** Customer Service Director Opportunity in Ottawa **

Zip.ca is looking for a Director Customer Service to dramatically
alter the way that ZIP.ca approaches and serves its customers! You
will be responsible for creating, developing and implementing a
customer-centric culture at ZIP.ca and you will lead the cultural and
organizational change required to make this happen. We need energy and
direction and you crave the opportunity to turn a growing company into
the next big thing.

Reporting Relationships
· This senior customer officer will direct a total customer service
organization of ten - twenty associates; in addition, he or she will
manage the service provider relationship for the inbound call
operation.

This executive will become the leader for customer service excellence
through all aspects of ZIP.ca's operations.

Specific responsibilities will include:
· Setting the customer service direction and establishing performance/
service standards for customer satisfaction;
· Introducing best practices for customer service, based on prior
knowledge and benchmarking research within the Internet retail,
entertainment and contact center industries;
· Establishing performance measurements, interpreting data, and
developing both strategic and tactical plans which result in customer
satisfaction;
· Developing policies and procedures linked to outstanding customer
service;
· Connecting directly with customers on a regular basis to resolve
issues, and to discern how to better serve customers going forward.
· Analyzing performance/transaction data to ensure that operations are
staffed in a manner that will provide premier service to customers;
· Evaluating existing customer service systems, processes, and
procedures and developing plans for improvement;
· Assessing available systems and technology and recommending
acquisition/implementation of these as appropriate, profiling hosted
versus licensed alternatives;
· Directing the implementation of new systems and technology, and
ensuring that all required training is completed;

Qualifications and Characteristics
· The successful candidate for Director Customer Service will have 3
to 5 years experience directing a customer service organization within
the Internet retail, entertainment or contact center industries. S/he
will be a strong and passionate leader capable of creating a customer-
centric culture at ZIP.ca and dramatically impacting the company's
customer service results.

Key attributes of the successful candidate will include:
· Strong management skills, with a team orientation
· Flexible and able to thrive in a fast-paced environment
· Able to establish and manage to high standards
· Superior organization skills; able to hire other "A" players and
create/develop structure as appropriate
· Excellent communication and presentation skills
· Able to make things happen working with and through others; strong
persuasive/negotiating skills
· Strong drive to succeed; able to set aggressive goals and achieve
desired results
· Role model for the rest of the Customer Service department
· Able to work closely with key internal business partners in IT,
Marketing, Finance, Content, Purchasing and Fulfillment.

Education Requirements
· A bachelors degree is required.

If you feel that your experience has prepared you for this challenge,
please visit www.momentous.ca/careers.asp and apply online!

NON-SMOKERS ONLY