Director, Customer Operations

Job Description : DUTIES

• Build and implement a vision focused on providing a best-in-class customer experience across multiple different customer support segments.
• Bring together all elements that provide customer facing experiences including fulfillment, sales support and account administration to ensure all teams are focused on providing exemplary customer service while utilizing proper policies, procedures and tools to ensure customer satisfaction is met and measured.
• Lead, develop, and coach customer experience teams across multiple countries to build successful relationships and deliver an exceptional customer experience.
• Utilize data and analytics to identify trends, make informed decisions, and drive strategic initiatives that drive customer satisfaction and improve retention.
• Establish performance objectives, monitor team performance, and provide feedback to team to improve. Responsible for the development and continuous improvement of the function.
• Allocate department resources as necessary between front office, back office, and other support teams utilizing real time incoming call and support ticket data.
• Build out new policies and procedures and review / update existing ones to ensure the proper business processes are being followed and the needs of our internal / external customers are being met.
• Identify system and workflow improvements to enhance the team's efficiency.
• Work jointly with internal departments to coordinate customer experience initiatives dealing with, returns, warranties, and new product launches to set expectations that meet customers' needs.
• Becomes the main point of contact for escalated customer complaints, concerns, and feedback. Will be expected to analyze escalated issues and quickly determine the appropriate business response.
• Maintain a good working relationship with internal support teams by adhering to existing processes and working with the teams to improve processes and communication as needed.
• Collaborate with Sales, Marketing, Product Management, and IT to ensure that the voice of the customer is represented in key customer impacting projects.
• Create an environment that encourages employee engagement and fosters innovative ideas on process improvement.
• Maintain professional and technical knowledge by tracking emerging trends in call center operations management and identifying best in class technology and processes.
• Other duties as assigned.

REQUIREMENTS

XPEL is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.