Director, Community Wanted

TheLadders is looking for a Director:

Here at TheLadders, one of our two rules is Love the Customer. We are a customer-centric organization and are looking for someone to lead our amazing Community Team.

Our Community Team connects directly with our customers by providing them access to thousands of jobs and by responding to customer service inquiries. The Director, Community will oversee the performance and management of this vital team. If you’re a proven leader with notable experience in the Customer Service space, and are looking to make a sizable impact for a fast-growing successful company, then we’d love to hear from you.

Responsibilities

• Direct all customer service activities to ensure a first-rate customer experience
• Define vision, strategies, and tactics to improve customer service processes
• Manage a growing team of 5+ individual managers who oversee 25+ bright and diligent recent college grads
• Provide mentoring and leadership to junior Community employees on customer service and career roadmap
• Monitor job information content to ensure appropriateness and high quality for our customers
• Actively survey customers and monitor service levels and quality

Requirements

• Bachelors degree required, advance degree (MBA) from a top tier school is preferred
• Strong interpersonal skills; ability to communicate and persuade at all management levels and thrive in a cross-functional environment
• Proven background as a skilled leader, with a proven track record of successfully managing a customer service center
• Experience in the online customer service space a huge plus
• Successful background in customer advocacy and will be an effective champion for customer experience improvement initiatives across the enterprise
• Dynamic leadership energizing multidiscipline work teams to continually learn and apply new skills/techniques to respond to business needs
• Demonstrated experience establishing standards and best practices including policies, procedures, workflows and project management
• Ability to thrive in a fast-paced, high-growth environment

Based in New York, TheLadders.com, Inc. is a privately held company offering online job search services to the $100k+ employment market. The company operates specialized job search Web sites for the sales, marketing, finance and HR, legal, tech and operations industries, produces a series of industry-specific, weekly e-newsletters, and maintains the world’s first customer service blog. The company also produces an electronic newsletter providing job market insights and data to executive recruiters. Backers of TheLadders.com include Matrix Partners and a group of private investors including the following individuals: Kevin Ryan, CEO, DoubleClick (NASD: DCLK) and Board Director, HotJobs.com; Tom Matlack, Megunticook Management; and Robert Chefitz, NJTC Venture Fund. More information on the company can be found online at www.theladders.com.

We are a dynamic, fast-paced, high-growth internet company that rewards meritorious performance. We work hard and have big fun. We are a results oriented, goals driven team with a strong commitment to excellence. We hire the best and the brightest individuals without regard to race, color, religion, creed, age, sex, sexual orientation, pregnancy, national origin, ancestry, marital status, veteran status, citizenship status, alienage, mental or physical disability, genetic predisposition or genetic carrier status, on the basis of knowledge or belief that the employee or applicant has tested positive for AIDS, AIDS-related complex or HIV, or any other basis protected by federal, state or local law. TheLadders.com is an equal opportunity employer.

Interested applicants can apply here.

Actual post can be found here.

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