Manager, Documentation and Process Improvement

Job Description

As a Manager of Documentation and Process Improvement, you will lead the design and documentation of policy and procedure manuals for Legalzoom Customer Support internal processes. You will be responsible for conducting research through on-the-job training, job shadowing, and reviewing existing documentation. You will need to be able to create and manage project timelines for all process and documentation projects.  You will have the responsibility to write, edit, and proofread policy and procedure manuals, clearly defining all steps in the process as well as the roles and responsibilities for employees and departments involved. This includes making post-approval updates and changes to the manual as needed. You will have the ability to facilitate process improvement through discussions between departments regarding processes.  You will be leading and facilitating meetings, and when possible, gaining agreements between departments and documenting any new processes, capturing suggestions for logistical improvements.

 

You will have responsibility for implementing effective processes to achieve friendly and knowledgeable product support, customer retention, employee satisfaction and financial goals. Our ideal candidate will have previous experience working in e-commerce customer support with a demonstrated history of building and maintaining a best-in-class customer service organization.

 

 

Responsibilities/Key Accountabilities:

 

? Oversee documentation and process improvement for the Legalzoom Customer Support team, including knowledge of customer communication across email, voice, chat, and web or voice self service.

? Provide accurate source documentation for the creation of training materials, policies and procedures.

? Work with product groups and marketing to ensure proper support for current and new products.

? Develop the processes and foster a culture that leverages customer and staff feedback to continuously improve operations, products and service.

? Demonstrate positive and professional leadership behaviors to drive customer and employee satisfaction.

? Build and maintain strong collaborative relationships with internal and external business partners.

? Implement reward and recognition to acknowledge exceptional performance.

? Coach, counsel and administer disciplinary action as required.

 

Qualifications/Experience:

 

? BS or BA or equivalent required, Graduate Degree preferred (College degree or equivalent in Communications, English or Linguistics)

? 5 - 7 years of experience in customer support operations and contact center management

? Results-driven ability to work well with others

? 3-5 years copywriting/content development experience

? Types at least 60 words per minute

? Can lead a team of at least 10

? Outstanding organizational skills, and the ability to juggle multiple tasks and priorities in a fast past, rapid growth environment

? Exceptional written and verbal communication skills

? Excellent process development and project management skills

? Demonstrated leadership experience in a team-oriented environment

? Strong analytical and problem-solving skills

? Demonstrated knowledge of customer support best practices and service metrics, and internet and call/contact center technologies including email, IVR/ACD, web self service, chat, CRM

? Highly ethical individual with a strong desire to succeed both professionally and personally

? Ability to execute on existing processes and procedures

? Talent for repurposing original content

? Excellent research and editing skills

 

Contact Information: Email only.  Please send your resume as a word attachment and include a cover letter. APPLICATIONS WITHOUT A RESUME ATTACHED AS A WORD DOCUMENT WILL NOT BE CONSIDERED.

Subject: Manager, Documentation and Process Improvement

Email: employment@legalzoom.com



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