Job description

First Book has a mandatory Covid-19 vaccination policy (medical and religious exemptions permitted)

About First Book:
First Book (https://firstbook.org) believes that education offers children the best possible path out of poverty. Since 1992, First Book has distributed more than 200 million books and educational materials to children from low-income families. Reaching 5 million children from birth to age 18 annually, First Book has built the country’s largest and fastest growing network of educators serving kids in need. Today First Book reaches over 550,000 educators nationwide with an additional 750 joining every week. In addition to our work in the United States, First Book also distributed books to children in more than 30 countries last year.

A recognized leader in social enterprise, First Book harnesses the power of the private sector to advance social change. First Book has also been highlighted for its innovation and impact by the Schwab Foundation for Social Entrepreneurship, the World Economic Forum and in case studies at Columbia Business School, Wharton Business School, the Yale School of Management, and the London School of Economics. Finally, Charity Navigator recently awarded First Book its highest rating, including a perfect score for Accountability & Transparency.

About the position: * (First Book has a hybrid work environment, however this is not a 100% remote position)*
First Book is seeking an experienced innovator in customer excellence. At First Book, our commitment is to bring our members the very best in care and service. We believe creating simple, transparent, and engaging experiences for our members will improve our ability to serve them, resulting in higher loyalty and increased ability to drive educational equity. As the Director of Customer Excellence – Member Services, you will lead the team responsible for creating truly effective and differentiating member service experiences that support the business strategies and drive First Book’s growth.

Essential Duties and Responsibilities:

• Team Vision and Oversight – Designing, maintaining, and continuously evaluating the team structure, approach, and processes to ensure optimal member and internal customer experience. Includes the use of service level metrics to drive process improvements and team strategy. Also includes keeping a finger on the pulse of the organization’s goals, priorities and needs to ensure they are reflected in the member services team’s structure, processes, and approach. As part of this effort, the Director will also be responsible for keeping the cross-functional team, senior team and executive team at First Book apprised of member services workflow and member issues/inquiries. This director will be responsible for identifying opportunities for continuous team improvement and maintaining documented standard operating procedures (SOPs) to reflect process changes and updates. This individual will stay up to date on best practices in customer service industry wide and help foster a company-wide culture of member success.
• Team Management – Includes hiring new member services employees, monitoring, and managing workflow and responsibilities, annual performance reviews, employee growth, development and mentorship, and performance management. Ensure team training is up to date. Maintain a positive and collaborative team culture.
• * Relationship Management *– Personally manage member escalations from member services cases and VIP external partner concerns. Manage service recovery requests over a certain threshold. Manage requests from across First Book for Member Services team support, and advocate for cross-functional process improvements that impact the member experience. Represent member services in cross-functional team meetings. Manage relationship with phone vendor to ensure user-friendly call center phone tree.
• Customer Relationship Management (CRM) Systems Management – As Member Services is the primary user of the member-level data stored in First Book’s CRM system, this Director must have a deep understanding of the system, its capacities, reporting, case management and use cases to ensure the optimal level of member support.

Qualifications:

• Data-Driven Strategic Thinker - Ability to distill and synchronize various data sources to develop fact-based and strategically sound recommendations for the business. Ability to understand the business, its growth drivers and priorities, and how to deliver a member experience that will support these priorities while keeping the member experience at the center of your strategies and recommendations.
• Motivational Leader and Influencer – Ability to engage, energize, and align the team (and others across the organization) around strategies and processes to ensure the optimal member experience and organizational success. Ability to foster an environment able to successfully handle numerous complex projects/priorities. The ability to leverage diverse thinking/ideas/viewpoints from across the organization to build optimal solutions and galvanize support behind your recommendations for departmental or member experience improvements.
• Customer Experience Expert – Possesses a deep understanding of customer experience, associated technologies, and the process of defining and delivering against an optimal customer journey. Understands how to deliver an eCommerce experience that will drive business growth.
• * Team Player* – First Book has a strong team culture. A successful candidate will embrace the idea that success as a team comes first (and is most rewarding). Will possess the ability to develop strong, collaborative partnerships between their team and multiple business units based on trust and value added.

Education and/or Experience:

• Bachelor’s degree or above
• At least 5 years of team management
• Proven track record of service excellence with at least 10 years of e-Commerce customer service experience
• Experience with Salesforce (CRM) and Magento (eCommerce platform) a plus

All full-time employees are eligible for the following benefits:

• Hybrid work environment - can work from home and office
• Dental & medical insurance
• Life and Accidental Death and Dismemberment coverage
• Vacation leave
• Sick leave
• Twelve Annual Holidays
• 401K and employer matching pension contribution
• Transportation benefits

TO APPLY:
Candidates are invited to submit a resume, and a cover letter that details your interest in the position to http://firstbook.force.com/careers. If you need assistance applying, please reach out to us at 202-499-5935.

See what First Book has been up to!:
https://www.facebook.com/FirstBook
https://twitter.com/firstbook
https://www.youtube.com/user/firstbook
https://www.instagram.com/firstbookorg/
https://www.linkedin.com/company/first-book/

Job Type: Full-time

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