Director of Customer Experience & Process Improvement

Health Systems Cooperative Laundry; Saint Paul (MN); On-site; USD 90,000 - 150,000; Full time

Job summary

Health Systems Cooperative Laundries seeks a Director of Customer Service to lead the customer experience, coordinate cross-team efforts, and set service standards. The role oversees onboarding, data management, process improvement, and metrics tracking to drive savings and satisfaction.

We are looking for leadership, analytical capabilities, and strong collaboration with HR, operations, and management to meet customer needs and drive growth.

Qualifications

• Bachelor's degree or 10 years' experience required.
• Effective communication skills, including both written and verbal.
• Ability to analyze data, identify trends, and make informed decisions.
• Proven experience in Customer Service, preferably in a manufacturing environment.
• Strong leadership, communication, and interpersonal skills.

Responsibilities

• Analyze customer costs and implement cost-saving strategies.
• Lead continuous improvement initiatives (Lean Manufacturing, Six Sigma, Kaizen).
• Implement best practices and monitor performance.
• Collaborate with the operations team to resolve issues and ensure satisfaction.
• Recruit, train, and develop customer service personnel.
• Manage employee & union relations.
• Collaborate with HR to resolve conflicts.
• Develop and execute strategic plans aligned with company goals.
• Identify business growth opportunities.
• Manage communication to customers on escalated support issues, working to a resolution.
• Identify and mitigate quality risks, ensuring continuity.
• Evaluate and implement new technologies for efficiency and quality.
• Ensure management teams are meeting standards and safety requirements.
• Ensure company metrics are accurately tracked and met.
• Monitor quality standards and conduct audits.
• Keep relevant knowledge of various healthcare information related to safety and patient care.
• Provide support and leadership to the customer service team
• Assist with escalated customer requests from the customer service team
• Ensure expectations for individual performance are clear and that each team member has adequate tools/information/support to meet expectations
• Evaluate and coach performance to achieve goals.

Skills

Data analysis

Leadership

Communication

Interpersonal skills

Education

Bachelor's degree or 10 years' experience

Tools

MS Office Suite

Office Manager (Linen Master)

Information Manager (Linen Master)

Zoho CRM

Linen Helper

Job description

Health Systems Cooperative Laundries seeks a Director of Customer Service to lead the customer experience, coordinate cross-team efforts, and set service standards. The role oversees onboarding, data management, process improvement, and metrics tracking to drive savings and satisfaction.

We are looking for leadership, analytical capabilities, and strong collaboration with HR, operations, and management to meet customer needs and drive growth.