Director Customer Experience Center Jobs

We Offer The Following Benefits And Perks

Hire and lead a national team of Experience Partners. Influence the recruiting, hiring, onboarding, and retention.

Act as a champion for the seller and buyer experience.

Own performance for Experience Partners across the entire company, communicating and reporting to executives on business unit performance.

Protect and grow our core customer experience and brand loyalty metrics.

Identify and improve operational gaps negatively impacting customer experience and work cross-functionally to correct them.

* Knowledge and experience in account management, order processing, fulfillment procedures, sales, and logistics.

* Defining and optimizing customer experience lifecycle, owning end-to-end order management.

* Strong management and leadership skills, with communication and interpersonal skills to motivate leaders and team members.

* Working with sales management to align strategies, coverage plans, and account dynamics.

* Bachelor's degree with 5-7+ years of experience leading teams in a customer service or sales environment.

* Managing Product Number Codes and Price Lists.

Must have 5+ years of Customer Experience and management experience in a direct-to-consumer environment

Manage Customer Experience Department activity and performance

Oversee the Customer Experience Department, including onboarding, training/development, and scheduling

Define and implement Customer Experience training programming

Support customers by providing a world-class customer experience, anticipating their needs and providing simple and supportive guidance

Strong written and verbal communication skills

Excellent time management and planning skills

Experience running ITSM tools (Specifically Incident/Problem, Change, Asset Management)

Certifications in IT Service Delivery, Project Management, or Business Process Analysis

3 years’ experience with Project Management and/or Business Process Analysis

IT Governance, Partner Management, Metrics and Reporting, Service Management, and Operational Planning and Management

3 years’ experience working in a higher education setting

Bachelor's Degree in business, healthcare, marketing or related field or combination of post high school education and related experience.

10+ years of related CX and/or consumer insights experience, 5+ years of which have been in a leadership role.

Experience applying statistical analysis and data visualization to generate actionable insights and opportunities to optimize the member experience.

Proven leadership skills (both team building and the ability to lead cross-functional teams).

Experience with Voice of the Customer technology and testing platforms (Qualtrics, Medallia, Feedback Loop, User Testing etc.).

IT, digital, or performance marketing experience

Executes credits/rebills in close association with Finance and Inventory Management groups

Experience working with all levels of management and with key business stakeholders.

Assist with creation of sales and invoice management systems (CRM) and processes

Work with sales and other internal actors to create after sales service processes and systems and manage such

Propose and manage incentive programs and fulfillment options

Minimum of 10 years agrochemical experience in a similar position

Assists in the development and management of a multi-million-dollar department budget.

Ability to implement and execute execution (time management, multi-tasking, organizing projects and people).

Builds and leads a team of experts in customer experience with a focus on customer delight.

Manages third party relationships with vendors and approves department invoices to ensure seamless integration of platforms.

Drafts, implements, and executes policies and procedures to facilitate a quality customer experience.

Leads new projects based on organizational goals in conjunction with project managers.

Develop and manage an inspection process to ensure campsites are up to Ramble standards throughout the season.

Manage daily housekeeping/groundskeeping staff; in addition to attracting/retaining staff when needed, this includes posting ads on craigslists for example.

Manage daily housekeeping/groundskeeping staff schedule for the campground.

Manage and field customer services requests through Zendesk and other channels in a timely manner.

You have at least 5 years of experience managing multiple facilities simultaneously.

You have experience with Zendesk or similar customer service ticketing system.

Experience setting strategic plans, improving processes and change management

Computer proficiency, strong typing and data entry skills, demonstrated attention to detail and excellent organizational skills.

Ability to learn and use laboratory management systems.

Drive broader product adoption, customer outcomes and customer experience through optimized service processes

Operate in compliance with all regulatory requirements and company policies.

Ideally, experience launching new technologies or innovations in client service / laboratories.

Stay up-to-date on industry trends, and best practices in customer experience

Proven professional with 6+ years of experience as a Customer Experience / Support leader in an Enterprise SaaS environment

Outstanding facilitation, brainstorming and collaboration skills

Skilled in providing purposeful leadership and clear sense of direction to cross-functional and virtual teams in a scaling environment

Fully dedicated learning and development team that provides opportunities for our employees to hone and gain new skills

Director of Customer Experience, Americas

Strong organizational and project management abilities.

