Director Of Customer Experience And Training Jobs in California

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

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

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