The Director of Customer Sales & Service is responsible for the strategic planning and execution of all Contact Center operations. Core duties include leading Inhouse Teams, external BPOs, the management of budgets and the continuous improvement of the customer experience.  

The Director’s success is measured by the organization’s ability to provide high quality services while meeting Service Level Agreements (SLA), improving performance across all contact channels, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics. The leader in this role actively contributes to the overall company operational targets as well as the daily business decisions.  

The Director of Customer Sales & Service supports the development of vision and strategy and drives the operation ensuring the Contact Center meets customer and organizational needs. The successful Director is continually engaged in leading and inspiring their in-house and external partners’ teams in developing and sharing best practices in the performance of all duties and responsibilities.  

This position will report into the global VP of Customer Sales & Service, thus he/she will collaborate with our colleagues around the globe closely. 

Key Responsibilities 

• Support the development of the US/CA Customer Contact strategy in alignment with the global organization and the US/CA market needs 

• Responsible for development and administration of annual department budget to attain business goals with operational stability  

• Partner with procurement and senior customer service leadership to define and manage the global operating model (inhouse, external and work at home) 

• Build business cases and drive projects to continuously enhance the capabilities of the department 

• Provide strong, dynamic leadership. Sets expectations, mentors, develops, and guides team members to drive performance across all KPIs (employee, customer and company). 

• Drives teams to efficiently leverage the value of every contact to drive customer excitement while maximizing net reservation revenue to clients  

• Manage performance and deliver results against targets which includes employee measures (attrition, satisfaction...), customer experience (QA and customer satisfaction scores), operational metric (SL, AR...), costs and measurable ROI on strategic initiatives 

• Work with the QA / CX teams to ensure internal and external service quality using insights from QA, customer satisfaction surveys in combination with operational metric per team / individual  

• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision 

• Coordinate analytic, strategic, and technical resources to meet client expectations and ensure satisfaction 

• Find and close new revenue opportunities within the existing client base 

• Ensure compliance with regulatory agency guidelines and standards 

• Work closely with internal partners across departments and geographies to identify and resolve issues impacting customer experience  

• Identify process gaps affecting customers and/or business efficiencies, and develop solutions  

• Provide support, direction and leadership across all business lines (service, reservations, roadside assistance etc.) and across touch points (email, phone, chat, social, FAQs) 

• Facilitate the transformation of customer service towards a more interconnected service experience between self-service and personal points of contacts 

• Perform other as defined 

• Bachelor’s degree required  

• Minimum 10+ years of Customer Contact Center or Service management experience  

• Strong leadership skills with the ability to inspire, motivate and built strong highly performant teams 

• Working knowledge of managing hybrid teams, international stakeholders and across multiple time zones 

• Solid experience of ramping and effectively managing BPOs to target attainment  

• Effective analytical skills including working knowledge of financial statement analysis, operational KPIs, forecasting and scheduling 

• Good business acumen, the ability to create and implement service and performance playbooks, combined with the ability to deliver results 

• Experience in managing multiple contact channel operations effectively and efficiently  

• General understanding of Customer Service Technology such as telephony, case management systems etc. 

• Ability to develop and manage results-oriented recruiting and training programs  

• Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations  

• Strong written, and oral communications skills – including statistical report writing, building and giving presentations to senior leaders across all levels 

• Experience in leading business improvement projects within a matrix environment 

• Strong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management (from conception to completion), and planning skills  

• Working knowledge of digital service channels and touchpoints e.g. self-service, FAQs, chat, of advantage 

Paid vacation, medical, dental, vision and 401(k), Short Term Disability, Long Term Disability, Basic Life and Supplemental Life benefits and future growth opportunities within the company.   

At Sixt, we pride ourselves on having an inclusive and unique environment.  We are an Equal Opportunity-Affirmative Action Employer – Minority / Women / Men / Disability / Veteran / Gender Identity / Sexual Orientation. 

The information listed above is intended to describe the general nature and level of this position.  Essential functions and responsibilities may change as business needs require.  Your response to this advertisement may result in your consideration for employment with Sixt Rent a Car, LLC and its subsidiaries.  Offers of employment will be made by Sixt rent a Car, LLC or any of its subsidiaries or brands.  

About the department:
Listening to our customers - nothing is more important to us. We are always available if there are questions, requests, or problems. Whether by phone, email, online chat, or social media, whether in German or English: we are only satisfied when our customers are satisfied.

About us:
We are a leading global mobility service provider with sales of €3.07 billion and around 7,500 employees worldwide. Our mobility platform ONE combines our products SIXT rent (car rental), SIXT share (car sharing), SIXT ride (cab, driver and chauffeur services), SIXT+ (car subscription) and gives our customers access to our fleet of 270,894 vehicles, the services of 1,500 cooperation partners and around 1.5 million drivers worldwide. Together with our franchise partners, we are present in more than 110 countries at 2,098 rental stations. At SIXT, a first-class customer experience and outstanding customer service are our top priorities. We focus on true entrepreneurship and long-term stability and align our corporate strategy with foresight. Want to take off with us and revolutionize the world of mobility? Apply now!