Position Summary:
The Vice President of Customer Experience will provide executive leadership and strategic direction for the organization's customer service and call center operations. This role is responsible for developing and overseeing the implementation of customer service and call center policies and strategies to ensure exceptional customer satisfaction across all touchpoints. The Vice President of Customer Experience will work closely with senior leadership to align customer service strategies with broader business objectives, drive innovation, and improve service delivery. This role requires a visionary leader with advanced expertise in customer service management, call center operations, and a track record of success in enhancing customer satisfaction and operational efficiency.
Essential Job Functions:
- Strategic Leadership: Lead the development and execution of customer service and call center strategies that align with the company’s business goals, including customer service, marketing, and revenue objectives. Ensure these strategies drive improvements in customer satisfaction, call center efficiency, and overall customer loyalty.
- Executive Oversight: Provide executive-level leadership to the customer service and call center teams, including performance management, coaching, and professional development. Set and enforce performance standards, oversee individual performance plans, and guide leadership development across both functions.
- Call Center Management: Oversee call center operations to ensure that customer inquiries and issues are handled efficiently and effectively. Implement best practices in call center management, including workforce planning, call routing, and service level agreements (SLAs).
- Cross-Functional Collaboration: Partner with key leaders across the organization to integrate customer service and call center strategies with overall business priorities and consumer communications. Foster collaboration to enhance the customer journey and operational efficiency.
- Innovation and Technology: Identify and recommend technological advancements, equipment updates, and policy changes to improve customer service, call center efficiency, and retention. Champion the adoption of innovative solutions and best practices in both customer service and call center operations.
- Organizational Liaison: Act as a key liaison between the customer service and call center departments and other divisions, ensuring seamless communication and alignment with organizational goals.
- Policy and Procedure Development: Draft, implement, and oversee policies and procedures that facilitate a superior customer service and call center experience. Ensure compliance with industry standards and company expectations.
- Customer Feedback and Analysis: Develop and implement systems to record, assess, and analyze customer feedback, including call center metrics. Utilize insights to drive continuous improvement and resolve recurring issues.
- Financial Oversight: Manage budgets and expense processes for the customer service and call center operations, ensuring that financial goals are met and resources are utilized efficiently.
- Process Improvement: Provide thought leadership on process improvements, including documenting and prioritizing business requirements for system enhancements and new implementations in customer service and call center operations.
- Performance Metrics: Establish and monitor performance metrics for customer service representatives and call center agents. Ensure that performance targets are achieved and drive continuous improvement.
- Executive Communication: Deliver high-impact presentations to executive teams and stakeholders, effectively communicating strategy, progress, and results. Influence decision-making and drive outcomes.
- Adaptability and Multi-Tasking: Demonstrate agility in responding to changing priorities and business needs. Balance multiple projects while maintaining strong relationships with business teams, technical teams, and vendor partners.
Required Qualifications:
- 10+ years of leadership experience in customer service, call center operations, or service management, including experience at an executive level.
- Proven track record in driving strategic initiatives and enhancing customer satisfaction and call center performance.
- Strong leadership, communication, and organizational skills.
- Proficiency with Microsoft Office applications and web-based platforms.
- Valid driver’s license required.
Preferred Qualifications:
- Bachelor’s Degree in a related field; advanced degree preferred.
- Background in Lean management and Six Sigma.
- Bilingual (English/Spanish) preferred.
