Job Description

The Customer Experience Director is the strategic and executional leader of the Customer Experience function for the organization. This role will lead the Customer Experience team and strategy to provide an exceptional Customer Experience across all regions/segments. Primary functions include but not limited to: Collaborate within organization, including the Sales team, Product Design & Quote leadership team, and other internal partners to effectively drive the customer experience strategy.

Responsibilities and Tasks:

• Lead and collaborate with Customer Experience Managers to effectively lead and manage the Customer Experience teams, including mentoring, coaching, and people management
• Develop, foster and drive an effective culture with balance of team environment, accountability, and ownership
• Ensure the continuous, on-going improvement of training, processes, and methods to continue to improve the quality of the customer experience
• Build a high performing team that embodies ownership, problem-solving, strategic thinking and customer-orientation
• Directly coach, lead and manage Customer Experience Managers to continue to grow as effective managers and leaders
• Set the tone for the Customer Experience team to embody the Everidge core values “Every Step of the Way”
• Ensure the proper systems, procedures, internal controls, quality standards, metrics, and quality control processes are established and managed
• Adapt to the evolving needs of the business to ensure that Customer Experience function continues to meet internal and external needs
• Learns the industry, company, market, and customer base to ensure success in role
• Foster and drive alignment of goals and strategies of the Customer Experience function and team with the rest of the organizational goals and strategies
• Ensure that the customer experience team collaborates with all other business functions, consistently delivering a great end-to-end customer experience across stages, channels and touchpoints in the customer journey
• Continuously search for ways to optimize the overall customer experience

Education/Experience:

• 5+ years of customer service experience in a strategic leadership position
• Business-to-Business (B2B) Customer Service leadership experience
• Bachelor’s degree or equivalent management experience
• Excellent communication skills, ability to lead teams, customer-centricity, and passion for the customer experience
• Proven problem-solving capabilities in a technical environment, including problem-solving skills required
• Computer proficiency with Microsoft Office, etc.
• Ability to work independently, self-starter but also a strong team player with a can-do attitude
• Proven skills in time management and multi-tasking responsibilities
• Demonstrated ability to be self-directed and an independent problem solver
• Ability to expand work hours to meet deadlines and workload fluctuations
• Experience with CRM software

Physical Effort:

• Ability to sit, stand, walk intermittently for 8 hours
• Ability to work on a PC as required

Benefits:

• Generous PTO
• 9 Paid Holidays
• Medical, Dental, Vision, and Retirement Benefits
• Flexible Work Environment options

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