Director of Digital Care (CLT OR REMOTE NATIONWIDE)

08 Jun 2024

Vacancy expired!

Compass Corporate A family of companies and experiences

As the leading foodservice and support services company, Compass Group USA is known for our great people, great service and our great results. If you've been hungry and away from home, chances are you've tasted Compass Group's delicious food and experienced our outstanding service. Our 225,000 associates work in award-winning restaurants, corporate cafes, hospitals, schools, arenas, museums, and more in all 50 states. Our reach is constantly expanding to shape the industry and create new opportunities for innovation. Join the Compass family today!

great people. great services. great results.

Each and every individual plays a key role in the growth and legacy of our company. We know the next big idea can come from anyone. We encourage developing and attracting expertise that differentiates us as a company as we continue to raise the bar.

Positions at this location may require a COVID-19 vaccination and/or regular COVID testing. Where permitted by law, applicants who are offered a position for this location may be asked about their vaccination status, which must meet minimum business requirements. All religious, medical, or other legally recognized exemptions regarding vaccination status will be considered.

Who we are

Compass Digital Labs (CDL) is the leading digital and innovation company within Compass Group North America, creating cutting-edge digital experiences for our many clients. We are a diverse team of inventive problem solvers focused on creating new solutions rooted in the user's actual needs. We design products and services to create experiences that improve the lives of our clients and users.

Solving complex problems is not work, it's fun and we are all here to dream up the most engaging solutions in the world, with the smartest people we know.

Compass Group is the leading foodservice management and support services company with $17 billion in revenue in 2017. In 2018, Compass Group was named one of the Best Employers for Diversity, and in 2016 Fortune Magazine listed it as one of their 50 Companies Changing the World for their measurable social impact and innovation within Foodservice.

Job Summary

The Director, Digital Care, at Compass Digital Labs, is the leader of our Digital support team responsible for the supporting our products and services in our Compass Group Dining locations from Cafs in Corporate locations to retail outlets on a college campuses. Technology is a key component of our dining services and the Digital Care team is at the center of providing an exceptional client and internal operations customer experience in an incredibly fast-paced, exciting, and constantly changing environment.

The Digital Care team supports many of the retail solutions (POS, Kiosk, Mobile) but also partners with a growing list of digital technology suppliers powering modern retail experiences. The Director, Digital Care will lead a team of specialists responsible for managing internal customer requests and solving business impacting issues. As the "last contact" the Care team plays a key role in the greater digital adoption strategy and success of the digital program. You and your team will partner closely with other CDL teams to ensure continued success.

This critical role involves handling customer escalations, career development of team members, identifying key training needs for our broader business, and setting the vision for continuous improvement in long term customer relations and support. The successful candidate will be expected to be highly self-motivated, proactive, results-oriented leaders and able to define and provide a high level of customer satisfaction through the delivery of world-class digital support services via various channels.

Responsibilities

  • Be the one others gravitate to for the voice of the "customer" whether that is Internal or External
  • Lead, cultivate, and maintain an exceptional Digital Support Team supporting both Internal and External customers.
  • Hire, train, and build a positive team atmosphere that drives talent development and growth.
  • Create and drive continual process improvement, automation, and efficiencies so the Support team can focus on providing great support to our Internal and External customers.
  • Assess current systems, practices, quality, and service and introduce improvements to ensure Support stays in line with rapidly growing needs.
  • Direct and mentor Managers and associates development planning and career growth.
  • Confirm adherence to audit and governance controls related to systems access, retail technical configurations and payment processing systems - aka make sure the rules are followed.
  • Advocate for shared success through your strong relationships across CDL and our tech partners to maintain the continual process improvements needed, growth, and success
  • Coach and develop your teams to successfully predict challenges and navigate internal/external barriers to resolve issues quickly and with exceptional customer outcomes.
  • Create and provide regular reporting metrics of Support trends and data to provide insights to the Support and greater business challenges; escalating key trends with external partners, or internal teams for resolution.
  • Understand internal customer needs and challenges and communicate effectively with all stakeholders to resolve cases and improve outcomes, including reduction of future cases.
  • Partner with CDL Product, Digital Learning, PMO, or Tech Partners to create or maintain key workflows, processes, and best practices for new products, updates, and client success.
  • Monitor escalation cases, getting involved when necessary, and aid critical situations with a sense of urgency to appropriate teams
  • Establish a culture of ownership, excellence, learning, and trust throughout the organization

Qualifications

  • Passionate about transformation and customer success
  • Ability to move fast driving business value and results
  • Process and problem-solving mindset
  • Experience in building and growing a multi-technology support team
  • Previous experience scaling a group or team (both in staffing and process) is a necessity
  • At least 10 years of professional experience required
  • 8 + years of experience providing technical support to end user/client required with expertise in digital support processes and/or incident management
  • Strong technical background and understanding of retail operations preferred
  • Superior resource planning and time management skills
  • Excellent organizational and communication (written, verbal, and listening) skills

Apply to Compass Group today!

Click here to Learn More about the Compass Story

Compass Group is an equal opportunity employer. At Compass, we are committed to treating all Applicants and Associates fairly based on their abilities, achievements, and experience without regard to race, national origin, sex, age, disability, veteran status, sexual orientation, gender identity, or any other classification protected by law.

Qualified candidates must be able to perform the essential functions of this position satisfactorily with or without a reasonable accommodation. Disclaimer: this job post is not necessarily an exhaustive list of all essential responsibilities, skills, tasks, or requirements associated with this position. While this is intended to be an accurate reflection of the position posted, the Company reserves the right to modify or change the essential functions of the job based on business necessity. Los Angeles applicants: Compass Group will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring (Ban the Box ordinance)

Associates at Corporate are offered many fantastic benefits.
  • Medical
  • Dental
  • Vision
  • Life Insurance/ AD
  • Disability Insurance
  • Retirement Plan
  • Paid Time Off
  • Holiday Time Off (varies by site/state)
  • Associate Shopping Program
  • Health and Wellness Programs
  • Discount Marketplace
  • Identity Theft Protection
  • Pet Insurance
  • Commuter Benefits
  • Employee Assistance Program
  • Flexible Spending Accounts (FSAs)
Req ID: 1018818

Compass Corporate

Joel Riet

[[reqclassification]]

  • ID: #42602774
  • State: North Carolina Charlotte 28201 Charlotte USA
  • City: Charlotte
  • Salary: USD TBD TBD
  • Job type: Permanent
  • Showed: 2022-06-08
  • Deadline: 2022-08-06
  • Category: Et cetera