Job Summary

We are in search of a Transformational Customer Experience Leader experienced in building customer first cultures within contact centers and enterprise-wide! The Director will play a critical role in the collaborative effort of developing strategy, setting direction, and delivering a differentiated customer experience across all customer touch points. This role will lead a group of contact center leaders who manage our front-line customer experience team members and will be responsible for implementing a robust system for gathering, analyzing, and leveraging customer feedback to drive improvements.

Customer Experience Leadership

• Build, manage, and maintain a customer first culture that is focused on all customer touchpoints within the contact center.

• Ensure leader expectations are set and leaders are held accountable to customer first process improvements that include but are not limited to call & email routing, EDI processing, quotes processing, technical support, and order and service processing.

• Install a culture that is centered on delivering a differentiated, exceptional customer experience with every customer interaction.

• Coach, mentor and supervise team; demonstrate strong leadership, provide direction and professional development

• Play a lead role in identifying opportunities and collaborating across all functional teams to ensure a customer first and exceptional experience is installed across the business.

• Develop and deploy strategies, action plans and playbooks to improve the customer satisfaction and increase customer retention

• Understand drivers of strong team engagement and build action plans to improve and retain employees

• Lead strategic, cross-functional initiatives and play a leading role in defining the broader strategy for the customer experience organization

• Understand market trends and keep up-to-date with the latest developments, trends and technology impacting our function and industry

• Build strong internal partnerships with cross-functional teams inside and beyond the monetization ops organization, including Sales, CSM, Product, Marketing, Content, and Sales Operations

• Significant prior experience defining and implementing strategy for customer facing teams with a focus on efficiencies, differentiated Service Levels, Tech Support, ease of doing business and driving customers experience excellence at scale

• Demonstrated track record leading major projects or transformation initiatives, particularly those linked to the customer journey and improving the customer experience

• Knowledge and expertise working with Salesforce

Team Leadership

• Set goals for the customer experience team, clarify how to evaluate those goals, and develop action plans to achieve goals.

o Set goals and metrics to manage service level, abandon rate, response time, open orders, first call resolution, case closure rates, etc.

o Design process to evaluate and regularly coach to quality improvement.

• Analyze trends and patterns to streamline processes, reduce expenses, increase productivity and improve efficiencies.

• Own the design and execution of customer routing to align highest value customers with the best level of service.

• Budget for, track, and hold team accountable to meeting all revenue and profit targets.

• Plan for hiring, retention and attrition.

o Coordinate hiring, training, and coaching of new hires.

o Recruiting, interviewing, talent selection

• Collaborate with business leaders and the team to implement incentive programs, contests, etc. to drive employee engagement and profitable sales.

• Collaborate with IT to consistently evaluate the effectiveness of systems, equipment and software to ensure it meets the needs of our customers and the business.

• Be a strong customer experience advocate, working with Customers, Sales, IT, eCommerce and operations to identify (and implement) opportunities to improve our customers’ experience, drive customer service excellence and reduce customer friction.

• Coach and develop direct reports to build a strong team of leaders, strengthening the team and organization.

• Lead direct reports:

o Provide guidance, mentorship, career coaching and feedback.

o Measure and assess performance formally and informally to build an engaging, supportive culture.

o Develop talent for promotions and career growth to build a string bench and career pathing.

• Collaborate with HR and training to provide development, learning, and advancement opportunities for the team.

• Provide consistent communication with team members (one-on-ones, team meetings, etc.) ensuring all are informed on the vision and strategy of the organization.

• Develop and implement effective crisis management protocols to address customer issues promptly and maintain a positive brand image.

• Lead the team in resolving escalated customer concerns with a focus on swift resolution and customer satisfaction.

• Utilize data analytics and KPIs to assess the effectiveness of customer experience initiatives and make data-driven decisions.

Qualifications:

• Bachelor’s degree or higher required

• Experience leading leaders required.

• 5 years’ experience leading a customer experience organization.

• Experience in customer experience transformations.