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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