National Director of Customer Experience - onsite role
Apply NowCompany: Thomas Scientific
Location: Swedesboro, NJ 08085
Description:
The National Director of Customer Experience develops the organization's customer service strategy and manages the overall performance of people and processes to achieve the highest levels of customer satisfaction. As the leader of Customer Service, the Director liaises with other members of the leadership team to implement the organization's corporate strategy.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Develop and support a strategic vision while taking primary ownership of a consolidated call center strategy to execute a seamless customer experience.
Direct and drive all operations associated with the Customer Service Operation. Implement and review policies, standards, and the operating structure of the call centers located throughout the corporate network.
Responsible for the management and oversight of all customer service teams including to ensure job functions are performed in accordance with Standard Operating Procedures, contractual obligations, and corporate policies and procedures.
Develop effective prescriptive analytics and key performance indicators to inform decision-making and share pertinent data with stakeholders on performance for proactive response. (Net Promoter Score, Time to Answer, Abandon Rate, 1 call resolution, CSR Productivity).
Maintain and improve call center processes by monitoring system performance, identifying and resolving problem, and preparing and completing strategic action plans.
Evaluate ongoing business opportunities and their impact on strategic growth, and leverage data to ensure scalability of operations.
Lead the department in its quest to effectively engage employees and develop pathways for employee development.
Partner with other senior leaders across multiple functional areas to develop strategies and tactical solutions to positively impact progress toward shared business objectives including enhancing the customer experience while controlling costs.
Accountable for annual budgeting, monitoring budget to actual, and justification of budget variances.
Build and manage a team of professionals through employee selection, coaching and development, and performance management activities.
Proactively research and understand industry trends and monitor competitive landscape.
Challenge vendor partners to deliver products that fully engage the employee and customer experience across multiple channels.
Insure ongoing communication regarding changes and decisions with associates and stakeholders.
Communicate in a transparent and timely manner to the senior leadership team as to issues the customer experience team is experiencing and develop viable solutions for such issues.
Conduct and represent self as part of the organization's management team and support organizational initiatives.
Participate in required meetings.
Prepare required reports.
Perform other duties, as assigned.
POSITION REQUIREMENTS
Minimum of a bachelor's degree.
Ability to lead a team and accomplish established departmental goals; create a purpose-driven, service-focused department culture; think conceptually and effectively translate concepts into practical and executable plans; develop and implement strategic operational plans; collect, research, and analyze data; work independently with little direction; meet stringent schedules and time lines; work successfully in a fast-paced environment; work with integrity and ethically; analyze situations accurately and adopt an effective course of action; plan and organize work; train and evaluate the performance of staff; and work confidentially with discretion.
Demonstrated knowledge of Microsoft Word, Excel and Outlook required.
Exceptional written and verbal communication skills.
Interpersonal skills using tact, patience, and courtesy.
Ability to work onsite and travel to satellite facilities up to 25%.
SUPERVISORY RESPONSIBILITIES
This position is responsible for managing a team of customer experience managers and is responsible for the national network of call centers.
PHYSICAL DEMANDS - the physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Typically works in an office environment with adequate lighting and ventilation and a normal range of temperature and noise level.
Minimal physical effort is required. Work is mostly sedentary but does require walking, standing, bending, reaching, lifting or carrying objects that typically weigh less than 10 lbs.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Develop and support a strategic vision while taking primary ownership of a consolidated call center strategy to execute a seamless customer experience.
Direct and drive all operations associated with the Customer Service Operation. Implement and review policies, standards, and the operating structure of the call centers located throughout the corporate network.
Responsible for the management and oversight of all customer service teams including to ensure job functions are performed in accordance with Standard Operating Procedures, contractual obligations, and corporate policies and procedures.
Develop effective prescriptive analytics and key performance indicators to inform decision-making and share pertinent data with stakeholders on performance for proactive response. (Net Promoter Score, Time to Answer, Abandon Rate, 1 call resolution, CSR Productivity).
Maintain and improve call center processes by monitoring system performance, identifying and resolving problem, and preparing and completing strategic action plans.
Evaluate ongoing business opportunities and their impact on strategic growth, and leverage data to ensure scalability of operations.
Lead the department in its quest to effectively engage employees and develop pathways for employee development.
Partner with other senior leaders across multiple functional areas to develop strategies and tactical solutions to positively impact progress toward shared business objectives including enhancing the customer experience while controlling costs.
Accountable for annual budgeting, monitoring budget to actual, and justification of budget variances.
Build and manage a team of professionals through employee selection, coaching and development, and performance management activities.
Proactively research and understand industry trends and monitor competitive landscape.
Challenge vendor partners to deliver products that fully engage the employee and customer experience across multiple channels.
Insure ongoing communication regarding changes and decisions with associates and stakeholders.
Communicate in a transparent and timely manner to the senior leadership team as to issues the customer experience team is experiencing and develop viable solutions for such issues.
Conduct and represent self as part of the organization's management team and support organizational initiatives.
Participate in required meetings.
Prepare required reports.
Perform other duties, as assigned.
POSITION REQUIREMENTS
Minimum of a bachelor's degree.
Ability to lead a team and accomplish established departmental goals; create a purpose-driven, service-focused department culture; think conceptually and effectively translate concepts into practical and executable plans; develop and implement strategic operational plans; collect, research, and analyze data; work independently with little direction; meet stringent schedules and time lines; work successfully in a fast-paced environment; work with integrity and ethically; analyze situations accurately and adopt an effective course of action; plan and organize work; train and evaluate the performance of staff; and work confidentially with discretion.
Demonstrated knowledge of Microsoft Word, Excel and Outlook required.
Exceptional written and verbal communication skills.
Interpersonal skills using tact, patience, and courtesy.
Ability to work onsite and travel to satellite facilities up to 25%.
SUPERVISORY RESPONSIBILITIES
This position is responsible for managing a team of customer experience managers and is responsible for the national network of call centers.
PHYSICAL DEMANDS - the physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Typically works in an office environment with adequate lighting and ventilation and a normal range of temperature and noise level.
Minimal physical effort is required. Work is mostly sedentary but does require walking, standing, bending, reaching, lifting or carrying objects that typically weigh less than 10 lbs.