Head of Customer Care

Be a part of a revolutionary change At PMI, we’ve chosen to do something incredible. We’re totally transforming our business and building our future on one clear purpose – to deliver a smoke-free future. With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions. Our success depends on people who are committed to our purpose and have an appetite for progress. We are excited that our US headquarters in NYC has moved to Stamford, Connecticut as of November 2022. Our beautiful new location is just steps away from the Stamford Metro-North Train Station and easily accessible from NYC. The Head of Customer Service - US will be accountable for the day-to-day operational management and performance delivery of Customer Service across all US service touchpoints, including Contact Centre, Digital assisted and self-service. They will need to harmonize the Central Customer Service and Support strategy to local needs, ensuring that the US Customer Service proposition can maintain high levels of consumer experience whilst scaling alongside business growth and increasing business complexity. The successful applicant will have a proven and extensive experience of managing end-to-end Customer Service in the US, demonstrating an expert knowledge of the specific considerations in the region (e.g., Inter State laws, regulatory frameworks, US consumer expectations etc.). They will partner with the Global team to design, implement, measure, and control the customer service offering at each phase of business development, ultimately ensuring that Customer Service plays a key role in brand growth by driving consumer acquisition, advocacy, and retention at every stage of business/market maturity. They will be an adept communicator, able to inspire and influence at all levels of the business across a network of internal and external stakeholders/vendors, to drive performance and deliver results. They will be required to assess the role Customer Service needs to play in support of cross functional commercial and consumer led activity, ensuring that business objectives are met. They will be responsible for providing/approving operational forecasts to our BPO partners to ensure performance is maintained throughout support of commercial and/or seasonal activity. They will ensure that Customer Service plays its role across the acquisition, conversion, support, and retention consumer phases balancing operational cost with high levels of consumer experience, delivering initiatives to cost, time and quality. The Head of Customer Service – US will manage our global partner(s), in the specified geography, to the agreed operational contractual metrics and SLAs across all service channels including phone, email, messaging, social and live chat. They will be responsible for establishing and implementing agreed PMI best practice operational processes across all touchpoints to ensure a consistent approach. This will include (but not exclusively) quality, performance management, escalation procedures and continuous operational improvements to drive overall delivery. They will be the operational interface for the market and responsible for establishing and maintaining a governance and meeting structure to review performance and delivery with key stakeholders and partner(s). They will drive a culture of continuous improvement across the associated footprint, ensuring that our operations deliver high quality, effective and cost-efficient service to our consumers. They will be responsible for the definition and implementation of the US customer service strategy and associated roadmap, working in collaboration with the Global Head of Customer Service & Support, and the wider team. Through effective management, they will provide clear and actionable insight to identify key opportunities for performance and operational optimization, and work with both vendors and internal stakeholders to put plans into place to drive improvement. They will be an action oriented, self-starter. Able to quickly identify the steps needed to deliver ‘quick wins’ and embed best practice whilst in parallel, developing the longer term, strategic roadmap required to fully deliver on the opportunity. Your ‘day to day’: • Design and implement the local service touchpoint strategy, optimizing these touchpoints across the axes of cost optimization and quality. • Work with the Customer Service Program Delivery team to design, implement and optimize all aspects of the Customer Service proposition as necessary. • Manage end to end the implementation project for the deployment & setup of the operation, including hyper case phase. This may include a two staged approach between a pilot and a scale phase. • Manage global partners' delivery to contractual operational KPIs and SLAs for the market. • Act as point of escalation for the market for any deviation from key operational deliverables. • Creation of governance platforms with daily, weekly, monthly / quarterly business reviews with relevant stakeholders from both global partners and PMI. • Hold global partners to account on all agreed operational action and improvement plans. • Implement performance and continuous improvement plans to enhance operational optimization. • Ensure that processes implemented are consistent (excepting legal and cultural requirements) across the affiliate and are consistent with agreed PMI best practice • Promote and provide a data led approach generating actionable business insight to PMI to identify quality and cost optimization opportunities. • Accountable for escalation management and responsible for ensuring that all required processes and procedures are in place and compliant, including all data security measures