Leader, Customer Experience

Brobston Group LLC; Tracy (CA); On-site; USD 60,000 - 90,000; Full time

Job summary

Brobston Group LLC is looking for a leader to head the customer experience team at their care center in Tracy, California. This pivotal role focuses on ensuring luxury service delivery, driving customer delight, and developing associates for success.

The ideal candidate will have over 4 years of experience in a customer-facing position, with preferred leadership experience. Responsibilities include collaborating with cross-functional partners and implementing operational improvements to elevate service.

Qualifications

• 4+ years in a customer-facing role; 1+ years leadership experience preferred.
• Detail-oriented with a commitment to quality and first-class service.
• Ability to multitask, prioritize, and work cross-functionally.

Responsibilities

• Set strategy and lead execution to deliver a luxury customer experience.
• Coach, educate, and inspire associates to achieve service metrics.
• Partner with cross-functional teams to develop solutions and improvements.

Skills

Customer service excellence

Leadership

Problem-solving

Communication skills

Mac/Dell OS proficiency

Tools

Order management software

Job description

Summary

Lead the customer experience team at a care center to set strategy and ensure world-class service delivery. This role focuses on driving customer delight, developing associates, and implementing operational improvements to elevate service across channels. The Leader will collaborate with cross-functional partners to resolve complex priorities and support revenue through exceptional service.

Responsibilities

• Set strategy and lead execution to deliver a luxury customer experience and drive customer delight and revenue
• Coach, educate, and inspire associates to achieve service metrics and career growth
• Develop team product knowledge and RH design point of view to support elevated service
• Foster a culture of ownership, accountability and servant leadership
• Partner with cross-functional teams to develop solutions and operational improvements
• Recognize and resolve complex priorities and performance trends

Requirements

• 4+ years in a customer-facing role; 1+ years leadership experience preferred
• Proficiency with Mac or Dell OS, strong PC application skills and order management software experience
• Detail oriented with a commitment to quality and first-class service
• Ability to multitask, prioritize, problem-solve creatively, and work cross-functionally
• Excellent verbal and written communication and superior interpersonal and leadership skills
• High energy, ability to energize others, and willingness to work flexible schedule including evenings, weekends and holidays