Vice President, Customer Experience

Weichert; Downers Grove (IL); Hybrid; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a Vice President of Customer Experience to lead their service functions in Downers Grove. This hybrid role requires a dynamic leader with a strong background in customer service and operations management. The ideal candidate will have over ten years of management experience and a proven track record of driving change and enhancing client relationships. You will be responsible for implementing best practices, optimizing workflows, and ensuring exceptional service delivery across a client portfolio valued at over $20 million. Join this innovative firm to make a significant impact on customer experiences and operational excellence.

Qualifications

• 10+ years of management experience in client service operations.
• Strong understanding of customer service principles and operations management.

Responsibilities

• Lead and mentor a team to deliver exceptional client service.
• Implement strategic vision for customer experience and operational efficiency.

Skills

Customer Service Principles

Change Management

Operations Management

Analytical Skills

Relationship Management

Project Management

Negotiation Skills

Education

Bachelor's degree in Business Administration

Master's degree

Tools

Salesforce

Power BI

Excel

PowerPoint

Job description

Weichert Workforce Mobility is hiring a Vice President, Customer Experience in Downers Grove, IL. This is a hybrid role requiring a minimum of two days in the office.

The VP, Customer Experience is responsible for providing leadership and direction to service functions that directly impact customer and client outcomes. This position leads the execution of the client service vision that aligns with the company’s goals of service, process, and continuous improvement. The VP, Customer Experience collaborates with multiple functional department heads and their delivery team to ensure that operational efficiency, quality, and data governance are delivered in a balanced manner across all service offerings within a client portfolio.

Job responsibilities include, but are not limited to, the following:

1. Implements the strategic vision and mission for client and customer service delivery to achieve the company’s objectives.
2. Partners closely with Client Relations leadership to balance operational and relationship requirements to retain and grow client engagements.
3. Leads, mentors, and inspires a team of customer experience professionals to deliver exceptional service to our clients and customers, leveraging customer data and other inputs.
4. Enables a culture of customer service excellence balanced by accountability, collaboration, learning, and continuous improvement across the organization.
5. Designs, monitors, and evaluates the performance of operations for the client portfolio, identifying areas for improvement in collaboration with the operational excellence team.
6. Collaborates with operational excellence leadership in the creation of effective business processes, SOPs, and training modules and oversees the implementation and ongoing adherence to them.
7. Implements best practices, data integrity compliance efforts, and process improvements; measures to optimize workflows and enhance service delivery.
8. Partners with marketing, product development, and technology to design and implement technology solutions that enhance client services delivery model and operational effectiveness.
9. Responsible for the overall operational and financial performance, including client profitability, of a client portfolio approximately valued at least $20 million.
10. Performs other duties as assigned.

Requirements

The ideal candidate will meet the following requirements:

1. Bachelor's degree in business administration, management, or a related field required.
2. Master's degree preferred.
3. A minimum of ten (10) years of management experience required.
4. Proven experience in leading client service operations teams at a senior level to deliver exceptional results.
5. Demonstrated experience in driving change management and process implementation.
6. Deep understanding of customer service principles and practices, with a passion for delivering exceptional customer experiences.
7. Strong operations management and customer service orientation.
8. Demonstrated knowledge of business process, data lifecycle, root cause analysis, and performance analysis.
9. Excellent communication, interpersonal, and negotiation skills, with the ability to build relationships and influence stakeholders at all levels of the organization.
10. Excellent relationship management skills with internal and external stakeholders.
11. Ability to inspire followers and drive measurable engagement and advocacy.
12. Strong analytical skills for performance monitoring and data-driven decision-making.
13. Demonstrated project management skills, with a track record of successful project execution.
14. Superior technical skills using required applications (Salesforce, PBI, Excel, PowerPoint).
15. Ability to multi-task and focus on competing priorities.
16. Ability to adapt to a dynamic business environment and lead in times of change and growth.
17. Familiarity with compliance and legal aspects related to business operations.