Customer Experience Director

Pace® Analytical Services; Melville (NY); On-site; USD 100,000 - 150,000; Full time

Job summary

A leading company in analytical services is seeking a Director of Customer Experience who will be responsible for enhancing customer satisfaction, directing customer service strategies, and overseeing all aspects of customer operations. This role requires significant managerial experience and a commitment to improving service delivery processes. The ideal candidate will possess strong leadership skills and a solid foundation in relevant educational disciplines.

Benefits

Travel opportunities

Professional development options

Comprehensive benefits package

Qualifications

• 10 years of customer service experience, 5 years in a managerial role.
• Strong knowledge of customer service programs and practice.
• Experience in budget development and administration.

Responsibilities

• Oversees customer service strategy and operations.
• Implements best practices for service quality and efficiency.
• Manages department budget and resource allocation.

Skills

Customer service principles

Team development

Budget management

Effective communication

Problem-solving

Education

Bachelor's degree in business administration, chemistry, biology, or related field

Job description

Director of Customer Experience

SUMMARY:
Responsible for supporting, developing, and executing strategies to enhance customer satisfaction, streamline service delivery processes, and ensure the highest standards of customer support. This position plays a critical role in driving customer loyalty and retention in their locations.

ESSENTIAL FUNCTIONS:

• Plans, organizes, administers, develops, and evaluates the activities of assigned staff.


• Implements best practices and continuous improvement initiatives to optimize service quality and efficiency.


• Provides oversight of the Customer Experience Managers and serves as an escalation level for the client services teams; handles escalated customer issues and complaints ensuring timely and effective resolution.


• Develops and implements a comprehensive customer service strategy aligned with the Pace and the Analytical Services division's overall goals and objectives.


• Establishes and monitors key performance indicators to measure the effectiveness of customer service operations and initiatives; analyzes data and trends to identify areas for improvement and informed decision-making.


• Participates in the development of customer service policies and procedures; ensures that policies and procedures are followed.


• Develops and manages the department budget ensuring efficient allocation of resources, monitors expenses, and implements cost-saving measures.


• Partners with respective site leaders and sales team members to address client concerns and needs.


• Collaborates with other departments to ensure a seamless customer experience.


• Builds and maintains strong business relationships with key stakeholders, including clients, partners, and vendors.


• Contributes to the efficiency and effectiveness of the department's service to its customers by offering suggestions and directing or participating as an active member of a work team.


• Promotes and supports the overall mission of Pace by demonstrating courteous and cooperative behavior when interacting with customers and staff; acts in a manner that promotes a harmonious and effective workplace environment.

 
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and Experience:

• Bachelor's degree in business administration, chemistry, biology, or a closely related field; AND ten (10) years of customer service experience, five (5) years of which were in a managerial role; OR an equivalent combination of education, training, and experience.

Required Knowledge and Skills
Required Knowledge:

• Comprehensive principles, practices, and techniques of leading customer service.


• Understanding of the development and implementation of customer service programs, policies, and procedures.


• Principles and practices of developing teams, motivating employees, and managing in a team environment.


• Principles and practices of budget development and administration.


• Applicable industry laws, codes, and regulations.


• Computer applications and systems related to the work.


• Understanding of dealing with a variety of individuals from various socio-economic, ethnic, and cultural backgrounds, occasionally where relations may be confrontational or strained.


• Principles and techniques of providing effective oral presentations.


• Principles and practices of program planning, development, and evaluation.


• Principles and techniques of making effective oral presentations.


• Correct business English, including spelling, grammar, and punctuation.

Required Skills:

• Performing and providing comprehensive professional-level customer service in a variety of markets.


• Overseeing and administering comprehensive and varied customer service functions.


• Supervising and evaluating employees and providing related recommendations.


• Training others in policies and procedures related to the work.


• Applying more standard business and project management methodologies with a focus on implementing plans to achieve goals.


• Developing effective work teams and motivating individuals to meet goals and objectives and provide customer services in the most cost effective and efficient manner.


• Interpreting, applying, and explaining applicable laws, codes, and regulations.


• Providing consulting services to supervisors and staff.


• Preparing functionals reports, correspondence, and other written materials.


• Using initiative and independent judgment within established organizational and department guidelines.


• Using tact, discretion, and prudence in working with those contacted in the course of the work.


• Performing effective oral presentations to large and small groups across functional peers and the department.


• Contributing effectively to the accomplishment of team or work unit goals, objectives, and activities.


• Establishing and maintaining effective working relationships with a variety of individuals contacted in the course of the work.

WORKING ENVIRONMENT:
Work is performed in an office setting. Work is subject to travel.