Director of Customer Experience

hace 1 semana

San José, Costa Rica Oyster HR A tiempo completo

**✨ One platform, a whole world of opportunity**:
Right now, the best jobs are limited to people in a handful of the world's wealthiest cities, yet brilliant people are _everywhere_. Driven to overturn the status quo and distribute opportunities equally around the world, Oyster launched its global employment platform to help companies hire, pay, and care for talent anywhere.

When it comes to global employment, we walk the walk. We're proof that companies don't need an office to create a highly-engaged culture. Since the company's inception in January 2020, Oyster has:

- Created a fully-distributed, vibrant team of 500+ employees across 60+ countries
- Established a diverse leadership team and an employee base that's 60% female
- Achieved one of the highest employee engagement scores in its class

**Raised $150 million in Series C funding at a valuation of over $1 billion**

Our momentum speaks to the power of global employment—and we're just getting started If you want to change the world with Oyster _and_ be empowered to work remotely while doing so, we'd love for you to apply

**The Role ‍**:
**Location**:While this position is posted in a specific location, all of Oyster's positions are fully remote and you can work from home. Forever. To create the best experience for our new hire (you?) this role does require that you are based within 5 hours +/- from EST timezone.

Oyster is looking for a Director of Customer Experience (HR/Operations) to help us build and deliver a best-in-class Team Member hiring experience. This is a critical role within the Customer Experience organization reporting directly to the head of both the Customer Success and Hire Business Units. This person will be instrumental in shaping our hiring and team member strategy and operations, including continuing to build out and organize the team, developing and delivering on an automation strategy in conjunction with Product Management to deliver quality and scale, evolving all existing manual processes, and developing the cross-functional infrastructure to ensure customer and team member success.

The Director of Hire should have extensive experience leading customer success, support, account management or operations teams for technology companies, can develop and execute a strategy in a hyper-growth technology environment, and will be passionate about the Oyster mission.

**What you'll do**:

- Develop and execute a global Hire strategy
- Lead and develop a world class customer-focused team
- You will be a people manager to multiple Hire Leads who manage geographic or speciality pods supporting team member onboarding
- Work with Customer Operations to review capacity against demand and agree on related hiring plans, as well as participate in the hiring process
- Be a key driver of prioritizations regarding building out direct entities throughout the world
- Build and support a migration process for indirect to direct hiring entities
- Ensure that Employer of Records (EORs) we partner with around the world deliver a great team member experience
- Increase team member satisfaction thereby influencing customer satisfaction, retention and growth in partnership with the Account Management and Customer Success teams
- Make data-driven decisions to inform operations and performance management
- Partner with customer operations to implement technology, processes, and reporting to ensure a high performing organization
- Lead operational design, metric and goal development for Hire Business Unit
- Build consensus among hire Business Unit internal partners including Legal, Finance, People Services, Global Ops, Customer Ops, Product Management, Product Marketing, Customer Success and Customer Support
- Develop a deep understanding of the Customer and Team Member journey and work cross-functionally to evolve it to the ideal customer experience
- Own escalations from Customer and Team Members through guidance to the team or providing an escalation point to the customer
- Implement solid governance structures to ensure delivery tracks to agreed service levels, and quality frameworks
- Own allocations of new work requests creating an allocation method based on factors such as capacity, skillset, urgency

**What we're looking for**:

- 12+ years experience, with 6+ in a customer-facing or operations leadership role
- Technology company experience, ideally in a SaaS company during a period of hypergrowth with a deep understanding of working with a product roadmap driven planning cycle
- Demonstrated experience leading and developing high performance global teams
- A highly analytical, process-oriented and not afraid to get into the details
- Customers obsessed mindset
- A proven track record of delivering on KPIs
- Experience working in a matrixed cross functional organization
- BONUS: Experience in HR technology companies
- BONUS: Experience in other customer facing functions such as Account Management, Customer Success or Support
- BONUS:

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