Director, Customer Experience & Operations

Smart Care Equipment Solutions; Indiana; Presencial; USD 150.000 - 210.000; Jornada completa

Descripción de la vacante

Smart Care Equipment Solutions seeks a Director of Customer Support to lead the centralized Customer Operations—customer service, dispatch, workforce management, QA, and escalation—delivering a world-class experience.

Reporting to VP Field Support, you will drive CX strategy, partner with offshore/onshore teams, and align operations with metrics such as CSAT, NPS, and CES while advancing AI-enabled support and analytics.

Formación

• Experience leading enterprise-level customer operations teams.
• Strong track record in improving CSAT, NPS, CES.
• Proven ability to scale dispatch, service, and escalation processes.

Responsabilidades

• Develop and execute the enterprise Customer Experience strategy.
• Champion a customer-first culture across all teams.
• Lead Voice of the Customer initiatives and drive improvements.
• Establish service standards and customer communication expectations.
• Serve as executive sponsor for high-profile customer issues.

Conocimientos

Customer Strategy

Executive Leadership

CX Management

Voice of the Customer

Data Analytics

Process Improvement

Cross-functional Leadership

Stakeholder Management

Descripción del empleo

Smart Care Equipment Solutions seeks a Director of Customer Support to lead the centralized Customer Operations—customer service, dispatch, workforce management, QA, and escalation—delivering a world-class experience.

Reporting to VP Field Support, you will drive CX strategy, partner with offshore/onshore teams, and align operations with metrics such as CSAT, NPS, and CES while advancing AI-enabled support and analytics.