Director of Self-Service at Outreach

| Seattle
Sorry, this job was removed at 11:05 a.m. (PST) on Wednesday, December 22, 2021
Find out who's hiring in Seattle.
See all Operations jobs in Seattle
Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Our success is dependent on building teams that include people from different backgrounds and experiences who can challenge each other’s assumptions with fresh perspectives. To that end, we look for a diverse pool of applicants including those from historically marginalized groups — women, people with disabilities, people of color, people who are lesbian, gay, bisexual, transgender, and/or gender nonconforming, first and second generation immigrants, veterans, and people from different socioeconomic backgrounds.

As the Director of Self-Service you will own the development and management of the Outreach digital Support experience for our Customers across a portfolio of offerings, including Support and Success websites, AI tools, and internal content management systems. 
You will drive the strategy and implementation of self-service experiences that reduce friction throughout the customer journey and drive adoption. You will also partner with our post-sales stakeholders to ensure that we’re delivering impactful technical and troubleshooting content to the frontline teams in Customer Support and Success.

Your Daily Adventures Will Include:

  • Work with cross-functional stakeholders to define strategy across our portfolio of one-to-many programs with direct ownership of the Support website, Search, internal/external Support content, and AI Tools
  • Work Closely with Product and UX leaders to help design and develop the self-serve experience in-product
  • Extract data points from customer interactions with support from various digital sources to present feature sets, and tools which will help reduce effort for Customers
  • Develop the world’s best digital support experience for Outreach Customers by delivering self-service functionality and orchestration across touchpoints
  • Define goals and success metrics for the overall self-service experience and manage related reporting and development processes
  • Manage a team of direct and indirect reports in the delivery of content and routing across Support teams and support.outreach.io 
  • Implement of new self-service offerings such as Federated Search and Artificial Intelligence tools
  • Partner with internal operations leaders to enable integrated workflows across systems that reduce Support ticket volume, overall resolution time, and optimize mix across email, chat, web cases, and phone channels
  • Partner with Readiness and Engineering resources to deliver proactive messaging to notify Customers of potential issues, new releases, and best practices
  • Facilitate Outreach’s Post-Sale Content Committee, a cross-functional steering committee to drive alignment on use cases, messaging, and requirements
  • Partner with Marketing to ensure branding and messaging for self-service offerings are aligned across experiences
  • Manage review and approval process for internal and Customer-facing assets on support.outreach.io including development of a KCS process within Support
  • Own budget and vendor management for AI and Self-Service Web tools
  • Drive an overall reduction in basic Support contacts and improve delivery and resolution time for complex issues

Basic Qualifications:

  • 8+ years experience in program/project/product management, ideally in a self-service or digital support role
  • 6+ years of management experience
  • 4+ Experience with content management for Customer Support/Success, ideally in a KCS environmentUI/UX for customer-facing properties and understanding of Customer Experience design principles
  • Ability to break down ambiguous problems into concrete, manageable components and execute optimal solutions 
  • Ability to lead through influence and build trust across stakeholders from technical resources to VPs
  • Ability to create measurable customer experiences and their impact on the business 
  • Proven self-starter with the ability to drive cross-functional strategy and complex programs with minimal assistance
  • You embody our core values. We are hungry craftspeople, we have grit, we are honest, we take ownership, we have each other’s back no matter what, we’re one with our customers, and we find strength in diversity and inclusion

Preferred Qualifications:

  • Experience with the technologies we use, including Zendesk, Tableau, Jira/Confluence, Excel, Pendo, Asana, Forethought, Yext, and Salesforce
  • Experience managing Digital Support properties including Communities/Forums, Social Media, and Artificial Intelligence
  • Experience with Content Management Systems and KCS methodologies
  • Experience in website management and usage of web monitoring tools such as Google Analytics, Optimizely, and Siteimprove
  • Background in Customer Support or Customer Success roles

Why You’ll Love It Here

• Generous medical, dental, and vision coverage for full-time employees and their dependents
• Flexible time off
• 401k to help you save for the future
• Company-organized and personal paid volunteer days to support the community that supports us
• Fun company and team outings (or virtual events these days!) because we play just as hard as we work
• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network), AAPI, Rainbow (LGBTQIA+), Gender+, LatinX, Black Excellence, Disability Community, and Veterans
• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents
• Employee referral bonuses to encourage the addition of great new people to the team
• Plus, unlimited snacks and beverages in our kitchen (once we're back in the office, that is!)
• We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status

Read Full Job Description
Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • Elixir Languages
    • ReactLibraries
    • ReduxLibraries
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • MySQLDatabases
    • RedisDatabases

Location

Our Lower Queen Anne office is located along the beautiful Elliott Bay waterfront north of Belltown, near Myrtle Edwards Park.

What are Outreach Perks + Benefits

Outreach Benefits Overview

At Outreach, we believe in taking care of our employees as whole people, and our benefits and perks reflect that value. We offer benefits and perks such as flexible time off, a 401k to help save for the future, employee resource groups, and Diversity, Equity, and Inclusion trainings. Our wellness benefits include a generous medical, dental, and vision package for full-time employees and their dependents, access to our EAP (Employee Assistance Program), mental health supports, and FSA and DCFSA options. For new parents, we offer a parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course.

Culture
Volunteer in local community
Outreach organizes quarterly events for employees to volunteer together in the community. We also offer paid time off for volunteer days.
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Highly diverse management team
Outreach's leadership team is highly diverse, reflects our commitment to diversity and inclusion, and is focused on continuous improvement of our DEI initiatives.
Unconscious bias training
We offer DEI trainings to help facilitate understanding of issues surrounding equity and inclusion, including unconscious bias.
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Employee Resource Groups such as Outreach Womxn's Network (OWN) and others that exist to support employees from underrepresented populations are supported from the top down at Outreach.
Hiring Practices that Promote Diversity
Outreach provides training to encourage diverse hiring and the Recruiting Team is constantly searching for innovative ways to reach a diverse population of candidates.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
All employees receive a basic life insurance plan at the $100,000 level. Employees can elect voluntary life insurance if they would like additional coverage beyond the $100,000 level.
Wellness Programs
Outreach's EAP (Employee Assistance Program) offers free, confidential counseling, 24-hour crisis telephone counseling, addiction support, etc.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Outreach provides flexible start and end times, as well as flexible Friday schedules.
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Outreach offers unlimited PTO.
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Outreach offers unlimited PTO.
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
More Jobs at Outreach83 open jobs
All Jobs
Finance
Data + Analytics
Design + UX
Dev + Engineer
Internships
Legal
Marketing
Operations
Product
Project Mgmt
Sales
Data + Analytics
new
Seattle
Data + Analytics
new
Seattle
Data + Analytics
new
Seattle
Data + Analytics
new
Seattle
Data + Analytics
new
Seattle
Developer
new
Seattle
Sales
new
Seattle
Data + Analytics
new
Seattle
Developer
new
Seattle
Developer
new
Seattle
Operations
new
Seattle
Operations
new
Seattle
Marketing
new
Seattle
Operations
new
Seattle
Finance
new
Seattle
Project Mgmt
new
Seattle
Operations
new
Seattle
Marketing
new
Seattle
Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Outreach's full profileSee more Outreach jobs