Director of Customer Operations - Fluent in English and a second language (Spanish, Portuguese,[...]

This position will require periodic visits to our office near Birmingham.

About Bond: Bond is a US based International personal security company that is revolutionizing Security with its novel paradigm of AI-Powered Preventative Personal Security. Specifically, Bond operates as a pre-emergency Personal Security Companion/guardian, available to look after Bond members (end-users) when they are uncomfortable. Bond can detect anomalies/threats, engage to check on the members, calm them down, guide them, deter unwanted company and orchestrate first responders. Bond's mission is: personal security for all. Bond is operational in 28 countries and growing. The largest corporations in the world are adopting Bond for all employees (not just for executives, but also retail store employees, sales associates, drivers, home care nurses, etc.), cities and universities.

Bond combines cutting edge technologies and AI with 24/7 Bond Personal Security Agents who respond in seconds from Bond Command Centers around the world. Bond is experiencing hyper growth and is seeking highly motivated, energetic team-members who want to be part of a mission and grow with the company and its highly meritocratic culture.

Description: Bond is searching for a dynamic Director of Customer Operations. This role is multifaceted, requiring an exceptionally organized, adaptable, energetic, collaborative, and self-starting team member that is also comfortable representing the company in customer-facing engagements.

What You’ll Do

• Lead and Manage our Command Center Operation
• Lead and Manage Command Center team members, ensuring goals are met on a daily and hourly basis and being positioned to assist agents and clients alike should a concern arise.
• Represent Bond to customers, partners, the public, government, and other external sources
• Establish short-range and achieving long-range objectives and strategies, and drive action to achieve them in a member and subscriber-based environment.
• Develop and enhance processes to strengthen the Operations Framework
• Identify the training needs of team members and create/administer formal developmental and training/mentoring programs.
• Effectively evaluate situations, identify critical issues, and support team members in a high-intensity, potentially high-stress environment.
• Establish or suggest improvements to applications, ideas, relationships, systems, or contributions.
• Coordinate the creation of staffing solutions
• Identify and analyze trends and patterns and produce strategic reports, dashboards, metrics for Command Center Operations and presentation to Senior Leadership
• Coordinate the Work and Activities of Others to ensure results are Timely, Accurate, and Complete.
• Report on daily, weekly, monthly activities to key stakeholders.
• Maintaining incident logs, client reports, and other activities
• Scheduling events, programs, and activities, as well as the work of others
• Employees will be exposed to sensitive data and must comply with all data privacy laws, regulations, standards and policy requirements.
• All other duties as assigned.

Required Experience

• Fluent in English and a second language (Spanish, Portuguese, Hebrew or other)
• Bachelor's degree in field or another related field.
• 3+ years of Customer facing experience
• 3+ years of Operational experience
• 3+ years of People Management experience in a large corporation
• 2+ years of Project/Program management experience
• Strong communication, verbal and written and collaboration skills at the senior leadership level, with both team members and customers
• Proficient computer skills and Operational System knowledge to include Microsoft Office applications, G-Suite, and other online applications and programs
• Mentor and leader with a strong track record of hiring and motivating great teams
• Excellent management, interpersonal and team leadership skills – seamless ability to inspire and engage company team members
• Ability to communicate and mediate conflict, disagreements, or miscommunications with tact and diplomacy.
• Demonstrated ability to operate effectively in a fast-paced, ambiguous startup environment
• Experience leading global teams and working with customers around the world

Nice to have

• < 5 years Military service
• Background in Security

Total Rewards

As a high-tech security start up, efficiency is vital to the work we perform daily. As a result, we've built a workplace culture that respects your time, allows you to take ownership of your projects and find opportunities to lead in your day-to-day experience. We've been thoughtful in our approach to benefits, rewards, and perks that will impact our team members holistically as we continue to scale and grow.

• Complete meritocracy: we reward people based on their contribution to the mission and adherence to the Bond culture not on other factors.
• Competitive Starting Salary commensurate with geographic location and skills/qualifications, plus benefits and bonus potential).
• Quarterly Bonus
• Stock option grants at a high growth startup.
• Generous time off and sick time benefits
• Bond security services for you and your loved ones ($450 value per person)
• Growth and development opportunities to advance your career – as we grow as a startup, we strive to promote from within.
• Employee will be automatically enrolled in the Employer's pension scheme

Bond is an equal opportunity employer and values diversity at our company. All applicants will be considered without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, breastfeeding or other related medical conditions), sexual orientation, age, marital status, veteran status, or disability status. Bond maintains a drug-free workplace and may perform pre-employment substance abuse testing and background checks, where permitted by law.

HYBRID/REMOTE POSITIONS:

What You’ll Need:

• High-Speed Broadband service (wired Ethernet connection) with a minimum of 150 Mbps in a dedicated (single person use) environment or 300 Mbps if in a shared environment (having a backup internet provider is a plus!)
• For the Online Interview: Windows based Notebook or Desktop computer, with a minimum processing speed of 1.6 GHz and 16 GB usable RAM available.
• Working High-Definition web camera.
• Well-lit, dedicated and quiet area from where to work without interruption or distraction.
• Must have a neutral visual or neutral virtual background.
• Workspace large enough to accommodate two monitors and a notebook computer.