Director Of Customer Experience And Training 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.

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

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

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

Supervisory and/or management experience required

8-10 years of advanced working knowledge and experience with performance-based training and/or customer experience training

Minimum 7 years as a supervisor or manager providing direction for exempt employees and/or contractors.

5+ years of advanced working knowledge of automobile dealership operations (Sales or Service).

Experience with automotive customer satisfaction surveys (SSI, CSI, IQS, etc.)

Hospitality experience is a plus

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

You’re human-centered to the core. You truly understand people and are fueled to deliver experiences tailored to suit their needs.

Top of market pay. Along with a full benefits package including health, dental and 401k.

You’re up for the challenge. When others want to run for the hills, you want to dive deeper.

Build high-performance, customer-centric service teams by recruiting, training and developing rock-star customer care and technical support representatives.

Plus many more. Additional perks include daily catered lunches, team activities, paid holidays and vacation time, bonuses and much more.

Gather feedback from homebuyers through direct communications and surveys to learn about the experience through their eyes.

To lead the development, implementation, staffing, and management of

Create company wide goals to improve customer experience.

Build systems, processes, feedback loops within company and trades to streamline the customer experience across all departments.

Work with company department to identify, collaborate, and address systemic issues affecting customer experience.

best of class service experience

Superior managerial and diplomacy skills.

Champion opportunities to consistently Improve the Service Oklahoma experience

Aligning customer experience strategies with marketing initiatives and informing customers about new product features and functionalities.

Identifying customer needs and taking proactive steps to maintain positive experiences.

5+ years of progressive experience in customer service, customer relations, or customer experience design

Superior verbal and written communication and interpersonal skills.

Be the voice of the customer at FINESSE - tracking customer sentiment, understanding pain points, and developing plan to improve experience

Establish and evangelize standards and best practices to ensure the best customer experiences possible

Senior leadership experience in a consumer customer support environment

Experience navigating voice, email, social media and chat customer care channels

Experience building a top-notch customer support function & team from scratch - with a deep understanding of building implementable processes

Direct experience with implementing technology transformation initiatives

Supervisory and/or management experience required

8-10 years of advanced working knowledge and experience with performance-based training and/or customer experience training

Minimum 7 years as a supervisor or manager providing direction for exempt employees and/or contractors.

5+ years of advanced working knowledge of automobile dealership operations (Sales or Service).

Experience with automotive customer satisfaction surveys (SSI, CSI, IQS, etc.)

Hospitality experience is a plus

10+ years of industry experience with 5+ years of CX management/leadership experience

Collaborate with cross-functional teams to develop the overall customer experience strategy for customers throughout various stages

Utilize customer insights and data to systematize recommendations that will drive best-in-class customer experience

Experience managing CX teams in a fast-paced environment

Strong analytical skills and acumen

Experience with CSAT, NPS, etc.

5+ years experience in a customer facing managerial role

Experience with customer onboarding/implementation for a B2B SaaS environment

Experience building and scaling processes in a startup environment

Experience running a cross-functional team

Education Stipend towards professional development

Education Stipend towards your professional development

Experience in order processing/management and informed as to how technology can improve such processing

A seasoned CX leader, experienced with growing an efficient organization that both answers customer inquiries and processes customer orders

An empathic, growth-oriented manager who coaches their team to execute successfully against a roadmap they set

Extensive knowledge of how best to partner with offshore outsourced CX teams

5-7 years experience in customer service and/or operations at a high growth company

You will build out sustainable training programs to most effectively scale our CX organization across both internal and outsourced teams

Strong leadership and people management skills, with experience in recruiting, hiring, and nurturing top talent

Lead and own the overall Customer Experience & Support organization, ensuring exceptional support for our growing customer base

Manage support relationships with corporate partners as needed

At least 10 years of experience in customer experience/support roles, with a minimum of 5 years in a senior leadership position

Demonstrated success in scaling customer experience organizations, preferably in the technology or financial services industries

Experience working cross-departmentally to drive user-focused initiatives

Subject matter expert with 10+ years of hands-on experience and comprehensive knowledge of customer experience with measurable results

3+ years’ experience managing others

Understanding of the customer experience digital ecosystem (e.g., CRM, DXP, My Account, CPQ, Marketing Automation, eCommerce)

Bachelor's Degree required; Master’s preferred

Strong understanding of sales, marketing and customer service processes and best practices

Client orientation with a natural disposition towards collaboration

Excellent problem solving, project management, interpersonal and organizational skills

Collaborate with Marketing to ensure proper lead management processes, metrics, and policies and work that aligns with Strategic Plan

Bachelor’s degree in Finance, Marketing, or related distribution/end-user business

Extremely proficient with Excel and PowerPoint skills, data analytics and concise report outs

Experience with some data warehousing, SQL - business applications preferred.

Customer experience methodology – Driving enhanced connectivity to the customer/marketplace