Customer Experience Leader | Strategy, CX Metrics & Coaching

Entertimeonline; Waunakee (WI); On-site; USD 90,000 - 120,000; Full time

Job summary

Nord Gear Corporation seeks a Customer Experience Leader in the United States to oversee the CX team, ensuring exceptional customer experience while supporting sales, operations, and strategic objectives.

You will mentor CX Supervisors and the CX Training Supervisor, collaborate with multiple departments, and drive metrics-based improvements using new systems and AI tools to boost CX and employee effectiveness.

Qualifications

• Bachelor's degree in engineering, business or related field preferred.
• Minimum of 5 years’ experience in Customer Service, Customer Experience, Engineering, Sales, or related field preferred.
• Experience supervising or managing employees preferred.
• Strong leadership, coaching and employee development skills.
• Strong analytical, problem-solving and decision-making skills.

Responsibilities

• Lead and manage the Customer Experience team to ensure exceptional customer experience while supporting sales, operations, and strategic objectives.
• Provide leadership to CX Supervisors and the CX Training Supervisor.
• Establish and monitor CX performance metrics including responsiveness, backlog, quality, productivity, and customer satisfaction.
• Collaborate with Sales, Logistics, Engineering, Quality, IT and other departments to resolve issues and enhance CX.
• Oversee staffing, workload planning, and employee development in partnership with HR and leadership.
• Drive training strategy in collaboration with the CX Training Supervisor, including onboarding and ongoing professional development.
• Lead continuous improvement initiatives through new systems, automation, and AI tools to streamline processes and improve CX and employee effectiveness.
• Ensure compliance with ISO procedures, quality systems, and company policies.

Skills

Leadership

Coaching

Employee development

Analytical

Problem solving

Change management

Education

Bachelor's degree

Job description

Nord Gear Corporation seeks a Customer Experience Leader in the United States to oversee the CX team, ensuring exceptional customer experience while supporting sales, operations, and strategic objectives.

You will mentor CX Supervisors and the CX Training Supervisor, collaborate with multiple departments, and drive metrics-based improvements using new systems and AI tools to boost CX and employee effectiveness.