumers in all aspects of how they interact with the company to ensure that they have a positive experience. Work with other departments such as marketing, digital, engineering, regulatory, and quality to enhance the overall consumer experience.

  • Stay connected to other departments to make required changes in staffing support as needed to fully support the business needs.

  • Strong leadership and management capabilities within a call center environment with exceptional communication skills to all levels of the organization

  • Strategic business planning and process improvement. Evaluate, set, and adjust key performance indicators for continuous business/consumer success.

  • Disciplined budget administration and management. Progressive cost reduction and avoidance. Multi-channel forecasting for the consumer service department. Staffing modeling and forecasting

  • Stay on top of constantly evolving consumer-preferred communication methods and adjust the department to support with excellence. Learn and become familiar with company products in a very timely manner.

  • Strong consumer follow-thru and the ability to document and execute resolution actions.

  • Organized, handle multiple priorities, and maintain a tidy department environment. Change agent, who is continuously seeking and implementing improvement.

  • Excellent written/verbal communication, effective presentation, project management, and planning experience with capability to influence results-oriented behavior through communication.

  • Be the leadership voice with the other call centers on business strategy and requirements with IT, cross-divisions, and vendors to drive the next phase of technology solutions to enable stronger self-service, reduce consumer friction omnichannel, and aid reps in solve consumer contacts faster, cheaper, and at a higher quality. This will include AI, IVR, etc.

  • Ensure daily, weekly, monthly, and quarterly reporting against key KPIs. Continual monitoring and proactive forecasting of the volume of calls and workforce requirements.

  • Responsible for the Call Center Analyst to ensure call distribution and staffing are accurately handled to meet department critical metrics.

  • Monitor efficiency of representatives and generate data reports for department and management review. Review data to monitor metrics, such as call volume, the length of time customers remain on hold, etc.

  • Supervise service calls to observe employee demeanor, technical accuracy, and conformity to company policies.

  • Compile work volume statistics for accounting purposes and to keep records of customer service requests and complaints.

  • Report all information regarding consumers and consumer issues back to the appropriate departments to improve products and product use communication.
Minimum Qualifications:

  • Bachelor's degree

  • 5+ years of consumer relations experience

  • 3+ years of call center experience in a senior management role

  • Experience in Omnichannel Customer Service operations, including phone, e-mail, and social engagement channels

  • Specialist in progressing call centers practices, including technology to minimize staffing while enhancing service

  • Experience with Contact Center Tools (e.g., Telephony: Cisco Enterprise Systems; CRM: Oracle; and others)

  • Proficiency with MS Office

  • Authorized to work in the United States on a full-time basis.
Preferred Qualifications:

  • Knowledgeable in consumer goods regulations and claims processing

  • Preference for certification and membership of a professional customer service institute (e.g. CSIA, COPC, etc.)


Wondering if you should apply? Helen of Troy welcomes people as diverse as our brands. Have the confidence to come as who you are because your point of view, skillset, and experience will make us stronger. If you're eager to share new ideas and try new things, we want to hear from you.

For more information about Helen of Troy, visit www.helenoftroy.com. You can also find us on LinkedIn, Glassdoor, Facebook, Instagram and Twitter.



Helen of Troy is an Equal Opportunity/Affirmative Action Employer. We are committed to developing a diverse workforce and cultivating an inclusive environment. We value diversity and believe that we are strengthened by the differences in our experiences, thinking, culture and background. We do not discriminate on the basis of race, color, religion, sex, national origin, sexual orientation, gender identity, age, marital status, disability, protected veteran status or any protected basis.



We will provide individuals with disabilities reasonable accommodation to participate in the job application process. If you would like to request an accommodation, please contact Human Resources at (915) 225-8000 #LI-DNP.

Incorporated in 1968, Helen of Troy has grown into a leading global consumer products company with career opportunities in North America, South America, Europe and Asia. We offer creative solutions for our customers through a diversified portfolio of well-recognized and widely trusted brands, including OXO®, Hydro Flask®, Vicks®, Braun®, Honeywell®, PUR®, Hot Tools®, Drybar®. Most of these brands rank #1 or #2 in their respective categories.

We boldly bring brands into our family, where we nurture what makes them great. We collaborate internally and externally, always striving to provide the consumer-centric innovation, operational excellence, scale, global reach, and stellar shared services to make them soar.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities and duties required of personnel so classified. Management retains the right to add or to change duties of the position at any time.


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