Job Description

The Rainforest Alliance is creating a more sustainable world by using social and market forces to protect nature and improve the lives of farmers and forest communities. To achieve our mission, we partner with diverse allies around the world to drive positive change across global supply chains and in many of our most critically important natural landscapes.

Our alliance spans 70 countries and includes farmers and forest communities, companies, governments, civil society, and millions of individuals. Together we work to protect forests and biodiversity, take action on climate, and promote the rights and improve the livelihoods of rural people.

As an international nonprofit organization with more than 30 years of experience in sustainability transformation, we understand that the social and economic well-being of rural communities is tightly connected to ecosystem health. This knowledge has shaped our rigorous programs to advance sustainable land-use and commodity production.

At the Rainforest Alliance we combat climate change, protect forests and biodiversity, promote human rights, and improve livelihoods. The enormity of the social and environmental challenges we are facing requires working together in a broad alliance. This is why we bring farmers, forest communities, companies, and consumers together to change the way the world produces, sources, and consumes.

Why  

To protect nature and improve lives it’s becoming increasingly urgent that we approach the way we use our land and produce food and other products in more sustainable ways. For this to succeed we need to fundamentally change the way that businesses operate and source, and the choices we all make as consumers.

How  

Our growing global alliance aims to transform our relationship with our natural resources and each other, to create a better future for people and nature together.

The Rainforest Alliance encourages diversity and inclusion across the global organization. With this commitment to diversity, we are proud to be an equal opportunity employer and do not discriminate on the basis of gender, race, color, ethnicity, religion, sexual orientation, gender identity, ages, disability and any other protected group.

Intro: 

The Supply Chain Excellence department provides guidance, services and digital tools to producers and companies, enabling them to join our programs, achieve certification, monitor progress, trade and make sustainability claims, and generally manage their supply chains and responsible sourcing relationships

The team is structured across five pillars, accountable for the consolidation and alignment of strategic programmatic direction; the design process and overall architecture; change project program management; development; and customer success and back office. These teams work closely together, and with key internal and external stakeholders, to deliver our concept strategies.

The Customer Success and back office team, is responsible for the strategy, design, and implementation of the Rainforest Alliance end-to-end customer service experience. The team’s responsibilities include setting up accounts, creating agreements, processing requests for trademark use and/or exceptions as applicable, maintaining consistent knowledge bases and communications, and providing technical support to systems. Rainforest Alliance strives to exceed customer expectations and drive greater customer loyalty and trust, which leads to greater satisfaction, retention, and growth.

We are looking for someone with a passion for delivering customer excellence to help us build a future where customers come to us, not only because we provide industry-leading products and services, and also because we provide a differentiated and connected customer experience that is rooted in our commitment to delivering on customer outcomes.

Position summary:

We are looking for an intellectually curious, customer-obsessed Director Customer Success and Back Office, who has a demonstrated track record in developing teams through effective and strong leadership and empowering employees to provide best in class customer service. You will have ambition for excellence and galvanize support internally in order to transform our current processes, with a focus on customer satisfaction, and setting us up for scale. A confident leader, the Director will handle all escalations, being confident in taking decisions in line with our strategy, and standing behind those decisions in potentially challenging conversations.

In this role as manager of managers, you will be responsible for ensuring our teams to provide a positive support experience, and will use management reporting capabilities to improve our service and organize the teams. You will represent Rainforest Alliance to our customers and will work directly with our most relevant internal groups to drive change that enhances the customer experience. You will act as the voice of the customer to internal audiences in the Supply Chain Excellence and other departments, leveraging the culture of customer obsession to achieve more.

Your team will consist of people managers and their individual teams of customer success and technical support. To be successful in this role, you will need to be truly customer driven, have strong operational focus and a deep understanding of technical support. Some of our technical support is outsourced, which means that strategic thinking goes into maintaining and improving appropriate consultancy arrangements, suppliers accountability. You will need to demonstrate the ability to partner with our Markets Transformation team at leadership level, to support and understand our relationship ambitions and strategies in the different sectors and geographies. You will need strong people management skills and the ability to lead teams through change. We are looking for a candidate who will bring thought leadership, confidence and a willingness to take calculated risks.

Responsibilities:

• Lead a large team of geographically dispersed customer and technical support and their managers to meet and exceed customer experience targets while ever evolving the business;
• Handle customer and field escalations, ensuring we get the right resources engaged quickly; often requiring your engagement in customer meetings and direct work with technical teams;
• Provide global leadership and coordination in customer feedback, hiring, readiness, and collaboration with Technology;
• Assist with global escalation of issues connecting with customers as needed to show Rainforest Alliance commitment;
• Develop, execute, and sustain mechanisms to drive positive customer service engagement and experiences;
• Identify both internal and customer facing tooling and knowledge base gaps;
• Responsible for employee satisfaction, professional and technical readiness and performance;
• Act upon feedback from key stakeholders on effectiveness and quality of engagement;
• Use knowledge and experience in ticket management processes and tools, knowledge and content base management, self-service support delivery, measuring and maintaining SLA achievement and blended channel customer service concepts to improve our customer service;
• Further develop management reporting capabilities and put to use for service improvement and organizational adaptations;
• Responsible for assessment of user acceptance for new tools;
• Be a problem solver, identify underlying challenges and work collaboratively to solve them;
• Work closely with the Supply Chain Excellence leadership group to ensure accomplishment of department objectives.

Qualifications:

• Bachelor’s degree in management, business, or related field or equivalent work experience;
• At least 10 years of related experience m a Global Technical Support Center or customer service industry, product support, technical support, IT Admin support, consulting, systems or product development;
• 5 years minimum experience as a Manager of Managers or equivalent;
• Minimum of 5 years managing large technical support teams;
• In depth knowledge of ticket management processes and tools; self-service support delivery; measuring and maintaining SLA achievement; and, blended channel customer service concepts;
• Confidence and experience in management reporting; setting and measuring KPIs and adjusting work practices accordingly; Proven communication skills at the executive level internally and externally;
• Proven track record in the management of global service delivery operations;
• Excellent influencing and negotiation skills;
• Fluency in English, both verbal and written. Additional languages are an asset.

Other skills and Competencies

• Customer focus: Ability to put customer first, lead and prioritize work to deliver great customer experiences. Maintains focus on the customer experience when balancing short- and long-term decisions;
• Collaboration: Communicates with individuals from other teams or organizations and listens carefully to how they perceive mutual issues or opportunities;
• Influence for impact: Listens for the priorities and concerns of others and acknowledges differing perspectives;
• Creative Problem Solving: Solves abstract problems by considering the environment and applying original thought;
• Drive for results: Sets clear and challenging goals for a portfolio of work, and pursues them with enthusiasm and passion.

Salary:

Commensurate with experience.

Deadline: September 24, 2021

Notes:

Only candidates authorized to work in the countries in which we are registered will be considered.

The Rainforest Alliance encourages diversity and inclusion across the global organization. With this commitment to diversity, we are proud to be an equal opportunity employer and do not discriminate on the basis of gender, race, color, ethnicity, religion, sexual orientation, gender identity, ages, disability and any other protected group.

If you have any questions about the job vacancy, please contact the HR department:

re*********@ra.org

How to Apply

Job Categories: LGBT. Job Types: Full-Time.

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