Customer Experience Lead, Process & People

Daltile; Dallas (TX); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Company 401k match

Employee purchase discount

Tuition reimbursement

Job summary

Dal-Tile is seeking a Supervisor Customer Experience - DTC to oversee daily operations of the CX team, ensuring high service levels and efficient coordination with customers. The role requires coaching staff, monitoring performance, and driving improvement initiatives in a fast-paced environment.

The ideal candidate will have a Bachelor's degree or equivalent, 4–6 years of relevant experience, and strong communication and organizational skills.

Qualifications

• Bachelor's degree in a related field or equivalent education and/or experience.
• 4-6 years relevant experience or equivalent education and/or experience.
• 0-3 years of management experience preferred.

Responsibilities

• Assist in the development of plans and schedules for efficient use of people resources and technology to ensure optimal service delivery.
• Review and identify requirements and enhancements; recommend viable solutions to streamline processes and improve service turnaround time, productivity, and quality.
• Supervise, motivate, and coach a diverse staff; monitor performance and identify deficiencies.
• Recommend changes and implement action steps to resolve problems and ensure customer satisfaction.
• Lead or facilitate team-based improvement projects.
• Collaborate with Manager and Director Customer Experience to allocate resources within budget and standards.
• Prepare information to explain or resolve customer issues or feedback.
• Work with leadership to resolve service-related issues and develop value-added processes for customers.
• Compile and review data around sales, inventory, claims and related metrics for assigned teams.
• Perform other duties as needed.
• This position reports the department’s progress and supports the customer experience strategy.

Skills

Communication

Problem solving

Organizational skills

Multitasking

Time management

Microsoft Office

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

Dal-Tile is seeking a Supervisor Customer Experience - DTC to oversee daily operations of the CX team, ensuring high service levels and efficient coordination with customers. The role requires coaching staff, monitoring performance, and driving improvement initiatives in a fast-paced environment.

The ideal candidate will have a Bachelor's degree or equivalent, 4–6 years of relevant experience, and strong communication and organizational skills.