Director, Support Strategy & Change Delivery

Say hello to possibilities.
It's not everyday that you consider starting a new career. We're RingCentral, and we're happy that someone as talented as you is considering this role. First, a little about us, we're the $2 billion global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction-giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device.
You might be perfect for this role if you want to:
Be part of a global post sales and CX Operations team to lead and develop strategies to transform and optimize the operational functions within the Customer Support organization. You will be able to remove gaps optimize customer outcomes and drive efficiency in employee productivity.
Ring Central's global Service & Support team leads the post sales experience for our customers. As our customer point of contact post sales, we are responsible for ensuring that we provide world class customer service to ensure our customers' issues are quickly resolved so that they can seamlessly adopt and grow usage of our products.
As our organization grows and transforms leveraging technology solutions to digitize and automate customer journeys and internal processes to improve all support experiences for our customers, we are looking for someone who can work across the team and the broader organizations to analyze options and design and execute strategies to transform customer service experiences for our customers and our frontline while optimizing cost to serve.
To succeed in this role you must have experience in:

• Possess a strong understanding of post sales processes, frontline process design/ engineering and global operations, including BPO.
• Have strong and demonstrated stakeholder management skills.
• Work collaboratively up and down the organizational structure from strategy to execution.
• Have strong commercial acumen and the ability to analyze and assess strategic options for recommendation.
• Be able to manage through ambiguity in a fast-paced environment
• Interface with and collaborate across the organization to facilitate the best outcomes for our frontline teams and customers

You would be expected to:

• Lead and contribute to projects and activities to execute Ring Central's Customer Support mission to become best in class customer support experience.
• Build and maintain collaborative stakeholder relationships through effective communication, negotiation, and issues management to support the delivery of key initiatives.
• Create and tailor communication to suit diverse audiences and formats, including meetings, presentations, senior executive briefings, strategy documents, reports, email correspondence and more to support the achievement of strategic directions.
• Use data, research and insights to identify issues, opportunities and trends, to provide expert advice to stakeholders across all levels on best practice approaches and solutions.
• Monitor and measure progress against agreed targets, indicators and outcomes to inform strategic decision making and reporting requirements.
• Support, promote and champion change, and assist team to engage with change to continuously improve our customer's support experience.
• Develop and maintain a customer support strategic projects roadmap and oversee the execution and benefits realization.

Leadership and Team Management:

• Lead a cross-functional team and project specialists, fostering collaboration and a high-performance culture.
• Provide mentorship and support to team members, ensuring alignment with program goals and objectives.
• Encourage innovation and continuous improvement within the team.
• Part of the Senior Leadership team & owner of the Strategic Project Steering Committee.

Strategic Program Design and Direction:

• Develop and execute a strategic vision for key transformational projects, covering people, process & technology initiatives.
• Align transformation projects with the overall business strategy and objectives.
• Provide clear direction for project planning, execution, and delivery supported by our Project Manager.
• Oversee and coordinate the key transformation planning dates, forums and other program-wide activities.

Stakeholder Engagement:

• Build and maintain strong relationships with key stakeholders, ensuring their involvement and support throughout the transformation process.
• Communicate effectively with stakeholders, providing regular updates on project progress and addressing concerns.

Project Planning and Execution:

• Custodian of strategic projects, ensuring adherence to schedules, budgets, and quality standards.
• Mitigate risks and proactively address challenges to keep projects on track.

Change Management:

• Provide strategic direction for the design and implementation of change management strategies to facilitate a smooth transition for employees, customers and stakeholders.
• Foster a positive and adaptive culture that embraces change and encourages collaboration.
• Establish key performance indicators (KPIs) to measure the success and impact of strategic projects.

• Provide regular, comprehensive reports to key identified stakeholders including the Executive Leadership Team & Board on project status, achievements, and areas requiring attention.

Continuous Improvement:

• Identify opportunities for continuous improvement within the transformation program and implement enhancements as needed.
• Stay on top of industry best practices and emerging trends to ensure our strategic direction is forward thinking.

Challenges

• Influencing and negotiating with stakeholders and customers, while balancing the ethos and principles of customer-centricity
• Managing competing priorities and providing consistently high levels of support across a number of project streams to ensure ongoing delivery at pace.
• Responding flexibly and resourcefully to ensure strategic goals are achieved even when priorities shift.

Desired Qualifications:

• Bachelor's degree in a Business Administration, Management Information Systems, Computer Science, and/or equivalent military or work experience.
• Consulting experience with one of the large, global firms or specialized boutique firms or vertical experience in the tech industry, particularly with project experience focused on "customer engagement and experience." Strong preference for "big company" experience
• 8+ years of professional experience in an operational leadership role, emphasizing with a proven track record of results delivery.
• Demonstrated knowledge of Outsourced Call Centers and/or Call Center processes and operational logistics.
• Strong analytical, strategic, and problem-solving abilities with attention to detail.
• Exceptional communication and people skills, with the ability to influence, collaborate and engage stakeholders at all levels.
• Ability to work in a fast-paced, dynamic environment and effectively manage multiple priorities.
• Solutions-oriented, detail oriented individual who understands how to effectively operationalize strategy across multiple geographic locations.
• High intellect, strong business acumen, exceptional analytical capabilities, and critical thinking and problem-solving skills.
• Develop and present information to executives, and all employees within the organization.

• Leader and a motivator, you won't do all the work yourself, but you should possess the ability to bring sometimes competing interests together that best serve our purpose, the clients we serve and ultimately their customers.

Experience in the Following Areas is a Plus but Not Required:

• Background in operations, vendor management, accounting, finance, engineering, statistics or analysis helpful.
• Experience implementing new software / applications useful.
• Proven experience in developing and implementing customer-centric strategies will set you up for success, along with a passion for leading impactful change.
• 5+ years of senior leadership experience in customer strategy development.
• Passion about creating positive experiences for customers and the community through the delivery of comprehensive customer centric programs of work.
• An ability to inspire a customer first organizational culture, bringing our critical stakeholders along on the journey.
• Extensive experience developing and executing significant programs of work that drive impactful change for customers.
• A systems thinking approach that considers the customer and employee experience by delivering broad, cross functional initiatives.
• Proven track record in leading change and transformation programs.
• Strong analytical skills and ability to leverage data-driven insights.
• Innovative mindset with a passion for emerging trends and best practices

What we offer:
Comprehensive medical, dental, vision, disability, life insurance

• Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter benefits
• 401K match and ESPP
• Paid time off and paid sick leave
• Wellness programs including 1:1 coaching and meditation guidance
• Paid parental and pregnancy leave and new parent gift boxes
• Family-forming benefits (IVF, Preservation, Adoption etc.)
• Emergency backup care (Child/Adult/Pets)
• Pet insurance and Pet Telehealth
• Employee Assistance Program (EAP) with counseling sessions available 24/7
• Free legal services that provide legal advice, document creation and estate planning
• Employee bonus referral program
• Student loan refinancing assistance
• Employee perks and discounts program

About RingCentral
RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone™ (MVP™) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral® empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location.
RingCentral is headquartered in Belmont, California, and has offices around the world.
RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to providing reasonable accommodations for individuals with disabilities during our application and interview process. If you require such accommodations, please click on the following link to learn more about how we can assist you.
If you are hired in California or Colorado, the compensation range for this position is between $118,650 and 200,000 for full-time employees, in addition to eligibility for variable pay, equity, and benefits. Benefits may include, but are not limited to, health and wellness, 401k, ESPP, vacation, parental leave, and more! The salary may vary depending on your location, skills, and experience.
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