Director - Digital Media Customer Care - Adobe - Tokyo

Job description
You should have a proven track record and passion for formulating and implementing strategies to deliver high quality service to enable user success. You will be the customer advocate inside the organization with an eye for current and downstream effects of changes. You will inherently have a passion for efficiency and the tools, which enable that efficiency. You will be a data-driven customer focused decision maker who understands membership lifecycle nurturing.


What you’ll do

Lead, develop, and grow a globally dispersed team of service delivery professionals (vendor and in-house) across consumer segments.
Responsible for the delivery performed by approximately 70 people both direct and vendors
Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
Develop geo specific strategies and operational plans to enact programs, which enable customer success.
Create and monitor business and process metrics to measure and manage customer service effectiveness.
Manage performance of support vendors and agent performance auditing.
Work in partnership with the sales leaders in the geos to manage customer relationships.

Desired Skills and Experience
What you need to succeed

Experience leading a APAC 24/7 team with exposure to consumer and enterprise segments in customer care or logistics
Deep knowledge of services operations including benchmark measures for success
Ability to lead by influence and work effectively in highly matrixed organizations
Ability to think strategically, as well as tactically, and to exercise sound judgment in priority/goal setting
Strong knowledge and experience with industry best practice multi-channel contact center tools (CRM, CTI, Knowledge Management) and processes
Proven ability leading and building high-performing teams focused on continual improvement, process development, communication and knowledge sharing
Ability to develop and mentor a customer service organization that can empathize with customers and convey confidence
Experience in a large technology multi-national company is preferred

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