Director, Junior Pod Leader in at Scoutlogic Background Screening

As the Director, Junior Pod Leader, you are responsible for effective, proactive program support for your assigned Book of Business, which includes our Tier 3 customer base . You will manage your assigned customer book to ensure ultimate customer success and retention through responsiveness, delivery of client requests, proactive delivery and solutioning critical needs. You will drive with influence, professionalism, and collaboration across internal and external teams to ensure customer satisfaction.

This position is critical in the overall success of ScoutLogic and your main duties will include but not limited to:

• Lead as an extension of Operations to influence assignments, coach/mentor, train and support to ensure delivery of customer requirements.
• Collaborate and Support Operational Leadership to provide 360 feedback on Scout performance, customer feedback, and Customer KPI metrics.
• Build relationships as Primary POC with Key Stakeholders at assigned clients to understand Program’s core issues, provide proactive support, remediate issues and ensure we are exceeding expectations as their background screening vendor.
• Serve as a Point of Escalation for Scout Teams for Tier 3 customers to help solve issues, manage messaging, and ensure customer satisfaction.
• Support newly implemented customers through customer transition from implementation to customer by establishing a relationship early, support hypercare, and knowledge share to be effective as Pod Leader after Go live.
• Collaborate and work effectively with Commercial Teams to support, solution, and communicate effective strategies and support to ensure customer satisfaction.
• Serve as the primary Point of Contact for Program Users and Key Stakeholders as a driver and knowledgeable resource to ensure credibility and support to ensure a successful program.
• Drive collaboration with Commercial Leads and Key internal Stakeholders to ensure program activities are completed within SLA. Work escalations as needed to force positive outcomes for your customer base.
• Manage the Root Cause Analysis (RCA) process for operational service gaps to include investigation, customer messaging, and remediation plans.
• Conduct and/or Support Business Reviews with customers to provide key metrics compliance enhancements, product rollouts, etc. Drive Strategic direction with customers.
• Support Hypercare model to ensure white glove delivery on all new programs, proactive approach to issues, and establish vendor credibility to ensure program retention.
• Support top business initiatives around process improvements, effective delivery, and support of our customer base. Special projects as assigned.

To be effective in this role, you will need to:

• Collaborate effectively with internal customers and stakeholders to ensure a cohesive working environment.
• Have a customer focused, service mindset approach to address customer needs successfully and timely.
• Responsive approach to external customer needs, focused on same day turnaround when able. Communicate frequently, accurately and transparently.
• Lead by example approach as a leader in the organization with authority, decision, and professionalism.

• Achieve Customer Retention target for assigned Customer Book above 99%
• Customer NPS score as outlined by Company, to ensure we meet targets and customer satisfaction
• Delivery process improvement initiatives as assigned to help with better delivery and support of Assigned Customer Base.