Part A: Please identify the OKR you would define for each sub-function and justify why you believe it’s the most impactful on the customer experience. Sub sections are: Customer Service Execution Customer Service Operations Support Performance Management Support Customer Service Strategic Initiatives Part B: Your first 90 days will be critical in setting your agenda and getting to know IPSY and the IPSY Care team. Assuming that your key initial priorities are: improving CSAT, growing partnerships across IPSY, and team morale, how would you go about structuring your first 90 days and how would you tackle these challenges? Part C: IPSY Care leadership wants to set a more aggressive email time to first response (TFR) SLA this year and reduce our published TFR by 8 hours. Given the attached supplemental data, how would you optimize staffing? What would be the biggest barriers or challenges you expect to encounter in transitioning to the new optimal staffing model and how would you address them?
