Director of Customer Experience

Handicare Saint Louis, MO
OVERVIEW: The Director of Customer Experience provides strategic direction and organizational design, guidance, support, training, real time metrics and development to all aspects of the internal lead to ship customer experience. This is achieved through the evaluation, education and motivation of the lead generation, customer service, technical service and shipping departments throughout North America, ensuring that our customer and company defined goals and objectives are met. This position is responsible for all internal, customer facing departments and processes.


* Provide strategic direction and create real time metrics to ensure high quality and efficient performance consistent with customer and company expectations and standard

* Develop and implement customer order to shipment process, supporting documentation and training materials pertaining to every department department.

* Provide all aspects of support to customers and field employees.

* Prepare and present departmental metrics pertaining to customer satisfaction through supporting objectives and employee evaluation.

* Listen and facilitate resolution to field needs and issues.

* Maintain employee activity schedule.

* Maintain industry leading phone, order intake, tech service support and shipping accuracy and timeliness.

* Continuous development and maintenance of field instruction manuals.

* Interview, hire, evaluate and support North American customer facing employees.

* Travel to hub locations to audit, train, develop, mentor and ensure compliance and effectiveness of team.

* Work closely with the sales organization to insure competitive metrics are maintained in order to support sustained YOY growth exceeding market growth. (10%+ annually)

* Work closely with Hub managers providing metrics, training, leadership and performance rankings to insure industry leading customer satisfaction in the lead to shipment experience.

* Travel to out of state Hub sites as needed to insure achieve customer satisfaction metrics, travel required up to 30% - 50% of the time.

* Manage to both a sales (lead generation) and cost budget for departmental expenses

* Responsible for attaining website lead generation revenue to planned levels and achieve significant YOY growth targets through internal salesforce.

* Additional responsibilities as requested or required


* Manages and motivates North American staff through Hub Managers (including, hiring, terminations, performance management, etc.).

* Assess staffing needs and performs some recruiting duties.

* Train, direct and appraise staff.

* Make daily schedules for proper manpower utilization

* Plans and organize workload and staff assignments.

* Issues written and oral instructions; assigns duties and examines work for exactness, neatness and conformance to policies and procedures.


* Balances team and individual responsibilities.

* Writesclearly and informatively

* Treats people with respect

* Is consistently at work and on time.

* Follows instructions, responds to management direction

* Commits to long hours of work when necessary to reach goals

* Reacts well under pressure

* Treats others with respect and consideration, regardless of their status or position

* Demonstrates accuracy and thoroughness

* Meets productivity standards

* Determines appropriate action beyond guidelines


* Ability to read, analyze and interpret documents such as safety rules, operating and maintenance instructions and procedural manuals. Ability to write reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.

* Fluency in Spanish is preferred.


* Bachelor's Degree (B.A. / B.S.) from a four year college or university and 5-10 years of related experience in customer experience oversight, along with 5+ years of management experience; or equivalent combination of education and experience.


* Valid U.S. Driver's License.


* Basic proficiency in Microsoft Word, Excel, PowerPoint and Outlook is required. Proficiency with ERP system, such as Microsoft Dynamics AX 12 is preferred.


* Theemployee may occasionally stand, walk, stoop, kneel or crouch during shift. Employee will be required to regularly sit, use hand to finger, handle, feel and reach with hands and arms. Employee must be able to occasionally lift, push, pull and or move up to 50 lbs.


* This position may travel up to 50% of the time.


* This position works in an environment with moderate noise levels.


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