About the Role:

As the VP of Consumer Operations, you will be reporting directly to the CEO. We are seeking a passionate and seasoned leader that is customer experience focused, data driven and thrives off of driving process improvements. In this position, you will be responsible for ensuring our customers derive maximum value, increase adoption and understand their needs to ensure our personalized service meets their needs. You will be responsible for the design, execution and continuous improvement of a holistic customer contact program.

In this role you will:

• Lead our Customer Service and Concierge teams, creating and executing a cohesive program strategy with tangible goals and performance, utilization, and quality metrics
• Drive delivery and success of contact center services across RealSelf to grow usage, satisfaction, and likelihood to recommend RealSelf
• Create and manage best practices and methodologies for successful contact center engagements throughout the customer lifecycle
• Collaborate with product, sales, and marketing to align strategy and execution so that the customer experience is consistent and optimal across all customer-facing activities
• Analyze existing data to help identify roadblocks, develop a vision and KPIs/metrics/ROI relative to call center customer success investments made in our organization.
• Lead the team in annual and quarterly planning, keeping track of budget, and reporting on Customer Success initiatives’ performance, with a focus on ROI and revenue growth
• Recruit, motivate, and lead consumer-facing teams

You may be the right fit if you have:

• 14+ years of management experience in consumer-facing operations, CRM or related disciplines for a global B2B tech, SaaS or enterprise software business
• Demonstrated experience in developing the operations strategy that enhances the overall company strategy and business performance
• Strong analytical skills with an aptitude for translating quantitative and qualitative data into actionable plans
• Demonstrated ability to design and implement processes
• Experience driving both low-touch and high-touch customer engagement activities to success, including management of customer issues and escalations
• Experience managing budget and leading and scaling teams to need
• Work experience in a rapidly growing or rapidly changing environment
• Experience and capability to build new and immediate relationships of trust with our customers, your team and Company management
• Proven leadership skills

Travel: Travel is not anticipated for this role.

Work Environment:

The RealSelf office sits in a historic Pioneer Square building. Employees also have the option to bring their dogs to work!

About RealSelf:
RealSelf.com is the leading consumer destination in the $32B US medical aesthetics market. We make it easy to get the information and deep support needed to make confident purchase decisions. Since 2006 our authentic stories, unbiased ratings, and expert answers from board-certified doctors have helped millions of people explore treatments and decisions that range from laser skin resurfacing to highly considered cosmetic surgery. With the backing of world-class investors we’re growing RealSelf into a global business with a broad range of services. Come join our super talented and passionate team!

Check out our realselflife Instagram account to keep up on company updates and learn more about life at RealSelf.

RealSelf is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.