Are you looking for an opportunity where your skills and enthusiasm make a difference and where your voice will be heard? At RingCentral our award-winning environment is high-energy, team-oriented and committed to providing world-class service for its customers. We're the #1 global cloud-based, communications provider, growing at more than 30% annually and we're looking for team-members with an entrepreneurial spark! 

RingCentral fosters career development and provides leadership training, education, workshops, and coaching for all employees. RingCentral promotes a healthy work-life balance by providing catered lunch and breakfast on a daily basis as well as a kitchen stocked with a variety of complimentary beverages and delicious snacks.

We are a $860M company, disrupting the $100B business communications and collaboration market (Avaya, Cisco, Microsoft) with a killer product (Gartner MQ Leader last 5 years) and rapid growth (30% yoy). We are now pulling away from the competition and leaving them behind as we scale our product revenues and product capabilities. We are looking for outstanding talent to help us scale our revenues to $1b and beyond in the coming years. 
Job Type: Full Time | Location: Denver, CO 
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 Digital Self-Service 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 emerging leader role is responsible for overseeing, interacting, and empowering our customers across the web self-service environment, while helping to build customer loyalty and drive the Net Promoter Score (NPS) of our brand. Your job will be equal parts tech-savvy idea-master, customer experience wizard, and captain steering the ship to success. Our small business, enterprise, product marketing, operations, IT 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 telling a story, presenting, and influencing senior leadership level is key. 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. While story-telling is important to this role, the execution of your story is even more important. Your audience will include both internal and external RingCentral customers in a variety of open forums whose delight will hinge on your genuine approach to the cohesive solutions you've helped design, build, and deliver. 

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:

• A leader of web self-service/digital support methods, such as: chat, bot/AI, social media, etc.
• Familiar with dynamic content and knowledge management practices
• A leader of people who prides themselves on supporting and developing their employees
• 5-7 years experience with web self-service, community forum, and knowledge sharing programs that are aligned with industry best practices
• 5+ years experience working in a contact center or service delivery environment including roles related to defining call center strategy
• Curious with a constant awareness of current and upcoming digital delivery tactics that address modern customer interaction methods and optimization of customer satisfaction/NPS
• Deep familiarity with omnichannel strategies that include: CRM, knowledge management, user communities, social media, chat, bots, and artificial intelligence/machine learning approaches
• Experience developing and delivering user adoption efforts internally with employees and/or externally with customers
• Proficiency identifying and building strong cross-organizational teams
• Ability to learn and adapt quickly
• Task oriented, execution focused, and organized; you must sweat the small stuff when the customer experience is at stake
• Strong interpersonal skills, ability to convey and relate ideas to others at any level within the corporation
• Vibrant and energetic attitude, willingness to perform and get things done
• Customer Experience (CX) practices leadership helpful
• Knowledge Centered Support certified (KCS) helpful
• Bachelor's degree and/or 7-10 years related industry experience

About RingCentral

RingCentral, Inc. (NYSE: RNG) is a leading provider of global enterprise cloud communications, collaboration, and contact center solutions. More flexible and cost-effective than legacy on-premises systems, the RingCentral platform empowers employees to work better together from any location, on any device, and via any mode to serve customers, improving business efficiency and customer satisfaction. The company provides unified voice, video meetings, team messaging, digital customer engagement, and integrated contact center solutions for enterprises globally. RingCentral's open platform integrates with leading business apps and enables customers to easily customize business workflows.

RingCentral is headquartered in Belmont, California, and has offices around the world.

RingCentral is an equal opportunity employer that is committed to workplace diversity.