Lafayette, LA • Full-Time
We’re redefining the dining experience by building a world-class mobile ordering and delivery platform. Waitr’s marketplace is helping small businesses grow and acquire new customers while also bringing concierge level convenience to thousands of consumers. Waitr’s growth has been off the charts and has no signs of slowing down. We are launching dozens of new markets around the US each quarter, and we are experiencing massive organic growth in our existing markets.
This growth has warranted a renewed focus on the customer experience. Waitr’s Customer Success team is the front line in providing top-shelf quality support for our awesome customers; and, at Waitr we have three customers: Diners, Restaurants, and Drivers. This team owns all strategy behind the customer experience. This role will report to the Chief Logistics Officer at Waitr and the individual will oversee all aspects of the customer experience, managing the customer support flow from start to finish. Customer experience encapsulates the recruitment, hiring, training, and retention of our Customer Success Representatives, as well as the processes that the team uses to provide quick support and problem resolution.
At our scale, using both off-the-shelf and custom tools to automate/streamline these efforts is critical. Previous experience with large, hourly workforces is a positive for this role. Strong analytical abilities, team management, strategic planning, and a history of execution will be critical to succeeding. This role will have to coordinate strategic changes across multiple groups in operations, product, and engineering. The success of this person will be measured by both efficiency gains in response time to our customers and customer retention.
Strategy & Execution - In order to create world-class customer service, continuous improvement drives a vision for the operation. This vision is seamlessly executed, ensuring Customer Success meets the customer’s and the organization’s needs. The Director does this through project identification, implementation management, and impact measurement in order to challenge existing standards and hold the organization accountable to achieve greater impact.
Employee Development & Leadership - Continuous employee development and exceptional leadership enhances employee engagement, knowledge, skills, and morale, ultimately leading to excellent customer service. The Director leads and develops the Customer Success team by setting clear performance expectations for each level of the organization. In addition, he/she identifies and provides feedback to direct reports through one-on-one meetings, personal development plans, and coaching opportunities.
Quality Management - Structures for performance management are managed and improved. The Director aligns Customer Success performance metrics with identified best practices and uses performance data to identify trends, guiding process improvement. The Director also holds Managers and Supervisors accountable for providing appropriate coaching to Representatives through building and improving upon existing performance management structures.
Customer Care - Waitr Customer Success aspires to provide world-class southern hospitality for our awesome customers, which include diners, drivers, and restaurant partners. After initiating contact, diners, drivers, and restaurant partners feel satisfied with issue resolution and therefore continue to use Waitr. The Director uses continuous improvement practices to produce higher quality outcomes for all customers. Additionally, the Director ensures that Customer Success Representatives are well equipped with the appropriate tools and resources. Lastly, the Director represents the “Voice of the Customer” across the organization.
Required Education and Experience
Bachelor’s degree (B.A) or equivalent.
4 years of experience in Operations Management, Strategy Consulting, or program with similar quantitative rigor.
3 years of management experience.
Preferred Education and Experience
Explicit training in sourcing and providing feedback to managers, peers, and direct reports.
5 years of experience in Operations Management, Strategy Consulting, or program with similar quantitative and strategic rigor.
4 years of management experience, including 2 years of group/department management with both direct and indirect reports.
3 years of customer support management experience, including working knowledge of frequently used systems, metrics, and processes.
Position Type/Expected Hours of Work
This is a full-time position. Typical days and hours of work are Monday through Friday, 8:30 a.m. to 5 p.m. Evening and weekend work may be required as job duties demand.
Regular travel (50%) as required.
Waitr, Inc. is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Waitr, Inc. is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Waitr, Inc. are based on business needs, job requirements and individual qualifications, 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 characteristics protected by federal, state or local laws.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.