Director of Partner Support

What are we looking for?

A pioneering Director to lead our Partner Support Team (a 35-person contact center).

Where are we looking?

This is a remote position, but you must be US-based.  

What type of job is this?

Full-time.  And then some (we’re still in start-up mode and scaling!). 

Who would you report to?

Our Founder & CEO. He’s pioneering an entire new industry through our company.  You’d be part of a 6-person executive leadership team.  

What should you bring to the table?

• 8-10 years of experience working in a client-facing support or contact center (2-4 years of experience in a senior leadership position)

• Strong command of contact-center software and platforms - you should be able to navigate them in your sleep 

• An excellent grasp of how to leverage AI to revolutionize a contact center environment 

• Demonstrated experience with Resource Planning and Budget Management

• High degree of comfort with business analysis and data management (setting, managing, adjusting KPI’s as necessary)

• Demonstrated knowledge of, and working comfort with, training programs and contact center processes/protocols 

• Proven people-management skills - you need to know how to both manage and motivate your team. Those skills are often not the same! 

• Relationship management - you’re dealing with a broad range of maturity and experience across our contact center

• Peer management - you need to be able to stand up for what you believe in CEO and leadership team

• Superior verbal communication skills - you can “speak good” and you can also speak concisely and communicate clear thoughts

• Excellent written communication skills - being a fully distributed and asynchronous workforce, we rely heavily on written communications

• A genuine and ingrained passion for problem-solving

• Superb de-escalation skills - when our clients call in for support, it’s because they have a problem.  They’re frustrated.  Sometimes, they’re pissed.  Our support agents need to be able to assure the clients we’re going to take care of them.  It’s your job to make sure each of our support agents can do this.  Every time.  

• A self-starter mentality, and capable of working independently when needed

• An unwavering work ethic - our company and team depend on you for our organization’s ultimate success

• an impeccable attention to detail and great organizational skills

• a mind for strategic thinking, combined with a personality for tactical execution

What will really get our attention?

• If you have ever helped scale a contact center

• If you have specific experience exploring and leveraging AI to optimize and streamline contact center operations

• If you have experience leveraging global hires 

• If you have experience in high-touch customer service, not just “typical” call centers

• If you have experience working remotely and in an asynchronous environment

• If you have experience using the Entrepreneurial Operating System (EOS)

• If you have a working knowledge of AV systems, consumer electronics, and integrated home-technology systems (see more below about what we do, and this will make more sense)

What do we bring to the table?

• The ability to work from home full-time

• Flexible time-off policy

• A team of aces willing to do anything for each other

• Competitive salary 

• 100% company-paid medical insurance premiums, disability, and life insurance

• Eligibility for dental, vision

• Employee-funded 401K plan 

Who are we?

Remember the cartoon The Jetsons, as a kid?  Or, how about the movie, Iron Man? Both shows have a key commonality:  they showcased really bad-ass homes that were souped up with the kind of technology that would blow your mind if that technology actually existed in real life. 

Well, what was fiction is rapidly becoming real life.  Consumer technology and smart-home systems are evolving at a rapid pace, which means homes being built or renovated today and in the coming years are going to look more and more like those homes in the movies. Ten years from now, homeowners will need a personal IT Director to help them manage all their home-technology because…..well, the technology is getting smarter, but we as humans aren’t necessarily getting smarter at fixing the equipment when it stops working for any reason (and there are lots of reasons why technology may stop working!). 

Our Founder & CEO realized this a number of years ago when he launched our company, OneVision Resources.  We envision our company serving as the front-line “IT Director” for people’s homes by providing remote support over the phone, via email or chat to homeowners when their technology stops working.  And you probably have enough tech in your own home to know that happens all the time and for a variety of reasons - an ice storm knocks everything offline, a software update goes wrong, or the kids mess with the remote and you can’t figure out how to get your cable channels back on the screen. 

Our company hires really smart tech geeks, and then trains them on the biggest brands and latest gadgets so that they can help homeowners easily go about their lives by providing remote support to those homeowners when they reach out to us for support.

