ROLE OVERVIEW
The Director, Member Services, will lead the Member Services function and customer experience globally. This role will focus on improving existing skills, capabilities and outcomes at the associate level in order to grow revenue and deliver world-class customer support to our members. Member Services is a critical function within Global Rescue and is frontline to the customer. This team supports our internal operations and sales functions, in addition to our members.
We are looking for a strong leader, comfortable managing a global-matrixed workforce across multiple locations and time zones. The ideal candidate is a strategic thinker and builder, adept at process improvement. This leader is comfortable using customer insights and operational data to improve service quality, reduce friction, strengthen loyalty, and align teams across regions, functions, and time zones. This role requires the ability to quickly learn and understand the current landscape, identify areas for improvement, prioritize those improvements, gain alignment cross functionally, and execute and implement change.
RESPONSIBILITIES:
• Lead contact centers to deliver exceptional customer service and revenue outcomes
• Ensure efficient, high-quality support for operations, sales and member services teams
• Hire, develop, supervise, and lead large teams of member services associates and their supervisors
• Lead, coach and mentor first-line management to drive professional growth and development throughout the organization
• Have comfort and familiarity with AI-based assistants, with a track record of utilization and implementation
• Define and manage metrics, controls and reporting to drive productivity, accountability and outstanding results across multi-national office locations
• Create an environment of continuous improvement and goal achievement
• Perform all necessary functions to effectively manage and lead throughout the employee life cycle – hiring, motivating, coaching, and performance management
• Advocate for Global Rescue’s values and protocols across the organization
QUALIFICATIONS:
• 10+ years of progressive experience in customer experience, customer operations, service delivery, contact-center leadership, hospitality, travel assistance, health care, insurance, security, or another high-touch service environment
• 5+ years leading cross-functional programs and teams in a global, multi-region organization
• Demonstrated skills leading a high-performance contact center
• Strong change management capabilities
• Experience managing customer journeys involving urgency, complexity, vulnerability, sensitive information, or high emotional stakes is strongly preferred
• Analytical thinker with strong data analysis capability
• Demonstrated ability to turn data into insights that drive informed business decisions
• Technology enabled customer service experience required, leveraging sophisticated CRM and telephony systems (Microsoft Dynamics a plus)
• Demonstrated success defining and using actionable metrics to drive productivity, customer service and product & process prioritization
• Exceptional verbal and written communication skills and financial/analytical skills
• Ability to coordinate the efforts of multiple direct and indirect reports with the leadership skills necessary to obtain buy-in from multiple groups
• Ability to prioritize, thrive and stand out in a fast-paced environment
• Willingness and ability to work across time zones and travel internationally as business needs require
• Bachelor’s degree required; advanced degree in business, customer experience, operations, hospitality, health care, or a related field preferred
LOCATION: Dorado, Puerto Rico , office-based
COMPENSATION: salary based on experience + incentive compensation + benefits
COMPANY
Global Rescue is the world’s leading membership organization providing integrated travel risk management services, including medical, security, intelligence and crisis response services to consumers, enterprises and governments. Founded in 2004 Global Rescue’s unique operational model provides best-in-class services that identify, monitor, and respond to threats and emergencies. For more information, please see www.globalrescue.com.
CULTURE
Global Rescue isn’t your average place to work and that’s why we’re comfortable saying we’re not for everyone. Our team of passionate, mission driven professionals are pioneers in the travel risk and crisis management industry. Our mission is simple – protecting and saving lives. We are a high-performance organization operating on a global scale. Our team is made up of driven, passionate, adventurous, team players who have a “get it done mentality.” The overall ethos is “no job too big or too small;” this is a place where one needs to be prepared to roll up your sleeves and get things done no matter your title. The culture of the office is fast-paced, collaborative and mission-focused on making a difference.
