Director of Customer Care

Summary

Join FuboTV as their Director of Customer Care and lead their customer support team to deliver exceptional customer experiences. You will develop and implement strategies to enhance customer satisfaction, streamline service operations, and improve overall efficiency. This role requires cross-functional collaboration, KPI monitoring, and fostering a customer-centric culture. The ideal candidate possesses 7+ years of experience leading customer care operations teams and a proven track record of success. International travel is required (approximately 25%). Fubo offers a competitive compensation package, robust benefits, and a dynamic work environment.

Requirements

• 7+ years of contact center people management experience, leading mid-to-large size groups with a proven track record of success
• Strong knowledge of contact-center operational procedures and metrics
• Strong leadership and team management skills with the ability to motivate and inspire employees
• You thrive under pressure and have experience handling critical issues calmly and respectfully
• You’re available to work irregular hours including holidays, nights, and weekends
• A Bachelor’s Degree from an accredited university

Responsibilities

• Oversee day-to-day operations including but not limited to the operation teams, quality assurance, scheduling/staffing for remote Fubo teams
• Own oversight to Fubo outsourced vendor partners
• Own key KPIs for all BPOs
• Overall implementation of strategy for customer service, including evaluation of success measures and operational efficiency
• Manage departmental budgets and ensure cost-effective service operations
• Key influencer or decision maker for front-line policies and procedures regarding KPIs, motivation, rewards, discipline, conflict resolution, interviews, attendance, and training
• Oversee the identification, development, analysis, and improvement of team performance and/or business objectives
• International travel required (~25%)
• Leverage data to make factual decisions on behalf of the customer experience field team to influence process improvement opportunities
• Recommend plans for training, quality assessment, staffing, shift assignments, and all other agent-impacting projects supported by global functional teams
• Validation and approval of vendor invoices
• Conducting performance reviews for direct reports

Benefits

• Robust benefit package including Health/Dental/Vision coverage sponsored up to 100% for employees, 401k, Life Insurance, and commuter benefits
• Free Premium Fubo Account
• Unlimited PTO days and regular company-wide activities
• Fubo provides a highly competitive compensation based on experience and market standards
• Fubo’s minimum base salary for this role if hired in New York City is $130,000 per year; maximum base salary for this role is $170,000 per year
• Additionally, this role is eligible to participate in Fubo's equity plan, annual cash bonus plans, unlimited PTO, and a full range of medical benefits