Proficiency in customer experience management tools and platforms, Gladly a plus

Develop, manage, and execute customer experience strategies to drive customer satisfaction, NPS, and intense affinity for ROKA

Audit, recommend, and implement tools/techniques/technologies to manage and measure customer experience

Demonstration of a high level of organization with very strong attention to detail, data management, and reporting insights

Map customer journeys across categories and products to develop priorities for customer-facing teams and digital experiences

Bachelor's Degree in business, healthcare, marketing or related field or combination of post high school education and related experience.

10+ years of related CX and/or consumer insights experience, 5+ years of which have been in a leadership role.

Experience applying statistical analysis and data visualization to generate actionable insights and opportunities to optimize the member experience.

Proven leadership skills (both team building and the ability to lead cross-functional teams).

Experience with Voice of the Customer technology and testing platforms (Qualtrics, Medallia, Feedback Loop, User Testing etc.).

IT, digital, or performance marketing experience

·Provide direction on optimum set-up, processes and practices for capability management across deliverables across markets

·Cross-disciplinary sales, marketing and medical communications asset production and process management

Hybrid work schedule in East Hanover, NJ (3 days/week onsite; 2 days/week Remote)

·Act as expert on staffing model to support efficiency to upskill and coach operations colleagues globally

·Experience in enabling the connection between strategy and execution

·Coordination of insights gathering across sources

Bachelor’s Degree in relevant field or equivalent knowledge/experience

Develop capabilities of a large team through coaching, counseling, and providing growth opportunities

7 years of progressive experience in leadership roles, overseeing large workgroups with cross-functional teams

5 years of product model experience

Experience with airport operations technology and processes

Ability to make and influence decisions through outstanding interpersonal, collaboration, and negotiation skills

A bachelor’s degree and 3-5 years’ experience in project or program management.

Assist with management of change requests including prioritization, impact assessment, documentation, and implementation as required.

Demonstrate strong communication and decision-making skills with the ability to lead and manage integrated initiatives.

Manage projects and requests in support of the voice of the customer and digital transformation initiatives.

Strengthen relationships between internal stakeholders and develop in-depth knowledge of our tools and support model for each.

Demonstrated experience as an informal leader with a track record of initiating, leading, and managing complex initiatives.

Experience working on transformational programs or change management initiatives

In-depth knowledge and experience with a relevant service design discipline (System Design, Business Design, Industrial Design, Graphic Design, Interaction Design)

Work with program management to issue regular status reports and trouble shoot problem areas.

Design for both the target user’s experience and for our brand teams to implement and scale

Serve as an advisor to the greater team in developing support offerings for pharmaceuticals.

Solid understanding of the entire development process and our Company’s capabilities in this process.

Strong project management skills and the ability to manage multiple projects simultaneously

Experience with learning management systems (LMS) and other learning technologies

Bachelor's degree or equivalent experience

8+ years of relevant experience

Experience as a leader in a global organization is preferred but not required

Strong knowledge of instructional design principles and adult learning theories

Experience developing content for webinars and customer education, designing onboarding sequences and architecting Help Center content to educate customers

Lead strategic, cross-functional initiatives and play a leading role in defining the broader strategy for the customer experience organization

5+ years of advertising operations experience

Significant prior experience defining and implementing strategy for customer facing and operations heavy teams with a focus on efficiencies 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 Salesforce, Salesforce Service Cloud and Gainsight

Experience developing content for webinars and customer education, designing onboarding sequences and architecting Help Center content to educate customers

Lead strategic, cross-functional initiatives and play a leading role in defining the broader strategy for the customer experience organization

5+ years of advertising operations experience

Significant prior experience defining and implementing strategy for customer facing and operations heavy teams with a focus on efficiencies 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 Salesforce, Salesforce Service Cloud and Gainsight

Experience developing content for webinars and customer education, designing onboarding sequences and architecting Help Center content to educate customers

Lead strategic, cross-functional initiatives and play a leading role in defining the broader strategy for the customer experience organization

5+ years of advertising operations experience

Significant prior experience defining and implementing strategy for customer facing and operations heavy teams with a focus on efficiencies 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 Salesforce, Salesforce Service Cloud and Gainsight