Director Of Customer Care

We are looking for a Director of Customer Care who is a strong leader and can drive a positive culture. Drive change and results, but also be a positive leader. Identify needs from the team (additional training, resources, etc.).

Must have:

• Timeframe to fill and start: June / Mid-June or towards the end (a little sense of urgency)
• Commercial Fitness Equipment experience, either in a manufacturing environment or B2B.
• Hybrid (doesn’t need to report to the headquarters frequently) Travel might be once a month and to other locations (Orangetheory). Travel might be intense in the beginning (back and forth) but then quarterly.
• Remote position but will need to be available to work at our Logan, UT headquarters frequently
• Customer Care Experience.
• Department (30 people) oversees the whole function but won’t be responsible for setting relationships. Will have other leaders assisting with that.

SUMMARY

We are currently seeking a motivated individual to join our team as the Director of Customer Support for the Commercial Division. This individual will be a value-added business partner to the VP of Customer Care, the VP of Operations, and the Commercial Leadership Team. With a primary responsibility to develop and lead an end-to-end Commercial support function which includes order management, delivery, parts & service support, and all other support functions.

This individual will direct and scale the support function for various B2B partners and customers. With a focus on building a best-in-class team of support professionals and technical specialists to ensure an excellent customer experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Participate in strategic planning, and create department goals to support the company objectives (ability to act tactically and think strategically).
• Identify staff training, and development needs, creating and facilitating the training and development of all team members
• Continuously define strategy and goals for the entire Customer Support function for the Commercial business division
• Manage labor and service budget for the Commercial business division
• Develop, execute, and report key KPIs, reporting to internal leadership and B2B partners on ongoing product performance
• Cross-functional collaboration with Quality, Operations, Engineering and Sales teams in identifying and resolving top customer issues
• Build relationships with B2B partners, being a key point of contact for service and product issue resolution
• Be a leader who drives a positive, inclusive culture. Someone who drives changes and has a proven track record of successfully leading teams

EDUCATION and/or EXPERIENCE

• Knowledge or experience with Android device software is a plus
• Experience in the commercial fitness industry
• Experience working with electromechanical products is a plus
• Experience in B2B support function
• Excellent written and verbal communication skills
• 5+ years of leadership experience
• Previous successful management of a high-volume support center or team
• Natural problem solver, possessing the ability to dive into the minute details of a problem while maintaining the ability to communicate high-level objectives to upper management
• Ability to communicate with and provide influence to internal teams and external partners