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Director Customer Experience

Company: Patrick Allen Group
Location: Boise
Posted on: June 25, 2022

Job Description:

Our client, a leading-edge manufacturer and producer of detoxification health supplements and lifestyle programs, has an immediate opening for a Director of Customer Experience. This position will be responsible for the the day-to-day activities of our account management and customer support teams. High management acumen is required with a background leading and managing teams in a call center environment.Local candidates only, no H1B or TN sponsorships. Relocation will be considered on a case-by-case basis.Essential Duties and Responsibilities:

  • Manage the day-to-day activities of account management and customer support teams
  • Develop, track, monitor, and manage KPIs.
  • Monitor and manage the workflow between teams to keep account management focused on strategic initiatives and customer support
  • Evaluate the needs across teams and provide overall recommendations for tools and programs that will increase productivity, efficiency, cSAT, and NPS.
  • Oversee the implementation of a robust subject matter expert program
  • Enhance and expand ongoing training opportunities of team members.
  • Work with HR to ensure proper staffing levels across teams.
  • Consistent collaboration with affected teams (Sales, Communications, Operations, etc.) to ensure proper messaging around promotions, products, launches, etc.Qualifications:
    • Five plus years of wellness industry experience is required
    • Prior experience managing 10 to 15 direct reports
    • Customer Service Team management experience (2+ years preferred)
    • A prior background providing structure, oversight and leadership to customer facing teams
    • Excellent strategic thinking/visioning
    • Strong ability to motivate teams and connect day-to-day work with the overall mission.
    • Must be able to motivate and drive to move things forward with minimal direction.
    • Strong communication skills is requiredCompensation: $80k - $90KQuestions? If you have any questions, contact Dale via LinkedIn at http://www.linkedin.com/in/dalepcorreaThank you for your interest!

Keywords: Patrick Allen Group, Boise , Director Customer Experience, Executive , Boise, Idaho

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