Description
Young Living is seeking a high-energy, results-driven Senior Manager, Diamond Support to deliver excellent service and enhance the experience of Silver and above Brand Partners.
This role focuses on member life cycle management, customer service, and team leadership across multiple global locations. The successful candidate will thrive in a fast-paced environment, demonstrate the ability to innovate, and effectively manage a team to exceed performance expectations.
Essential Functions
- Lead a team at global headquarters and oversee international member-facing teams, handling hiring, performance management, and corrective action.
- Conduct weekly coaching sessions and team meetings, as well as monthly check-ins with international teams to ensure KPIs are met.
- Manage escalated member complaints and collaborate with IT and other departments to resolve complex issues.
- Develop and implement strategic initiatives to improve member services and align team goals with company objectives.
- Ensure consistent communication between Member Services and other departments, fostering collaboration and process improvement.
- Monitor and maintain expert-level knowledge of essential tools (BSI, Skava, Five9, PowerBI, Tableau, Verint, OMS).
Skills & Qualifications
- Advanced knowledge of member experience and customer service.
- Proven leadership skills, with the ability to manage teams and exceed performance expectations.
- Excellent communication and relationship management skills, with a global and cultural awareness.
- Strong process improvement abilities, proficient in Microsoft Office Suite, and experience with various service tools (PowerBI, Tableau, etc.).
- Ability to identify areas of opportunity and implement effective changes.
- Flexible work hours and ability to travel as needed.
Required Education and Experience
- Bachelor’s degree from a four-year college or university.
- Five or more years of related experience and/or training.
- Two or more years of supervisory experience.
- An equivalent combination of education and experience may be considered.
- Six Sigma Green Belt or higher certification preferred.
Preferred Education and Experience
- Previous experience in a multi-level marketing (MLM) environment.
- Familiarity with Young Living’s products and systems.