Associate Director, Customer Service

American Society of Clinical Oncology - Alexandria, VA

Are you interested in making a world of difference in cancer care?

Cancer strikes more than 10 million people worldwide each year. As the leading medical society representing doctors who care for people with cancer, the American Society of Clinical Oncology (ASCO) is committed to conquering cancer through research, education, and promotion of the highest quality patient care.

Who we are:
ASCO is a stable, forward-thinking membership organization that operates in a results-oriented work environment in which employees’ evaluation emphasizes performance outcomes over presence or time. This is an Alexandria, VA position that offers an excellent benefits package and opportunities to participate in professional development programs. To learn what it’s like to work at ASCO, click here .

Who we are looking for:
We are looking for a high performing Associate Director, Customer Service to join ASCO’s Customer Service Center and serve as the key collaborator across the organization to ensure a high-quality member and customer experience. The Associate Director will be responsible for aligning the Customer Service Center to serve ASCO members and customers across the functional areas that provide programs, products, and services by assuring that access to programs, products, and services meet the needs and expectations of members and customers.

What you will do:
Serve as the senior Customer Service Center advisor and team leader to enhance ASCO’s customer service experience which includes building partnerships with internal program areas; staying current in knowledge of each program, product, and service support and keeping each program team abreast of customer feedback and trends; providing training to Customer Service Center staff on ASCO programs; and collaborating effectively with Tier 2 support and program management

Establish and oversee policies, procedures, and systems that impact the quality of service provided to members and customers; develop, track and maintain service metrics; and synchronize customer service operations within and across divisions, focusing on cross-team efficiencies

Oversee emerging trends, best practices and operational excellence for the Customer Service Center including customer service operations, integrated data and services of the various 3rd party software tools that support ASCO’s program, product and services

Collaborate regularly within Member Services, IT and Finance departments to align membership and customer service department work to ensure best practices related to systems and financial procedures

Collaborate with ASCO’s key stakeholders to properly create, implement and evaluate projects that affect members, customers and the customer service center to meet customer needs

Work effectively, autonomously, and as a customer service knowledge expert with diverse groups of people to facilitate cross-division work

Challenge, motivate and coach team to meet departmental goals and growth

What you will need in order to be successful:
Bachelor’s degree
7+ years of experience in customer service and call center management
Superior interpersonal and communication skills; including oral, written, and listening
Excellent relationship building skills to build client relationships with internal departments
Flexible and adaptable to change both with planning and crisis management
Demonstrated success as a staff manager and mentor
Self-managed with the ability to multi-task and manage own time, priorities, and resources
Commitment to high-quality work within a team to meet timelines and deliverables
Ability to travel 8-15 days per year (domestic and international)

Ideal candidates will also contribute:
Experience working for a non-profit organization or association
ASCO is proud to be an Equal Opportunity Employer (EOE)