Vice President of Customer Service at Ketone Iq – Saint Paul, Minnesota

The Vice President of Customer Service is a strategic leadership role responsible for overseeing the company's customer service operations, ensuring the delivery of exceptional service experiences, and driving customer satisfaction and loyalty. This executive will develop and implement customer service strategies, lead a team of managers and frontline staff, and collaborate across departments to align service initiatives with overall business objectives.

Key Responsibilities:

Develop and execute a comprehensive customer service strategy to enhance customer satisfaction, retention, and loyalty.
Lead, motivate, and manage the customer service team, including hiring, training, performance management, and professional development.
Establish and monitor key performance indicators (KPIs) to evaluate service quality and identify areas for improvement.
Collaborate with sales, marketing, product development, and other departments to ensure a seamless customer experience.
Handle escalated customer issues and complaints, ensuring timely and effective resolution.
Analyze customer feedback and service metrics to identify trends and implement corrective actions.
Stay informed of industry best practices and incorporate innovative service solutions.
Manage budgets and resources effectively to meet departmental goals.
Foster a customer-centric culture across the organization.
Qualifications:

Bachelor's degree in Business Administration, Management, or a related field; MBA preferred.
Proven experience in customer service leadership, preferably at the executive level.
Strong leadership and team management skills.
Excellent communication, interpersonal, and problem-solving abilities.
Ability to analyze data and derive actionable insights.
Customer-focused mindset with a passion for improving service experiences.
Knowledge of CRM software and customer service tools.
Preferred Skills:

Experience in a similar industry or with large-scale customer service operations.
Strategic thinking and ability to drive change.
Ability to collaborate effectively with cross-functional teams.