Overview:

Feit Electric, a leading lighting and smart home product manufacturer, is seeking a dynamic and organized Director of Customer Service and Technical Support. This pivotal leadership role demands a strong emphasis on digital self-service and a solid understanding of information technology solutions. The Director will be responsible for elevating customer satisfaction, driving efficiency through process improvements and technological innovations, and ensuring a seamless customer experience. The position involves overseeing the customer service team and outsourced vendor partners, with responsibility for multiple customer segments and brands.

Responsibilities:

1. Leadership and Team Management:

• Lead and inspire a global team of professionals in Australia, India, and the United States.
• Foster a culture of continuous improvement, innovation, and customer focus within the team.

2. Talent Development:

• Hire, develop, and mentor support team members, fostering a culture of excellence and exceptional customer experiences.
• Optimize coverage and scheduling, create programs to motivate and assess team performance.

3. Performance Analysis and Improvement:

• Analyze department performance and proactively implement strategies to enhance quality, productivity, and profitability.
• Address training and development needs and corrective action issues as required.

4. Process Optimization and Automation:

• Monitor key work processes, such as order management, warranty returns, claims, and technical support workflows.
• Implement corrective actions to ensure performance and quality.
• Establish scalable processes, workflows, and automation for effective, low-friction, responsive support.

5. Digital Self-Service Implementation:

• Partner with stakeholder groups to design and implement a best-in-class customer self-serve digital experience, leveraging generative AI for a low-friction experience.

6. Technology and Innovation:

• Stay abreast of emerging technologies and trends in information technology to continuously improve support capabilities.
• Oversee the development and implementation of digital tools and platforms to enhance the customer experience.

7. Cross-Functional Collaboration:

• Collaborate with other departments, including product development, marketing, and sales, to ensure a unified and consistent customer experience.
• Provide insights from interactions to inform product development and implement service enhancements.

Requirements:

• Bachelor’s degree in Business, Information Technology, Engineering or a related field.
• Proven experience (7 years) in a leadership role managing a global customer service and technical support team in consumer goods.
• Strong background in customer support information technology platforms and a deep understanding of digital self-service solutions.
• Demonstrated success in implementing innovative customer service strategies and technologies.
• Honest, hardworking, self-motivated team player with strong analytical and problem-solving skills.
• Excellent interpersonal and communication skills (oral and written).
• Strong attention to detail, organizational skills, and ability to thrive in a fast-paced environment.

Additional Details:

• Onsite position at Headquarters in Pico Rivera (Los Angeles), CA.
• Occasional early mornings or late nights may be required to connect with teams in other countries.
• Salary range: $110,000.00 to $130,000.00 annually.

Job Type: Full-Time

Benefits:

• 401(K)
• Dental Insurance
• Health Insurance
• Life Insurance
• Vision Insurance
• Paid Time Off