OmniWatch Customer Care Operations Lead

Job Description

Job Description

About PeopleSearch

People Search is an award-winning web development division within the PeopleConnect portfolio that serves over one million customers nationwide. Our cutting-edge technology connects, informs, and protects people both online and offline.

Our websites consistently rank among the top 500 most visited in the United States, and our products have been featured by the Discovery Channel, Mashable, Vice, Entrepreneur, and Business Insider, and even made a cameo in a Disney animated comedy.

A pioneer of new ideas, we continually develop and deploy innovative strategies and solutions. Our people and culture are innovative, creative, collaborative, and highly talented. Together, we make things happen.

PeopleConnect is seeking an OmniWatch Customer Care Operations Lead to join our award-winning team supporting our PeopleSearch division. This position reports to the Sr. Manager of Customer Operations for PeopleConnect.

We are looking for a dedicated OmniWatch Operations Lead who is passionate about delivering exceptional customer care. In this role, you will serve as the go-to Customer Care expert for all things OmniWatch. While providing direct support to customers as needed, your primary focus will be optimizing the OmniWatch brand by identifying and developing innovative solutions and processes.

You will collaborate across multiple departments internally including QA, Training, and Operations, as well as externally with Engineering, Project Management, and Marketing to enhance efficiency and drive continuous improvement.

• Take ownership as the go-to OmniWatch Subject Matter Expert (SME), serving as the primary point of contact and accountable lead for all matters related to Customer Care.

• Own the representation of Customer Care as the primary liaison with key stakeholders for all OmniWatch-related matters, driving clear communication, alignment, and accountability across weekly meetings and all channels.

• Work closely and partner with the Product and Project Management teams to share VOC trends that could improve and enhance the UX/CX.

• Assist in creating Knowledge Base articles for the website to help users quickly find solutions to common issues, learn about product features, and easily navigate the site.

• Assist with and help create, streamline, and standardize processes such as policy modifications, standard operating procedures (SOPs), training materials, and reference materials.

• Conduct thorough investigations of emerging issues on an ad hoc basis and propose solutions or resolutions.

• Conduct comprehensive audits and ad hoc reporting of current processes to identify inefficiencies and areas for improvement.

• Take ownership by proactively leading and contributing to special projects within Customer Care, addressing complex, high-impact issues that require focused expertise and accountability.

• Identify, document, and escalate relevant examples discovered during audits to enhance operational efficiency within OmniWatch.

• Draft training transmissions and collaborate with Training on information gathering or entire TT creation.

• Coordinate call calibrations with support vendors including TU or Scamnetic.

• Own the continuous monitoring of all support channels including chat, phone, and email, proactively identifying emerging trends and implementing optimizations to better serve customers and improve overall performance.

• Identify call samples for training materials.

• Assist with Tier 2 and Tier 3 workload volumes and maintain metrics as assigned.

• Perform a minimum number of set hours of email and phone support time per week as determined by management.

Desired Skills and Experience

• High school diploma or equivalent required. Some college preferred.

• 3-5 years of experience in customer service, hospitality, project management, or related work environments.

• Strong work ethic with a willingness to do what is needed to get the job done and a “no task too small” mentality.

• Proactively takes initiative to drive progress, confidently reaching out across teams and doing what is needed to move work forward and get updates.

• Strong computer skills with the ability to quickly learn new systems and effectively manage multiple tools.

• Strong verbal and written communication skills.

• Demonstrated ability to manage multiple projects simultaneously while maintaining productivity in a fast-paced, deadline-driven environment.

• Proficiency in Google Workspace is preferred but not required.

• Ability to work effectively in a team environment while also operating as a strong individual contributor who shares best practices with others.

• Uses sound judgment when making decisions based on relevant information while balancing customer satisfaction and program integrity.

• Maintains customer records by accurately updating account information within the CRM.

• Follows company call flow and retention standards to provide quality interactions and achieve key performance metrics as measured by internal scoring tools.

• Consistent attendance and punctuality are required for successful performance and excellent customer service.

• Experience in identity protection is preferred.

The range reflects what the company reasonably expects to pay for the position. Actual compensation depends on experience, qualifications, and scope of responsibility.

• 100% company-paid Medical, Dental, and Vision coverage

• Unlimited Vacation policy

• Paid Sick Leave and Paid Holidays

• 401(k) Plan with company match

• Daily company-paid lunches for onsite employees

• Paid Parental Leave and Dependent Care support

• Student Loan Repayment Program and 529 Education Savings Plan

• Training and Education Reimbursement

• Paid Parking

• Pet Insurance and Employee Referral Rewards

• Dog-friendly office, complimentary snacks, beverages, and on-site gym

The Company’s Applicant and Worker Privacy Notice can be found here.

PeopleConnect is an equal opportunity employer.

Local area candidates are encouraged to apply. Please note we are not able to offer visa sponsorship, visa transfer, or corp-to-corp arrangements.

Note for Principal Agencies: Principal agents should not forward resumes to PeopleConnect, as we will not be responsible for any fees arising from the use of resumes submitted from agencies without a prior written and signed agreement and authorized job order in place.