Director, Customer Engagement Center

https://us231.dayforcehcm.com/CandidatePortal/en-US/sufs/Posting/View/668

Position Overview

The Director, Customer Experience reports to and collaborates with the Senior Director, Customer Experience to lead initiatives related to providing customer delight for families, schools, & service providers. Responsible for supervising a team of senior managers, the Director, Customer Experience will support the Senior Director, Customer Experience as the leader in building a successful Customer Experience organization and Customer Engagement Center.

Essential Functions

• Builds and leads a team of experts in customer experience with a focus on customer delight.
• Collaborates with Operations, Risk, Information Technology (IT) and Finance to provide and request feedback on customer escalation topics.
• Oversees the interactions and supports of escalated customers in the form of social media, email, chats, calls and in-person situations.
• Actively participates in the Leadership team(s) for continuous improvement and operational functions related to all initiatives.
• Serves as resource for other SUFS staff as needed.
• Contributes to a data-driven culture to collect feedback from stakeholders in a model of continuous improvement.
• Drafts, implements, and executes policies and procedures to facilitate a quality customer experience.
• Assists in the development and management of a multi-million-dollar department budget.
• Refines and establishes customer support resources for families, schools, and service providers.
• Stays abreast of industry developments and innovative solutions that will drive greater effectiveness for SUFS.
• Works collaboratively with departments to establish regular communication to families, schools and service providers.
• Works with support departments to ensure staffing strategies are effectively executed.
• Supervises and supports team members in their areas of responsibility.
• Supervises and evaluates staff.
• Demonstrates the organizational culture through both behavior and attitude.
• Manages third party relationships with vendors and approves department invoices to ensure seamless integration of platforms.
• Establishes service level agreements (SLA) with the enterprise and vendors to ensure the customer is supported accurately and timely.
• Oversees the delivery of the Customer Engagement Center, including establishing, monitoring, and communicating performance metrics.
• Identify gaps across the Customer Engagement Center and present solutions to align with organizational goals and metrics.
• Leads new projects based on organizational goals in conjunction with project managers.
• Builds relationships and demonstrates ongoing collaboration and coordination with SUFS staff, schools, and community partners.

The above is not an all-inclusive list of duties performed by this job title, only a representative summary of the primary duties and responsibilities. Incumbents may be required to perform other additional duties as assigned.

Minimum Qualifications

• Significant experience in building and leading customer experience teams.
• Ability to simplify complex situations and focus on value & effectiveness.
• Proven track record of building strong relationships and achieving influence, both internally and in senior partner relationships.
• Strong leadership skills and a proven ability to attract, develop, retain, & motivate a team.
• Bachelor’s Degree in business or related field or appropriate experience.
• Minimum of 7 years’ experience customer service and/or customer experience type positions and growth-oriented business setting including previous leadership experience.
• A history of defining ambitious goals and establishing priorities to ensure results.
• Previous experience managing large contact center operations.
• Experience working with outsourced partners is a plus.

Knowledge, Skills & Abilities

• Ability to manage time and diverse activities under deadlines while delivering quality results.
• Strong organizational skills and attention to detail; ability to follow through.
• Ability to implement and execute execution (time management, multi-tasking, organizing projects and people).
• Interpersonal skills; negotiating, listening, diplomacy and tact.
• Judgment and decision making; problem solving.
• Ability to supervise others.
• Work well under pressure, professional demeanor, and strong communication skills (verbal and written).
• Ability to use existing technology to achieve desired results.
• Strong Cognitive Emotional Management