Details for Position: DCC

Director of Operations, Customer Care

Location: Orlando

Entertainment Benefits Group (EBG) is one of the fastest growing e-commerce companies in the country that specializes in live entertainment and travel. EBG generates millions of transactions annually by merchandising thousands of attractions and activities, live entertainment, hotel rooms, and other products and services through private, membership-based programs and other direct distribution channels.  

EBG powers a robust portfolio of technology solutions and operates a network of membership-based websites reaching a captive audience, providing leading brands with incremental distribution opportunities. EBG owns and operates the largest travel and entertainment benefits program in the country—serving over 40,000 corporate clients and reaching more than 50 million employees through its Corporate Perks Programs.  We are proud to be the largest sales partner for many of the major theme parks, attractions, entertainment producers, and other travel organizations in the country.

EBG is headquartered in Aventura FL (Miami area), with offices in New York, Las Vegas, Orlando, Connecticut, and Los Angeles.

The Director of Operations, Customer Care will be responsible for overseeing the daily operational environment of our Customer Care Department ensuring that consistent and quality service is being delivered to our customers. They will be responsible for setting specific and measurable service goals as well as developing strategies to achieve these goals for the auxiliaries to which they are accountable. They must provide superlative service and have a positive approach in all that they do. The Director of Operations, Customer Care must have the ability to inspire others to perform at their best while achieving goals and exceeding expectations of our customers, both internal and external. They must have a dedicated focus on ensuring established processes are being followed, while strategizing with the management team in efforts to create efficiencies and maximize the performance of all team members.

 

Duties and Responsibilities

  • Works directly with the Vice President of Operations to set specific plans and key metrics that drive positive outcomes for the customer experience.
  • Develops their management teams to ensure performance output is at its’ peak
  • Responsible for customer service across all platforms and all areas of the business including customer escalations, and online company brand reputation management.
  • Develop and direct the management of the Customer Care Team to ensure customer satisfaction, improved call efficiency, low abandonment and improved employee product knowledge.
  • Work across departments to ensure and maintain consistent customer service delivery.
  • Attend and coordinate regularly scheduled partner meetings
  • Conducts regularly scheduled meetings with auxiliaries.
  • Delivers clear and detailed expectations through all levels of the organization
  • Develop and direct divisional goals while enhancing service commitments.
  • Prepares or directs the preparation of reports, management analysis, and information to establish business plans and report on the performance of the contact center.
  • Create a fun and positive work environment with the innate ability to inspire others.

 

Qualifications

  • Senior level professional with 5+ years operational, hospitality or tourism industry experience.
  • Must be a confident, energetic team member who will function as a key player in the organization.
  • Ability to communicate effectively (both written and oral) in a professional manner.
  • Must have strong organizational skills.
  • Superior problem solving, analytic, quantitative and modeling skills.
  • Results driven, comfortable juggling multiple demands from all levels of the business.
  • Bachelor’s degree in Business Management or equivalent.

 

Other Information

The statements contained herein reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements.