POSITION SUMMARY 

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.

RESPONSIBILITIES

• Oversee the provision of Customer Services globally, in the following process areas, as defined by the CS service definition documentation:
  • Membership processing
  • Event setup systems support
  • On-site event registration processing
  • Business process operations (lockbox, wires, corporate support)
  • Payment processing
  • District/National Council processing support
  • CEU management
  • General sales and information enquiries.

• Coordinate our relationship with our Contact Center vendor, working closely with the supplier on resourcing, performance, and improvement initiatives.
• Manage resource allocation and workload distribution across the team.
• Owner of performance metrics/KPIs against key service-level commitments.
• Monitor and maintain all aspects of operational performance, across all regions.
• Meet related financial/budget commitments.
• Provide trend analysis for the services provided. Create and maintain dashboards to articulate performance to stakeholders and other key staff. Use this information to frame discussions with membership and marketing teams to drive marketing and campaign effectiveness and to allow the organization to make well-informed business decisions to address member needs and concerns.
• Provide management oversight to the team and be responsible for escalations, review, and resolve complaints.
• Review and maintain up-to-date documentation that defines the services provided (what we do, what we do not do), working across the organization to ensure that this service definition is understood and meets the needs of the business.
• Deliver high-quality major meeting system registration solutions and processes, in partnership with the member meetings, Technology, and Finance teams.
• Support corporate account processing requirements and lead a cross-department initiative to drive processing efficiencies and execution effectiveness, in partnership with Corporate and IT teams. Collaborating with the EVP, Business Operations, work to identify and deliver resource and process synergies in our support to corporate partnerships.
• Identify opportunities for process improvement and efficiencies (with a focus on ease of doing business) and assign teams to work on initiatives and lead them to a successful conclusion.
• Lead on the deployment of new customer experience initiatives to ensure the highest standard of service to ULI members and prospects, delivered consistently across all member types and geographies.

RELATIONSHIPS

• Management of the contract, relationship, and performance of our Contact Center vendor.
• Close working relationship with the District Council staff leadership and extended network, making use of a District Council Advisory Group.
• Key partnership with the SVP, Marketing and Membership, in the understanding of CX data and the design and delivery of programs.
• Key partnership with the SVP, Technology, on supporting systems, processes, and delivery, with a focus on the identification of process simplification or execution efficiencies.
• Key partnership with the SVP, Member Meetings, on the registration system support needs for the major meetings.
• Ability to work with all internal stakeholders on the development of support to their programs.

QUALIFICATIONS

• Detailed knowledge of netFORUM (or similar CRM system) preferred.
• Understanding of customer experience (CX) technologies, disciplines, and strategies.
• Extensive experience in managing and coaching operational customer service teams.
• Strong strategic and customer focus with a clear understanding of the wider issues affecting the relevant markets.
• Strong oral and written communication skills, recognizing all internal clients and stakeholders.
• The ability to successfully handle multiple priorities, work well under pressure, and adapt quickly to shifting duties and responsibilities. Must be able to prioritize work and be able to manage several projects concurrently.
• Strong organizational and time management skills.
• Sophisticated and well practiced at conflict resolution.
• Problem-solving skills, tenacious completer/finisher.
• Working to deadlines, under pressure, often with multiple work assignments.
• Self-directed, resourceful, and flexible, with the ability to initiate tasks and assume responsibility for them.
• Creates a culture of continuous improvement across the extended team.

SUPERVISORY RESPONSIBILITIES

• Managing a team of three subject matter experts in the United States.
• Leading Customer Service remote staff (one in Europe, one in Asia) and ensuring full integration within a global team environment.
• Overseeing the activities of our Contact Center vendor team (team leader and eight agents).

EDUCATION AND EXPERIENCE

• BA/BS degree in a relevant disciple (or equivalent work/life experience).
• Minimum 8 years of experience in customer service or related field
• Deep passion for customer success, coupled with a driving motivation to solve problems and continually improve the customer experience.
• A deeply operational mind-set—dives into details, makes decisions based on data, relentlessly measures and tests, and holds people accountable for fact-based results.
• Exceptional communication and relationship-building skills, high emotional intelligence, and proven ability to thrive in a high-growth, global, virtual environment are essential.

TRAVEL REQUIREMENTS

• Some travel within the District Council network (Americas), with occasional Europe or Asia trips to meet stakeholders and staff, to ensure a complete understanding of local needs and requirements.

APPLICATION INSTRUCTIONS

To apply, please submit a résumé and letter of interest.

https://workforcenow.adp.com/mascsr/default/mdf/recruitment/recruitment.html?cid=76dd43dd-5757-401e-9ef5-65813f73b552&ccId=19000101_000001&jobId=400840&source=CC2&lang=en_US

EOE/m/f/d/v. No relocation reimbursement is offered at this time.