We are one of a very, very small number of companies attempting to do this sort of home technology support right now, and we’re the only company building our unique business model to deliver this service.  

Which is where you come in.  We’ve successfully established our contact center to this point, and we’re proud of the department and people we’ve built.  We are starting to scale, and we also realize that AI is a huge untapped opportunity that we need to effectively leverage in order to efficiently and effectively scale our contact center to meet our growing client base.  

We need to find someone who can take charge of the support department we’ve built thus far, and elevate it by multiple levels while leveraging AI.  We need someone from the world of contact centers who knows how to scale a true, high-touch, professional contact center that doesn’t actually feel like a contact center to those homeowner clients when they call in.  We hate the idea of being a Comcast-like support center, and we want someone who hates that as much as we do and who knows how to build something different.  

Are you that person? 

What would a typical day look like?

Each day, you will focus on a very clear, strategic goal: leverage your experience and knowledge of tools to scale our contact center and achieve maximal profit margin without sacrificing quality.  

You will shape our contact center and model it based upon the best aspects of a world-class operation while ensuring that our end-users never have the experience of calling into a “typical” contact center.  

You will on a daily basis:

• Identify, research, pitch, and then lead new ways to scale the department,

• oversee and guide the continued evolution of protocols, 

• manage the creation of new processes, 

• direct the look & feel of initial onboardings and continued trainings, 

• refine and execute the management of KPI’s, 

• identify and determine the allocation of department-related resources 

• assist in the identification, recruitment, and retention of top talent for the team

You’ll manage the following direct reports:

• A department Manager (she in turn manages two Supervisors, each of whom oversees the contact center agents)

• A departmental Ops Team comprised of three roles 

Curious if you’ll fit our culture?

Glad you asked! Check out our company values below. If these resonate with you, you’ll fit right in!

Be ferociously curious. 

Be an active participant in expanding your understanding of the world around you. Learning is part of the job. So practice ferocious curiosity. If a problem is important, don’t settle for a surface-level understanding of it. Go dig. Seek out new information. Pressure your assumptions. And when you feel you truly understand something, start trying to prove yourself wrong. Truth-seeking never stops. We all have a responsibility to continually expand our knowledge.

Be proactively transparent.

Transparency breeds trust and empowers good decision-making. Communication solves all problems. So share what you know, encourage others to do the same, and speak your mind early and often. There is no monopoly on good ideas; everyone’s perspective is valuable. Spread your ideas. Give and receive feedback readily and respectfully.

Be tenacious. 

We are working on important and complex challenges; difficulty is inevitable. Persevere. The more important the problem or opportunity, the more we can justify working through the challenges. If we struggle with it, then so does the competition. Tackling difficulty is how we differentiate.  

Take action, thoughtfully. 

Being decisive is the only way to accomplish our goals. But remember, attention is our most precious resource, so choose your actions wisely. Take the time needed to make sure you really understand the problem. Source your conviction. Measure twice, then cut confidently. 

Own the experience.

All of your actions, big and small, directly impact the people you engage with, so be mindful of the experience you are creating for others. Take responsibility for creating great outcomes. Be helpful. Communicate clearly. Practice empathy. Go above and beyond to make someone’s next step a little easier. We’re all in this together.

Embrace mistakes.

We all make mistakes. Embrace them. Accept responsibility, learn, and share your new knowledge so others can learn, too. Mistakes are an inevitable byproduct of growth; so get out of your comfort zone. Fail fast and fail forward. 

Practice EQ, not just IQ.

Healthy relationships are paramount to highly productive teams. So practice EQ, not just IQ. Put empathy first. Learn to recognize and control your own emotions, especially when navigating difficult situations. Being smart isn’t enough; we have to be emotionally tuned in as well. Remember, no one wants to work with the brilliant jerk.

Put the Partner first.

The most important thing in business is to know who our customer is and what problems they need us to solve. So make the effort to understand the world from our partner’s perspective.  Spend time understanding them. Build empathy. Use their challenges and feedback as your North Star. Then work relentlessly to better serve them; we are in the business of making their lives better.