IT&D Director leading large - scale, complex infrastructure transformation initiatives at Reckitt. Responsible for strategic oversight and cross - functional alignment to deliver resilient and scalable infrastructure platforms.
About the role
- Director of Member Support & Success overseeing member support operations and driving team performance. Leading various initiatives to enhance member experience and achieve organizational goals.
Responsibilities
- Provide strong leadership to motivate, inspire, and hold team members accountable for performance and results.
- Oversee day-to-day member support operations, ensuring timely and effective resolution of member inquiries and escalated issues.
- Lead and mentor the member support team to deliver exceptional service and foster a member-centric culture.
- Develop and manage help desk and support resources, ensuring consistent reporting and communication with leadership.
- Manage and execute special projects aimed at enhancing member experience and operational efficiency.
- Oversee advertising operations, including fulfillment of advertising contracts and production schedules.
- Direct listing feed management, ensuring data quality and timely resolution of technical issues.
- Manage global, domestic, and third-party referral programs, including broker-to-broker, affinity, network-generated leads, and third-party partnerships.
- Oversee network policies and procedures and lead referral dispute resolution to ensure a fair and consistent process.
- Implement and oversee the Fractional Services Program, ensuring alignment with organizational goals and member needs.
- Collaborate with internal teams to identify opportunities for process improvements and enhance member experience.
Requirements
- Proven leadership and team management skills with the ability to motivate and hold team members accountable.
- Strong analytical and problem-solving abilities.
- Experience with CRM systems (preferably HubSpot) and data reporting tools.
- Excellent verbal and written communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong project management and organizational skills.
- Technical proficiency with Microsoft Office Suite.
Benefits
- paid time off
- short- and long-term disability programs
- life insurance
- comprehensive health insurance (vision, dental, medical)
- 401(k) plan
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