Director of Web Experience

Job Type: Full Time

Location: Denver, CO

Department: Global Solutions and Services (GSS)

The RingCentral environment is fast paced, high octane, success is driven, team-oriented and committed to growing the business in a virtually untapped market. Do you have the ability to thrive in a start-up environment? We are looking for candidates with an entrepreneurial spark!

Job Description

We are looking for creative, collaborative leaders that thrive in a fast-paced, cutting-edge environment. At RingCentral, we are building a culture of engagement and user adoption that supports an optimized product and service experience regardless of how our customers choose to interact. The Director of Web Experience is defining and delivering RingCentral's next-generation of online customer support to meet and exceed the demands of RingCentral's continued rapid growth as the cloud business communications market leader. This strategic leader will help RingCentral blaze new trails in the online space connecting happy customers with our world class services and solutions.

Responsibilities

This leadership role is responsible for overseeing, interacting, and empowering our customers across the web self-service environment. Meeting our users where they collaborate as a representative of RingCentral to encourage constructive dialogue, knowledge sharing, and innovative solutions will help to build customer loyalty and drive the Net Promoter Score (NPS) of our brand. Your job will be equal parts thought leader, program owner and change manager steering the ship to success. Our product marketing, operations, business services and support teams will all have your back in this high-visibility role supporting you as the face and voice of RingCentral on the web. 

A knack for confidently delivering presentations and decision influence at a senior leadership level is critical. Excellent communication skills should include your ability to be instinctive, investigate and comprehend situations, demonstrate empathy, surround yourself with experts, and ultimately create amazing experiences for our customers. Your audience will include both internal and external RingCentral customers in a variety of open forums whose delight will hinge on your savvy approach, cohesive solutions, and on a more human level, your well-placed snarky, yet confident personality. 

With this great power comes the opportunity to innovate new user adoption strategies, be the focal point for framing and driving initiatives to completion and ultimately share in the success of our web self-service program. You should have a strategic mindset and be highly organized to manage deliverables in a timely, high-quality manner. And of course, you must possess a passion for customer experience and success. 

Qualifications & Skills

• A proven strategic leader in web self-service delivery and knowledge management practices
• 10 years minimum working in a contact center or service delivery environment with 5 years minimum in strategic program leader or senior manager or above roles
• 5-7 years experience supervising a team of web professionals, including developers, customer experience (CX) experts, and project managers.
• Knowledge-centered Support certified (KCS) preferred
• Varied experience with web self-service, community, and knowledge sharing programs that are aligned with industry best practices; a Customer Experience (CX) practices leader helpful
• A constant awareness of current and upcoming service delivery tactics that address efficient customer interaction processes and optimization of customer satisfaction/NPS
• Deep familiarity with omnichannel strategies that include: CRM, KM, Community, Social Media, Chat, Bots, and machine learning approaches
• Develop and deliver user adoption efforts across wide audiences with varied business models: single users through multi-faceted enterprises
• Ability to identify and build strong cross-organizational teams
• Formalization of process governance development through realization and ongoing monitoring 
• On-task focus and proven organizational skills across broad corporate-wide efforts required
• Strong interpersonal skills, ability to convey and relate ideas to others at every level within the corporation
• Outline and oversee internal KCS and external Community Expert practices
• Recruit influences and evangelists from the RingCentral communities – both internal and external – to help present different views of the product to our customers
• Ability to learn and adapt quickly
• Vibrant and energetic attitude, willingness to perform and get things done
• Bachelor's degree with 10-15 years related industry experience