Arity-Customer Support Director

Date Opened: May 7, 2022

Location: Northbrook, IL, US

Company: Allstate Insurance Company

Founded by The Allstate Corporation in 2016, Arity is a data and analytics company focused on improving transportation. We collect and analyze enormous amounts of data, using predictive analytics to build solutions with a single goal in mind: to make transportation smarter, safer and more useful for everyone.

 

At the heart of that mission are the people that work here—the dreamers, doers and difference-makers that call this place home. As part of that team, your work will showcase both your intelligence and your creativity as you tackle real problems and put your talents towards transforming transportation.

 

That’s because at Arity, we believe work and life shouldn’t be at odds with one another. After all, we know that your unique qualities give you a unique perspective. We don’t just want you to see yourself here. We want you to be yourself here.

Job Family Summary

Arity’s customers are our cornerstone.  The Customer Support organization is responsible for ensuring that Arity’s customers experience and optimize the value of Arity products and services throughout their journey with us.  This team investigates, responds and resolves customer concerns, complaints and inquiries, as well as developing critical insights based on customer interactions for input to product management, software engineering, sales, and customer success management.

Job Summary

Arity’s customers are our cornerstone.  The Customer Support Director is responsible for developing, executing and evolving the Customer Support strategy that will provide a premiere experience for our business to business customers.  The Customer Support Director sets the strategic direction for the support organization that aligns to the business objectives of the company, ensuring the structures and processes needed to deliver effectively and efficiently the mission of the company and of the Customer Success organization.  The Director creates a work environment that enables employees to be their best and deliver on their accountabilities, as well as being personally accountable for leading organizational change, delivering business results by working across the organization and through development of employees.  The Director demonstrates a high level of influence within their own organization, with their business partners, peer leaders, senior leaders, and customers.

Key Responsibilities

Customer Support

  • Scale, expand and evolve the capabilities of the existing Customer Support liaisons, analysts and engineers to provide a high-quality service for customers, internal associates, and engineers with technical or software issues. 
  • Build a high performing, skilled, continuously evolving support team with appropriate customer collaboration and engineering skills to ensure customers have a premium experience and the organization operates with high efficiency providing relief and focus for other areas of the business. 
  • Collaborate with supervisors, team leaders and colleagues across the business and third parties to gather information, resolve and prevent future issues.
  • Manage the daily operations and functions Customer Support team, implementing customer experience centric, strategies, operations, and tools.
  • Establish performance targets for speed, efficiency and quality. 
  • Identify and implement necessary KPIs and measurements such as service level standards, response time, case management and closure, health, and customer experience.

Key Responsibilities Cont'd

  • Establish necessary customer feedback channels within the support team and across the organization, including:
    • Maintaining up-to-date knowledge of industry developments and involvement in networks.
    • Monitoring customer calls and internal meetings to improve quality, minimize errors and track operative performance. 
    • Assisting and/or facilitating critical and/or high-profile customer complaints or inquiries. 
    • Developing and evolving the necessary knowledge repository and documents, which assist the team to accurately diagnose issues and resolve customer inquiries in a timely manner while also relieving pressure on other business entities such as engineering.
  • Develop relationships with key customers. 
  • Apply and instill a continuous improvement mindset within and across the organization and ensure operations account for this.
  • Perform other duties commensurate with the role. 

Key Responsibilities Cont'd

People Management

  • Builds and maintains effective working relationships with all levels of employees by creating an environment of safety and innovation within their organization and across peer groups.
  • Models and creates an environment of accountability for their organization, peer groups and leaders by setting and measuring clear performance objectives in support of business outcomes.
  • Serves as a role model for personal development, incorporating 360-degree performance feedback. Maintains organizational focus on talent development.
  • Identifies and leads change in their organization in alignment with broader organizational change initiatives. Uses personal influence to enlist employees and peers in implementing change.

 

General Management & Decision Making

  • Develops ideas and team strategy that have long-term, strategic impact on area of responsibility and that align with Enterprise direction.  Responsible for initiating work and allocating resources necessary to implement strategy and achieve organizational goals.
  • Communicates strategy to the organization so they understand their roles, are motivated to achieve established goals and have line of the sight between their work and Arity strategies.
  • Converts thinking of others or gains acceptance of complex ideas where difficult but necessary to achieve goals and objectives.
  • Manages multiple teams with significant, complex assignments.  Creates structures and processes that provide oversight of budgets and delivery yet allow employees freedom of action.

Key Responsibilities Cont'd

  • Applies knowledge and efforts to diverse and complex situations, where alternatives are numerous, to drive business solutions on behalf of the organization.  Makes decisions that have an impact on quality or effectiveness of business activities beyond their area of responsibility.
  • Fosters innovation. Creates structures and processes that promote an environment of innovation and experimentation for direct reports, peer groups, leaders and the organization.
  • Highly proficient in the business of information technology.
     

Business Partner Management

  • Influences individual contributors, managers, partners, service providers and peers to successfully deliver on business commitments spanning across multiple organizations.
  • Partners with others in their organization to set and manage expectations; continually seeks opportunities to be a thought partner and increase internal business partner satisfaction and deepen relationships.  
  • Negotiates solutions for issues that may be complex or controversial across multiple teams/functional groups.
  • Adapts complex communication approaches for audiences at multiple internal and external levels.

Experience

Education: Bachelor’s degree or equivalent; graduate degree ideal

Experience: 10 + years of management experience; should include accountability for all aspects of leading an organization including people processes, client/partner relationships, work processes and delivery of work products.  

  • Experience in running a high performing support center and operations in a SaaS and/or product-based environment.
  • Sourcing and outsourcing experience for call center operations, resourcing and capabilities.
  • Implementation and expansion experience with Customer Support and Customer Relationship management software.
  • Support leadership and experiences with SaaS based products and customers a plus.
  • Engineering experience with mobile and/or product development a plus.
  • Experience in Technical Support/Trouble Shooting Hardware and Software.
  • Strong written and verbal communication skills with the ability to communicate effectively.
     

Experience Cont'd

• Strong interpersonal and relationship management skills.
• Passionate customer service orientation with experience in managing multiple stakeholders.
• Ability to work within a fast-paced, change embracing corporate culture. 
• Critical thinking and problem solving skills, and a high level of attention to detail. 
• Displays sound business judgment and decision making capability.
• Displays high level of self-motivation. 
• Honesty, integrity and a strong level of drive and determination.
     

That’s the day-to-day, now let’s talk about the rest of it. As we mentioned, Arity was founded by The Allstate Corporation. But you’ll be working for—and at—Arity. It’s the best of both worlds. You’ll get access to the full suite of Allstate benefits and work in a fast-paced startup culture. That’s more than just free breakfasts and brain breaks. It’s a culture that encourages you to be you.

Sound like a fit? Apply now! We can’t wait to meet you.

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Nearest Major Market: Chicago