Double Good's mission is to create joy. We create joy with our delectable and award-winning popcorn. We create joy with our easy-to-use fundraising platform that raises a meaningful amount of money for youth sports and activities, empowering kids to pursue their dreams. We create joy through our Kids Foundation which hosts Double Good Days events across the country to bring all-ability fun to children with special needs and their families. As featured on the Today Show, Double Good is not just about the product; we have a strong social mission.
In recent years, Double Good has seen 40% year over year growth, and we're excited about our future! We're excited about the possibility of you joining our mission. We are looking for a Head of Customer Service to join our growing Customer Service team.
Double Good seeks a dynamic leader to guide our Customer Service function through 2025 and beyond. Sitting within Double Good's Growth function, the Head of Customer Service owns all manner of reactive customer interactions at Double Good, while keeping a keen eye on future customer needs. S/he lives in how our data grants insight into how we can efficiently and effectively serve our customers.
As a servant leader, the Head of Customer Service leads a dual-pronged team of internal agents and external partners, helping ensure that Double Good's multifarious customer base is served, heard, and understood.
Equally comfortable working with CS agents and senior-level executives, the Head of Customer Service serves as a thought leader and customer advocate throughout the company. They will partner with leaders across Product Tech, Manufacturing, Shipping, IT, etc. to address customer concerns, drive positive customer experiences and outcomes, and drive growth.
About the role:Strategic ownership of the Customer Service function, including top-to-bottom ownership of CS KPIsShort-to-long-term road mapping aligned to overall business strategy, including the incorporation of long-term organizational AI strategiesDeliver world-class service, externally and internallyLead a growth-aligned Customer Service teamAdvocate relentlessly for customersTactical execution of customer-centered growth strategiesSSoT for all things Customer ServicePartner cross-functionally across matrixed projects and teamsBudget ownership throughout the current year and beyondManage SaaS and BPO vendors and contractsCreating and maintaining relationships across the company with all levels of internal and/or external partiesEnsuring a safe and health-oriented work environment for all. Building a culture where service is at the heart of everyday businessDevelops future leaders by providing resources and support to develop skills and capabilities through unique development opportunitiesExperience & Skills we value:Entrepreneurial mindset and flexible, agile leader who thrives in a positive environmentEffective in leading by influencing others and valuing people in building an organizationBachelor's degree in business or equivalent work experienceMinimum of 10 years of professional experience, including time spent in some combination of growth companies and management consultingStrong interpersonal skills with the ability to collaborate and build a consensus in a high-pressure environmentDemonstrated excellence in strategic thinking, process creation, and optimization. Open to new perspectives to achieve overall vision and company goalsStrong background in goal deployment, strategic planning, and building organizational capabilityAnalytical problem-solving skills with impeccable attention to detail and follow-throughNice to have and/or you'll learn:Excellent communicator, recognized for your leadership and your sense of initiativeResults-oriented and team-oriented, with a demonstrated ability to mobilize and manage people at all levelsServant leadership and service mindsetBenefits and Perks:Flexible Spending Account / Health Savings Account401k with 4% Company MatchGenerous PTO11 Holidays in the yearComprehensive Employee Assistance Program (EAP) available to all employees 24/7Company sponsored disability and life insuranceMonthly Popcorn Allowance (yup, free popcorn)Volunteer opportunities with charity partners and the Double Good Kids FoundationCompany events (Ice Cream Trucks, Summer Shindig, Holiday Party)We are an equal opportunity employer and value diversity at our company. We want our employees to reflect the diverse communities we serve. We embrace the uniqueness in everyone, and we encourage each person to be their true selves. Your age, skin color, beliefs, sexual orientation, nationality, disability, parental status, vet status, gender identity are valued here. We do not stand for discrimination or harassment of any kind. Come as you are.
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