Head of Customer Experience

Head of Customer Experience

Irvine, CA – US

$120,000 - $150,000 USD 401k Bonus of 10% of Base

WOW Recruitment is seeking a Head of Customer Experience to join Bromic Heating’s dynamic North American team!

This addition is seen as critical for their continued growth and success.

You will play a crucial role in collaborating closely with Regional General Managers, Supply Chain, Marketing, Sales, and IT teams to define and execute processes, drive efficiency, and achieve key metrics.

As well as engaging with third-party logistics providers, partners and customers to ensure seamless service delivery.

Role and Responsibilities:

• Maintaining exceptional customer experience by optimising efficiency, promoting teamwork, and building strong professional relationships across the business.
• Ensuring high standards of safety and compliance.
• Define and optimize processes for call handling, technical support and design service teams.
• Ensure customer queries and product installations are handled promptly.
• Deliver call centre key metrics.
• Lead operational execution of lead management processes to support regional GM and sales teams.
• Ensure design services are aligned with customer requirements and sales specifications.
• Define and implement processes and systems to ensure consistency across regions.
• Work with IT to deploy tools and platforms that enhance operational efficiency and reporting.
• Drive organizational change to implement growth strategy in line with global process framework.
• Analyze performance metrics to identify improvement opportunities and implement solutions.
• Provide regular updates to senior management on operational performance, customer satisfaction, and supply chain alignment.
• Partner with global and regional teams to align operational goals with business objectives.
• Act as the point of contact for resolving escalations related to operations, customer support, or delivery issues.
• Demonstrating similar values to Bromic: People / Accountability / Integrity / Performance / Innovation / Customer Focus.

About You:

• Minimum 5-8 years of experience in customer support, technical services, or operations in a global environment.
• Proven success in managing call centres, technical support, or design services teams.
• Experience in global supply chain coordination and demand/supply planning processes.
• Bachelor’s degree in Engineering, Operations, Supply Chain, Business Administration, or a related field (Master’s degree preferred).
• Builds a successful and capable team: identifies development needs of team members
• Proficiency in using ERP and supply chain planning tools.
• Takes Action: makes things happen, generates activity.
• Responds effectively to audience: adapts communication to suit audience, engaging.
• Resolves conflict with others: not afraid of challenges discussions, manages disagreements with tact and diplomacy.

Interested?

If you would like to be considered for the Head of Customer Experience position, please apply directly or email brad@wowrecruitment.com.au at WOW Recruitment for more information.