The Director of Customer Experience will direct and oversee the organization’s customer service operations. The DCE is accountable to develop and implement strategies to ensure customer satisfaction, maintain positive relations, and drive business growth. The DCE demonstrates proficiency in team leadership, learning and mastering internal and industry standard programs, software, and tools to meet client and organizational needs, and maintain a standard of excellence to support organizational growth.
PLEASE NOTE: This position may be a hybrid office/remote position in NY, California, or other locations if the skillset and experience meet the organizational needs. There will be a requirement to meet in company offices when required.
Supervisory Responsibilities:
· Recruits, interviews, hires, and trains departmental supervisory staff.
· Oversees the daily workflow of the department.
· Provides leadership including constructive and timely performance evaluations.
· Establishes service levels and requirements for the department.
· Manages employee relations, evaluation, behavior correction, and job actions in accordance with company policy.
Duties/Responsibilities:
· Strategic Planning and Execution:
o Develop and implement customer service strategies that align with overall business goals, including improving customer experience, enhancing loyalty, and reducing churn.
· Team Leadership and Development:
o Lead and manage a team of customer service professionals, providing guidance, training, and development opportunities to foster a high-performing team.
· Customer Feedback and Analytics:
o Implement systems to collect, analyze, and interpret customer feedback to identify trends, areas for improvement, and opportunities to enhance customer experience. Build strong relationships with key customers to understand their needs and challenges.
· Policy and Procedure Development:
o Create and maintain customer service policies and procedures that are consistent with industry best practices and support effective customer interactions.
· Resource Management:
o Oversee the budget, resources, and technology used by the customer service department to ensure efficient and effective operations. Establishes service levels and requirements for the department.
· Problem Resolution and Escalation:
o Manage and resolve customer complaints and concerns, including escalated cases, to ensure a positive customer outcome. Identifies and recommends updates and expansions to technology, equipment, and policies that may improve customer service and retention.
· Communication and Collaboration:
o Collaborate with other departments, including sales, marketing, and product development, to ensure cohesive customer experience.
· Performance Measurement and Improvement:
o Monitor and analyze customer service metrics (e.g., customer satisfaction, response times, retention rates) to identify areas for improvement and track progress.
· Occasionally work after hours on urgent or critical problems.
· Performs other related duties as assigned.
Required Skills/Abilities:
· Strong Leadership and Management Skills:
o Ability to motivate, coach, and develop a team of customer service professionals. Excellent organizational skills and attention to detail.
· Excellent Communication and Interpersonal Skills:
o Ability to effectively communicate with customers, team members, and other stakeholders.
· Strategic Thinking and Problem-Solving Skills:
o Ability to develop and implement customer service strategies, analyze data, and identify solutions to complex problems.
· Customer Service Expertise:
o Deep understanding of customer service principles, best practices, and industry standards.
· Business Acumen:
o Understanding of business goals, strategies, and their impact on the customer experience.
· Analytical Skills:
o Ability to analyze data, identify trends, and measure the effectiveness of customer service initiatives.
· Technology Proficiency:
o Familiarity with customer service software and tools. Excellent verbal and written communication skills.
· Proficient with Microsoft Office Suite or related software.
Education and Experience:
· Bachelor’s degree required.
· At least five years of related experience required, with prior management experience highly preferred.