Director of Customer Experience
NOCO

Job Info

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Position: Director of Customer Experience

Location: 2440 Sheridan Drive, Tonawanda NY 14150

Schedule: M-F Days (Occasional Sat)

Compensation: Based on experience (discussed in interview)

What We Are Looking For

The Director of Customer Experience (CX) is a significant leadership position within NOCO. This leader is responsible for developing key (CX) strategies and delivering program execution, focusing on enhancing and transforming the customer experience.

The Director of Customer Experience will develop a deep understanding of working with NOCO and our products from a customer's perspective. This individual will lead diverse improvement activities across the company and collaborate closely with all NOCO teams. In this role, you will be the Customer Advocacy Champion, leading NOCO's internal initiatives to support and improve the customer experience through the alignment of resource , as well as our customers to insure a positive experience.

The successful individual will be NOCO's customer champion who wakes up every day thinking about the customers experience and how to make it better. This will be accomplished through the creation and maintenance of strategic improvement plans and through the execution against these plans.

What You Will Do

• Deliver and drive strategies and programs which improve the position and profitability of the NOCO, including all aspects of operational performance, employee engagement, change management, succession planning-talent management activities and stakeholder management.
• Provides day-to-day management and support to customer service and inside sales staff.
• Champion customer-focused culture inside and outside the call center cultivating an environment of trust, teamwork, and ownership.
• Design and build processes, performance expectations, and strategies to cultivate positive, open, and innovative culture.
• Responsible for the center's operational optimization through use of effective metrics for staffing, scheduling, and call volume forecasting.
• Analyze department performance and proactively identify and implement strategies to improve quality of service, productivity, and sales. Recognize performance trends, perform cause analysis, and identify opportunities for improvement adjusting to meet set standards.
• Be the voice of customer and make data-driven decisions to provide thoughtfully tailored solutions to consumer.

• Compile all customer service reporting requirements. Develop and analyzes budgets, reports, and financial data.
• Hire, train, motivate and coach employees as they provide attentive, efficient service to customers, assess employee performance and providing helpful feedback and training opportunities.
• Develop and execute a consultative sales-based training curriculum with industry specific language for new initiatives and programs.
• Review and analyze sales and operational records and reports; uses data to project sales, determine profitability and targets, and identify potential new markets.
• Identify and analyze customer preferences to properly direct sales efforts.
• Effectively manage high volume outbound sales calls.
• Consults with potential customers to understand their needs; identifies and suggests equipment, products, or services that will meet those needs.
• Resolve customer complaints, staffing problems, and other issues that may interfere with efficient customer experience operations.
• Collaborate with executive leadership to develop sales quotas and strategies.

Supervisory Responsibilities

• Build and develop talent on the team, understand employees' career goals and provide coaching to get employees ready for advancement with the Company.
• Supervise and manage performance; ensure tasks are appropriately delegated and completed by monitoring performance and holding employees accountable for meeting expectations.
• Provide ongoing coaching and feedback to staff, deliver corrective action and discipline when necessary, and document all performance issues.
• Ensure employees adhere to company policies and legal regulations, engage HR when appropriate.
• Manage conflict and crisis; proactively anticipate, manage and constructively resolve conflicts and disagreements.
• Hold regular team meetings (i.e. daily, weekly huddle meetings) to communicate priorities, safety, policies, company events, etc.
• Monitor employee time and attendance, minimizing overtime and ensuring that employees do not exceed limits established by regulatory agencies.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required by personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.

What You Will Need

• You have a Bachelor's degree in business or related field or equivalent work experience
• You have 5 years of managing customer experience teams in a call center environment
• You have experience working with cross-functional teams with diverse backgrounds, multiple levels of expertise, and varying opinions to deliver conclusive results
• You have experience (and comfort with) managing projects through uncertainty
• You drive results in a way that makes everyone better. You accomplish ambitious objectives while uplifting the team around you. You're a magnet for team members looking to get better and be successful.
• You work hard and want to have fun while you do so. You celebrate wins and remember to enjoy the journey as we build something iconic.
• You can work both fast and right and don't view them as trade-offs. You understand when things require precision and accuracy and where 80% gets you to the desired outcome.
• You thrive on being pushed and challenged. You communicate effectively both in written form and live / on your feet - you are not fazed by tough questions in the moment.
• You strike the right balance between putting enough work in to share something, but not going off into a corner for weeks at a time to polish something to perfection.
• You operate like an owner and expect others to as well. You take personal responsibility and value personal responsibility in others.
• You check your ego at the door. You are interested in finding the right answer vs. always having the right answer.
• You have strong communication skills, including the ability to persuade senior leadership with strong executive presence.
• You are a self-starter with entrepreneurial skills to uncover and define meaningful opportunities to better serve our customers.

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