• Director, Customer Recovery

    Job Locations US-CO-Denver
    Posted Date 3 weeks ago(3/27/2018 4:33 PM)
    # of Openings
  • Overview

    The Dir, Customer Recovery will own the test/declare and alert processes from beginning to end. This position will be focused on creating a scalable process for tests, alerts, and declares while ensuring a superior customer experience remains a priority.


    • Identify process improvements in the test and alert/declare functions and work with Senior Leadership to implement those improvements
    • Direct and oversee the coordination of all tests, ensuring our customers always have a great experience
    • Develop disaster recovery and resumption plans for the critical processes and systems that are core to our customers’ continued business operations in the event of a disruption
    • Establish service-level recovery standards and agreements internally and with vendors
    • Provide input to senior leadership in the development and administration on an as-needed basis, or when required to arbitrate or clarify the application of alert/declare policies and procedures
    • Build peer support and strong internal relationships with other key management personnel
    • Recommend testing solutions and scopes by viewing the customer’s needs, specifications, and requirements
    • Perform quarterly visits to each operations facility (Atlanta, Mississauga, and Las Vegas)
    • Lead bi-monthly meetings with all Customer Relationship teams to gain feedback and provide guidance from the Denver office



    Accountabilities and Performance Measures:

    • Accountable for the on-time implementation of all test and alert/declare objectives
    • Accountable for data collecting, cleansing, managing, and reporting clearly, accurately, and securely
    • Accountable for creating a scalable process for tests, alerts, and declares that aligns with the company’s growth strategy
    • Accountable for ensuring the customer experience involved with each and every test, alert, or declare is of superior quality


    Organizational Alignment:


    • Reports to the Chief Information Officer
    • Directly manages the Lead Test/Declare Manager and all Test/Declare Managers


    • Bachelor’s degree with a minimum 8 years in a customer service-focused role
    • Strong communication experience and problem-solving skills with demonstrated success in effectively driving results
    • Experience with CRM tools and an analytical mindset with exceptional problem-solving skills
    • Demonstrated proficiency managing analytically rigorous initiatives
    • Ability to quickly identify root causes and design, create, and implement corrective measures


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