Job Description:

Job SummaryWe 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 SalesforceTeam 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.