Customer Experience Director

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.

Job Summary
Responsible for the day-to-day operations of the Customer Experience Contact Center for our Strategic Business Accounts Customers. Executes the CE strategy with a focus on achieving key quality and productivity performance metrics for voice and chat while creating and implementing strategies that ensure the best possible customer experience. Directs the development, implementation, and execution of organization and Customer Experience efforts as well as related initiatives designed to enhance overall Customer Experience results, customer engagement and retention.

II. Essential Duties and Responsibilities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.

• Meets or exceeds all contact center financial and performance metrics, including efficiency, quality and attrition goals.
• Monitor and evaluate customer service performance metrics such as response time, satisfaction ratings, and issue resolution rates to identify areas for improvement
• Define required staffing needs; oversees recruiting, screening and hiring of employees
• Manages relationship with Sales Leadership to drive customer service, customer engagement and customer retention.
• Identifies specific areas of opportunity across the business for enhancing our customer experience by obtaining and understanding customer analytics, diagnosing improving customer experience best practices across the organization and determines how to best leverage into the overall business
• Contribute to strategies and projects that improve customer experience and optimize the business to drive Customer Experience Organization toward best in class performance.
• Champions a People First culture of employee coaching, engagement and empowerment while focused on reduced attrition.
• Represents the needs of the customer and the CE organization on key corporate initiatives and coordinates successful project implementation.
• Identifies best practices across the organization and determines how to best leverage into the overall business.
• Manages end-to-end delivery of multiple key projects that will have a positive impact on the business.
• Works closely with operations and sales to ensure integration with other key business processes and initiatives.
• Ensures performance management programs are executed and that goals are being met consistently.
• Develops project budgets, plans and strategies that support the Customer Experience goals.
• Develop and implement customer service policies, procedures, and standards
• Monitor and analyze customer feedback and develop plans to improve customer experience
• Liaise with other departments to ensure customer needs are met
• Train and mentor customer care staff on effective communication and problem-solving techniques

III. Supervisory Responsibilities
The highest level of supervisory skills required in this job is the management of managerial employees. This includes:

• Direct supervision of 5 Managers
• Indirect supervision of 200 US contact center employees and 130 Offshore (India) employees.

IV. Qualifications

The requirements listed below are representative of the qualifications necessary to perform the job.

A. Education and Experience

• Education: Bachelors Degree (accredited), or in lieu of degree, High School Diploma or GED (accredited) and four (4) years of relevant experience.
• Experience: Ten (10) years of leadership experience in waste service or other service business; experience must include specific focus on customer service (in addition to education requirement).

B. Certificates, Licenses, Registrations or Other Requirements

• None required.

C. Other Knowledge, Skills or Abilities Required

• Strong leadership and communication skills, the ability to problem-solve and think creatively, and a deep understanding of customer behavior and satisfaction.
• Strong project management skills; working knowledge of group infrastructure
• Experience in leading/motivating large, diverse workforce; must be able to build camaraderie/trust

IV. Work Environment
Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

• Work in office minimum of 4 days per week in a Hybrid Capacity
• Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc.) most of the work day;
• Required to exert physical effort in handling objects less than 30 pounds rarely;
• Required to be exposed to physical occupational risks (such as cuts, burns, exposure to toxic chemicals, etc.) rarely;
• Required to be exposed to physical environment which involves dirt, odors, noise, weather extremes or similar elements rarely;
• Normal setting for this job is: office setting.

The expected base pay range for this position across the U.S. is $147,000-$180,000. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate’s relevant experience, education, training, certifications, qualifications, and work location. In addition, this position is eligible for annual incentive pay.