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Director, Customer Support-IT

Company: Papa Murphy's
Location: Vancouver
Posted on: January 8, 2022

Job Description:

Our Story: Papa Murphy's is different on purpose. Not only because we make our pizzas completely from scratch with fresh ingredients at over 1,300 locations nationwide, but because we do it with swagger. We know our product is better than our competitors. The fact that our pizza is take 'n' bake adds to the quality of our pies and to the convenience for our guests. At Papa Murphy's, we don't think it's cheesy to love where you work. Bringing happiness to guests one fresh pizza at a time is a great start, but the Director of Support Service Information Technology role has many other rewarding benefits as well. Position Overview: In this engaging leadership role, the Director of Support Services Information Technology champions Papa Murphy's commitment to quality, service, integrity, and teamwork by:-Determine Support Team needs based on key metrics and performance indicators. Ensures the team is rapidly resolving issues and inquiries, exceeding customer expectations -Drives performance to improve customer satisfaction through effective ticket forecasting, staff planning and workforce optimization-Supports employee development and retention utilizing industry and company best practices for onboarding, training, and ongoing performance management. Sets clear expectations, providing ongoing coaching and enforcing policies and procedures.-Maintains and improves contact center operations by monitoring system performance, identifying and resolving problems, preparing and completing appropriate action plans and problem analyses-Lead critical site issues and escalate to the proper channels to ensure a speedy resolution-Must be an organized, reliable, and results-driven professional who has a practical mind to solve problems on the spot partnered with an ability to see the "big picture" and make improvements-Utilize technology to a maximum level and ensure that staff are well organized and productive-Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies-Effectively communicate up, down and sideways with other leaders at the company to support department and company initiatives -Minimal travel-Ability to support 10-20 teammates both remote and on-premise.What you bring to the table: (Position-specific knowledge, skills, abilities, and more)-Excellent ability to analyze and review team performance -A passion for mentoring and inspiring teams-Ability to work cross functionally supporting both internal and external teams-Previous experience in a fast paced, rapid growth, customer centric environment -Proven track record of high team performance and customer experience improvements-Ability to interface effectively with all levels of the organization required.-Ability to convey technical issues and material to non-technical people.-Exceptional organizational and planning skills, strong analytical abilities, and process orientation-Ability to think innovativelyFoundations of your career:-Minimum of 10+ years managing teams providing support services at an enterprise level-A Degree in Information Technology or Business Management is preferred-Experience in management of Restaurant or Retail is a plus.-7+ years in a support services management role providing both technical and customer level support. -Has led a department of 10-20 teammates-Demonstrated strong competency of interpersonal skills, team leadership, business acumen, relationship building and conflict management-Demonstrated ability to build strategic and operating plans for a Services department for long-term scale to include experience leading services sales activities (proposal generation, SOW creation, selling Services, change orders, and customer negotiations).-Strong written and verbal communication skills, ability to articulate and sell a vision internally and externally.-Highly collaborative and able to build strong cross-functional partnerships with Operations, Marketing, Field Leaders and Franchise owners.-Strong execution skills and the ability to drive action and accountabilityPlease Note:The intent of this job description is to provide a representation of the types of duties and responsibilities that will be required in this position and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description. Papa Murphy's International, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Keywords: Papa Murphy's, Vancouver , Director, Customer Support-IT, Executive , Vancouver, Washington

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