Manager D2C Customer Success - Kohler Ventures

Manager D2C Customer Success - Kohler Ventures

Work Mode: Hybrid

Location: Hybrid, 2-3 days/week onsite in Palo Alto, CA or NYC

Opportunity:

Kohler Ventures is an independent company wholly owned by Kohler Co., global leader in the manufacture of kitchen and bath products, tile and home interiors, and an international host to award-winning hospitality and world-class golf destinations. Our mission is to build new digital businesses that empower consumers to lead healthier lives. We explore how familiar experiences can be enhanced and innovations developed through the integration of leading-edge technology, science, and design. Come join us as we build a best-in-class global multi-disciplinary team across artificial intelligence, machine learning, design, advanced software and hardware engineering, strategy, venture investments, sales, marketing, and partnerships.

Role Overview:

We are looking for a Customer Success Manager who will play a pivotal role in shaping and executing our customer service strategy. The ideal candidate will have a proven track record of building and scaling customer service operations from the ground up in a fast-paced, tech-driven environment. They will be responsible for ensuring an exceptional customer experience across all touchpoints and driving continuous improvement initiatives to enhance customer satisfaction and loyalty.

Responsibilities:

• Build and Develop Customer Service Function: Establish and lead the customer service function, including defining processes, implementing systems, and building a high-performing team capable of delivering outstanding support to our users.

• Manage omni-channel customer service: Execute across chat, phone and e-mail.

• Set Service Standards: Define service level agreements (SLAs), KPIs, and performance metrics to measure and monitor the effectiveness of the customer service function. Continuously assess performance against these standards and drive improvements as needed.

• Customer Experience Optimization: Collaborate with cross-functional teams to identify opportunities for enhancing the customer experience and implementing solutions to address pain points and improve satisfaction.

• Training and Development: Develop comprehensive training programs for customer service representatives to ensure they have the knowledge, skills, and resources needed to deliver exceptional support. Provide ongoing coaching and feedback to foster continuous growth and development within the team.

• Escalation Management: Establish clear escalation paths and procedures for handling complex or sensitive customer inquiries and complaints. Act as a point of escalation for unresolved issues and work closely with internal stakeholders to find prompt and effective resolutions.

• Data-Driven Insights: Utilize data and analytics to gain insights into customer behavior, preferences, and trends. Leverage this information to inform decision-making, identify areas for improvement, and drive strategic initiatives aimed at enhancing the overall customer experience.

• Technology optimization: Evaluate and implement customer service technology solutions that streamline processes, improve efficiency, and enhance the quality of service delivery. Stay informed about emerging technologies and best practices in customer service management.

• Compliance and Quality Assurance: Ensure compliance with relevant regulations and standards governing customer service operations, including data privacy and security requirements. Conduct regular audits and quality assurance checks to maintain high standards of service excellence.

Skills/Requirements

• Bachelor's degree in Business Administration, Marketing, or a related field. Masters preferred.

• Minimum of 7 years of experience in customer service management, with a demonstrated track record of success in building and scaling customer service functions and operations in a high-growth environment.

• Proven experience in digital first customer service model across channels - preferably with consumer app/technology product. Experience in health sector is a plus.

• Strong leadership skills, with the ability to inspire and motivate teams to achieve goals and drive results.

• Excellent communication and interpersonal skills, with the ability to effectively interact with customers, colleagues, and senior executives.

• Strategic thinker with a data-driven mindset and a passion for delivering exceptional customer experiences.

• Proficiency in customer service software platforms (e.g. Salesforce Service Cloud) and familiarity with CRM systems.

• Knowledge of relevant regulations and compliance standards, such as GDPR and HIPAA, a plus.

#LI-Hybrid

#LI-NR1

Applicants must be authorized to work in the US without requiring sponsorship now or in the future.

The approved base salary range for this position is $109,150 - $138,650. The actual base salary offered to a candidate may be higher than the approved range. This will vary depending on a variety of factors including the candidate's experience, their education, and the work location. This position is subject to a 16% Area Salary Differential (Cost of Living Adjustment) in the NY City metro area. The approved base salary range including ASD for this position is $126,614 - $160,834 depending on location. In addition, this position is eligible for a performance bonus and a special project incentive. Available benefits include medical, dental, vision and 401k.

Why Choose Kohler?

We empower each associate to #BecomeMoreAtKohler with a competitive total rewards package to support your health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation. With more than 30,000 bold leaders across the globe, we're driving meaningful change in our mission to help people live gracious, healthy, and sustainable lives.

About Us

It is Kohler's policy to recruit, hire, and promote qualified applicants without regard to race, creed, religion, age, sex, sexual orientation, gender identity or expression, marital status, national origin, disability or status as a protected veteran. If, as an individual with a disability, you need reasonable accommodation during the recruitment process, please contact ~~~. Kohler Co. is an equal opportunity/affirmative action employer.