sofiarecruiter
06-25-2007, 07:34 AM
*The Director will be in charge of Policy, Payment processing and supervise customer support
*Develop service policies and own the maintenance and development of process for continual updating and communication of these policies.
*Make recommendations regarding changes to Terms of Service and Privacy Policy as necessary based on business needs and discussions with counsel.
*Ensure compliance with the Digital Millennium Copyright Act (DMCA)
*Work with Product Development team to increase efficiency and reduce costs of payment processing
*Supervise Customer Support Manager, helping to provide direction, strategy, guidance and mentorship.
*Provide final approval to the Customer Support Manager’s development of CS manual to be used in training and integration of new CS associates.
*Work with CS Manager to cost-effectively scale department to current and future business needs.
*Approval of topic categorization.
* Enforce and evolve community standards by making determinations based on existing Terms of Service.
*Establish process for Member account profiles to contain comprehensive and accurate historical data (including phone calls, e-mails, payment activity, and actions on site).
Skills and Requirements
* 8+ years related experience
*Deep knowledge and understanding of website operations
*Experience managing PCI Compliance program; implementation of PCI certification strongly preferred
*Knowledge of relevant laws and governances
*Strong process orientation
*Customer service experience preferred
*Extreme attention to detail
*Exceptional interpersonal, written and verbal communications skills
* Ability to foster respect with all levels of employees and management
apply at sofia at bondstreetgroup dot com
*Develop service policies and own the maintenance and development of process for continual updating and communication of these policies.
*Make recommendations regarding changes to Terms of Service and Privacy Policy as necessary based on business needs and discussions with counsel.
*Ensure compliance with the Digital Millennium Copyright Act (DMCA)
*Work with Product Development team to increase efficiency and reduce costs of payment processing
*Supervise Customer Support Manager, helping to provide direction, strategy, guidance and mentorship.
*Provide final approval to the Customer Support Manager’s development of CS manual to be used in training and integration of new CS associates.
*Work with CS Manager to cost-effectively scale department to current and future business needs.
*Approval of topic categorization.
* Enforce and evolve community standards by making determinations based on existing Terms of Service.
*Establish process for Member account profiles to contain comprehensive and accurate historical data (including phone calls, e-mails, payment activity, and actions on site).
Skills and Requirements
* 8+ years related experience
*Deep knowledge and understanding of website operations
*Experience managing PCI Compliance program; implementation of PCI certification strongly preferred
*Knowledge of relevant laws and governances
*Strong process orientation
*Customer service experience preferred
*Extreme attention to detail
*Exceptional interpersonal, written and verbal communications skills
* Ability to foster respect with all levels of employees and management
apply at sofia at bondstreetgroup dot com