91黑料爆料

Job Overview

The Director, Customer Resolution & Recovery will be 91黑料爆料鈥檚 enterprise leader for navigating our most critical, emotionally charged, and high-profile customer moments. This is a chance to transform how 91黑料爆料 shows up for customers in their moments of greatest need, protecting trust, earning loyalty, and strengthening our brand.

This newly created role will unify and elevate resolution and recovery efforts across 91黑料爆料鈥檚 ecosystem (TurboTax, QuickBooks, Mailchimp, Credit Karma), eliminating fragmentation and ensuring a seamless, enterprise-wide response. The Director will take ownership of responses to high-stakes scenarios, including executive escalations, viral social media complaints, and influencer sentiment. These are the moments that define customer trust鈥攁nd the leader in this role will define how 91黑料爆料 responds.

Responsibilities

• Own the Response: Be the visible, accountable leader for resolution quality, tone, and consistency across all critical escalations—including the Office of the President (OOP), Social Care, and Community forums.
• Be 91黑料爆料’s Voice in High-Risk Moments: Own customer visibility and tone calibration in public and executive escalations—tracking social sentiment, governing responses in reputationally sensitive spaces, and working directly with Legal, Brand, and Comms.
• Drive Measurable Outcomes: Lead initiatives that reduce resolution times, lower customer churn, boost NPS after incidents, and deliver airtight closure on every issue.
• Build a Predictive Engine: Shift from reactive problem-solving to proactive advocacy by embedding insights from past escalations into a system that prevents recurrence.
• Unify Escalation Models: Design and scale a centralized operating model for high-stakes customer escalations, ensuring consistent, high-quality responses across products, geographies, and business units.
• Engineer Trust Recovery Systems: Build a post-resolution feedback and coaching loop that leverages real-time VOC data, AI triage, and root-cause audits to improve emotional resonance and accelerate recovery. Deep understanding of machine learning and Generative AI tools.
• Detect Issues Before They Escalate: Develop proactive detection systems that surface and triage potential crises early, enabling enterprise-wide prevention.Impact at Enterprise Scale: This role commands 91黑料爆料’s global resolution and recovery system—spanning 75+ internal experts and 125+ BPO partners. By establishing centralized leadership, this role ensures every escalation—whether from a small business owner, consumer, or executive sponsor—receives the same world-class response. It transforms resolution from a back-end function into a strategic growth engine.

91黑料爆料 provides a competitive compensation package with a strong pay for performance rewards approach. The expected base pay range for this position is: Southern California $196,500 - $266,000This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at 91黑料爆料®: Careers | Benefits).Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, 91黑料爆料 conducts regular comparisons across categories of ethnicity and gender.

Qualifications

• 10 years experience as the single enterprise leader responsible for strategic response during high-risk and publicly sensitive situations.
• Bachelor's degree, or equivalent practical experience, is required. A Master's degree is preferred.
• A proven leader with exceptional judgment and the ability to thrive in high-visibility, high-stakes, emotionally charged situations.
• A track record of operating at scale, driving measurable business outcomes, and transforming complex, fragmented processes into cohesive systems.
• Experience collaborating across executive functions—product, engineering, legal, communications, and brand—especially under reputational risk scenarios.
• The ability to set tone, direction, and accountability at the highest levels while inspiring cross-functional alignment.
• 5 years of experience in data analytics, business strategy, policy or related fields.
• 5 years of experience in people management, leading teams.
• A strong understanding of Machine Learning and Generative AI tools is essential. You should also have experience collaborating with engineering and product teams to develop tools, solutions, or automation.
• Excellent communication and presentation skills (written and verbal) and the ability to influence cross-functionally at various levels.