Curtis Infrastructure Initiative - January Newsletter
The Curtis Infrastructure Initiative is proud to have launched its bi-monthly newsletter.
Reporting to the Executive Vice President of Global Business Operations, the Vice President of Global Customer Service Operations is a strategic partner to ULI’s regional leadership and global program owners and is responsible for the delivery of an outstanding customer experience (CX) to all members and prospects worldwide, when they contact ULI for support.
The mission of ULI Customer Service is to provide a world-class global and multichannel customer service solution for all ULI members, prospects, and customers, through effective and cost-efficient delivery processes, with high levels of member satisfaction with their interaction with ULI and exceeding agreed-upon service level targets.
Working with leaders and staff from across ULI and using strong leadership, team motivation, and problem-solving and decision-making skills, the VP of Global Customer Services Operations leads an extended team of subject matter experts across our regions, in the delivery of the highest-quality support to our customers and within the financial parameters of a clearly defined budget. The VP is responsible for creating operational transparency and business insight through the delivery of robust reporting of key performance metrics and analytics by region, channel, and activity type.
A key component of the role is to drive efficiencies across all Customer Service process areas, with a focus on increasing member self-service and creating more effective vehicles for District and National Councils to access and interact with the Customer Service contact center and ULI’s Global Customer Service staff team.
EDUCATION AND EXPERIENCE
To apply, please submit a résumé and letter of interest.
EOE/m/f/d/v. No relocation reimbursement is offered at this time.