What are the responsibilities and job description for the Director of Customer Experience position at Michael Page?
About Our Client
My client is a growing materials and design company, offering innovative technology and products. They are PE backed, and hoping to double in size in the next 2-3 years.
Job Description
- Develop and implement a roadmap to enhance learning and coaching for the growing workforce, using agile methods to prioritize initiatives and track progress.
- Collaborate with Experience and Sales Executives to understand their goals and identify performance gaps.
- Measure the performance of new hires and learning groups, as well as evaluate quarterly initiatives within your team.
- Continuously improve the knowledge base and QA scorecard to enhance support services.
- Ensure in-house and vendor teams meet quality standards and provide feedback for improvement.
- Use instructional design expertise to create engaging learning modules that support team development and competency at all levels.
- Lead strategy and vision across four areas : Learning and Development, Training, Knowledge Management, and Quality Assurance.
- Redesign the onboarding process to speed up new hires' proficiency, making it engaging and effective using instructional design principles.
- Create a strategy for scalable knowledge management as the company grows.
- Introduce an insights program to improve visibility into quality assurance performance for both teammates and leaders.
- Innovate the learning and coaching framework to deliver top-quality results from teammates, enhancing both virtual and in-person training programs.
- Extensive expertise in learning, instructional design, knowledge management, and QA within large support teams.
- Strong strategic perspective on learning and QA solutions to empower teams to excel.
- Experienced in applying instructional design principles to create impactful, learner-centered content and experiences.
- Thrive in dynamic, cross-functional environments, adept at balancing and negotiating competing priorities.
- Goal-oriented, acting with urgency and focus to drive desired outcomes.
- Experienced in building teams and processes from the ground up, comfortable with attention to detail.
- Passionate about delivering exceptional, scalable client experiences aligned with business goals.
- 5 years of experience in call center operations, training, support, or related fields, with a strong background in instructional design.
- Ability to travel as needed for on-site training and meetings.
- Health, dental, vision benefits
- 401k match
- Opportunity to travel
- Brand new office!
MPI does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual's status in any group or class protected by applicable federal, state or local law. MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants.
The Successful Applicant
What's on Offer
Contact
Nina Toscano
Quote job ref
JN-012025-6639696
