Dir, Ops & Customer Experience

Job Description

JOB SUMMARY:
The Dir, Operations & Customer Experience will lead both the Operations team and Customer Experience team by owning and developing the operational culture, customer service processes and performance improvement initiatives that drive operational efficiencies. This position will develop high functioning teams in Operations and Customer Experience to ensure seamless integration, execution and order processing for channel partners and Original Equipment Manufacturers (OEMs), as well as ensure consumers have the best-in-class experience with their Kenmore and DieHard products.

JOB SCOPE:
The Dir, Operations & Customer Experience is a strategic business partner and operational leader who is responsible for the development and delivery of optimal experience for Brands Channels, OEMs and consumers. This position develops and implements operational processes and procedures to meet key service outcomes for wholesale and retail relationships. This individual establishes effective business partnerships with internal/external stakeholders, supports functions and drives continuous improvement initiatives by identifying operational requirements, including personnel development and technology/resource needs for both B2B and B2C businesses. The role has significant levels of responsibility and accountability for operational delivery of customer experience across multiple customer channels.

SUPERVISION:
Direct : 3 - 5 (Customer Service Managers, Contractors)
Indirect : 6-10 (Kenmore Call Center customer service agents)

REPORTS TO:
Sr Dir, Inventory Management and Operations

Responsibilities/Skills/Experience Requirements

JOB DUTIES/RESPONSIBILITIES:

• Develops clear and accountable measures to drive continuous performance improvement; creates a culture and processes which achieve the business goals and objectives with regards to operations and customer experience
• Leads and manages customer experience escalation team by providing individual feedback, effective use of personal development plans and providing coaching and development opportunities
• Brands single point of contact (SPOC) for operational setup: routing, supply chain, Electronic Data Interchange (EDI) integrations, customer service, shipment preparation, transportation guides and requirements for all Channels and OEMs
• Works cross-functionally to ensure operational excellence: Finance and accounting (channel unit number setup), Sales (warranty policies and procedures), IT (investigate discrepancies between our systems and channel systems to resolve issues), Logistics (channel performance metrics), SHS (new channel PROCID creation for Customer Service tracking)
• Resolves customer service escalations based on service history record (refunds or exchanges)
• Dotted line leadership of Kenmore Call Center; disbursing customer service knowledge sheets, PROCID, customer parameters (which may or may not include the ability to upsell warranty/extended warranty)
• Identifies best course of action to on-board and integrate channels and OEMs which will meet their unique needs and the needs of the Brands business
• Ensures Brands' compliance of all service metrics with channel partners
• Coordinates Customer Quality Issue responses between sales and product management
• Evaluates and continuously improves customer experience operations for all businesses, identifying cost savings by driving quality and consistency
• Performs supervisory functions, including but not limited to, making employment decisions regarding hiring, promoting, demoting and terminating, conducting performance appraisals and coaching and developing associates

JOB REQUIREMENTS:

• Bachelors Degree
• 5-10 years of related experience
• Up to 25% travel
• 18 years of age or older

REQUIRED SKILLS:

• In-depth understanding of customer service, operations, supply chain, order management
• Demonstrates and leads a culture that advocate as the "Voice of the Customer" across the organization
• Strong interpersonal and communication (written & oral) skills to interact effectively with all levels; both internally and externally
• Ability to interface and influence individuals and organizations at all levels outside of span of direct control
• Strong decision-making, problem solving & conflict resolution skills
• Strong business acumen and negotiation skills
• Experience with Imports, Supply Chain
• Ability to develop short-term strategic plans that easily translate into long-term solutions and/or cohesive strategies
• Project management, planning and process improvement experience
• Extensive management experience including developing, mentoring and coaching a team of associates Strong ability to demonstrate self-control by maintaining composure and addressing issues/concerns with great business acumen
• Highly skilled in problem solving and analysis, conveys innovative ideas and can communicate complex theories and issues to senior levels of management
• Leadership experience in a customer-focused environment
• Ability to coordinate with matrix partners in executing resolution to customers

PREFERRED SKILLS:

• Highly skilled in problem solving and analysis, conveys innovative ideas and can communicate complex theories and issues to senior levels of management
• Leadership experience in a customer-focused environment
• Ability to coordinate with matrix partners in executing resolution to customers