such as PCI and GDPR regulations • Support Head of Performance Management in Implementing capacity planning and forecasting process in operation • Responsible in making sure that knowledge management processes are embedded in the operation • Working with the Head of Service Product to ensure that service platforms and applications are supporting the operational team as 'enablers' in delivering best practice • Monitor and highlight operational opportunities for service innovation (e.g., new channels/Automation) • Input, align and execute on Customer Service activity and initiatives as part of the Group Customer Service leadership team • Present key findings and insight to internal teams and 3rd party vendors as needed • Drive cross functional and regional engagement through data led discussions and capturing requirements to gather new insights Who we’re looking for: • 5-10 years of experience in direct management of Customer Service delivery in the US, including Contact Centre and Digital Services (inhouse or outsourced, including vendor management with specific focus on both inbound and outbound multi-channel delivery) • Experience in managing both onshore and offshore operational delivery • Capability in managing contracting and commercial frameworks • Experience in the design and management of tender processes to select contact center partners • Subject matter expert in local affiliate legislation requirements, both at national and state level. • Self-starter with the ability to operate and work autonomously • Track record in building high performing operations • Proven direct/indirect line management experience • Strong ability to build effective relationships across functions at all levels, internally and externally. • Ability to work in a fast-paced environment with strong problem solving, learning and decision-making skills, with a track record of successful results delivery • Excellent verbal and written communication skills and influencing skills • Excellent MS Office capability • Excellent budget setting & management experience • A collaborative and agile approach, with experience of working in a fast-paced environment • Ability to prioritize a large workload and delegate efficiently • Ability to manage multiple projects at any one time and deliver results to deadlines • Legally authorized to work in the US. Annual Base Salary Range: $160,000-$220,000 What we offer • We offer a competitive base salary, annual bonus (applicable based on level of position), great medical, dental and vision coverage, 401k with a generous company match, incredible wellness benefits, commuter benefits, pet insurance, generous PTO, and much more! • We have implemented Smart Work, a hybrid model of working that promotes flexibility in the workplace. • Seize the freedom to define your future and ours. We’ll empower you to take risks, experiment and explore. • Be part of an inclusive, diverse culture where everyone’s contribution is respected; Collaborate with some of the world’s best people and feel like you belong. • Pursue your ambitions and develop your skills with a global business – our staggering size and scale provides endless opportunities to progress. • Take pride in delivering our promise to society: To improve the lives of a billion smokers. PMI is an Equal Opportunity Employer PMI Global Services Inc. and PM Global Brands Inc. are a subsidiary of Philip Morris International Inc. Philip Morris International (PMI) is leading a transformation in the tobacco industry to create a smoke-free future and ultimately replace cigarettes with smoke-free products to the benefit of adults who would otherwise continue to smoke, society, the company, its shareholders and its other stakeholders. PMI is a leading international tobacco company engaged in the manufacture and sale of cigarettes, as well as smoke-free products, associated electronic devices and accessories, and other nicotine-containing products in markets outside the U.S. In addition, PMI ships versions of its IQOS Platform 1 device and consumables to Altria Group, Inc. for sale under license in the U.S., where these products have received marketing authorizations from the U.S. Food and Drug Administration (FDA) under the premarket tobacco product application (PMTA) pathway; the FDA has also authorized the marketing of a version of IQOS and its consumables as a Modified Risk Tobacco Product (MRTP), finding that an exposure modification order for these products is appropriate to promote the public health. PMI is building a future on a new category of smoke-free products that, while not risk-free, are a much better choice than continuing to smoke. Through multidisciplinary capabilities in product development, state-of-the-art facilities and scientific substantiation, PMI aims to ensure that its smoke-free products meet adult consumer preferences and rigorous regulatory requirements. PMI's smoke-free product portfolio includes heat-not-burn and nicotine-containing vapor products. As of September 30, 2022, PMI's smoke-free products are available for sale in 70 markets in key cities or nationwide, and PMI estimates that approximately 13.5 million adults around the world, excluding Russia and Ukraine have already switched to IQOS and stopped smoking. For more information, please visit www.pmi.com and www.pmiscience.com. Philip Morris International is committed to a safe workplace. We have implemented COVID-19 safety protocols that meet or exceed local public health guidelines. Workplace safety remains our number one priority. As a result, PMI recommends all US- and Canada-based employees to be vaccinated in order to access any of our facilities; this is subject to change solely at the Company’s discretion.