Hybrid Senior Director Customer Experience bei Generac
Generac · Pewaukee, Vereinigte Staaten Von Amerika · Hybrid
- Senior
- Optionales Büro in Pewaukee
We are Generac, a leading energy technology company committed to powering a smarter world.
Over the 60 plus years of Generac’s history, we’ve been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.
The Senior Director Customer Experience drives strategic initiatives that support revenue growth, productivity and customer satisfaction, and manages performance across these functions and companywide Outage Response.
Major Responsibilities
Advocates internally for continuous improvement across all touchpoints
Leads strategic planning and execution to achieve enterprise business objectives aligned with long-term priorities
Provides executive-level direction in Consumer Support to ensure goals aligned to company strategy
Coaches and develops a leadership team including Directors, Managers, Supervisors, Team Leads, and Agents with a focus on engagement, performance, and business impact.
Collaborates with senior leadership across Sales, Marketing, Operations, and Support to align on objectives, inspire teams, prioritize work, and optimize tools and processes to drive results
Partners with the Consumer Sales and Support Director, Workforce Optimization Director, Service Director and Marketing leaders to ensure SLA adherence and improve performance for Generac end users
Establishes and oversees performance expectations
Oversees customer support channels ensuring SLAs, KPIs, and customer satisfaction metrics are met or exceeded
Develops and manages departmental budgets, staffing plans, and resource allocation for continuous coverage
Partners with Workforce Optimization Director to ensure strong coordination with third party contact center for scalable support
Identifies inefficiencies and lead process improvement initiatives to optimize workflows, improve first-contact resolution, and increase customer satisfaction
Evaluates and implements software to enable agents to be productive quickly and elevate the customer experience
Acts as a liaison during product recalls and critical service interruptions
Provides executive leadership for Outage Response efforts, including oversight of the Executive Steering Committee
Ensures high levels of quality, accuracy, and process consistency across all aspects of Outage Response
Owns and leads development of the Outage Response Dashboard
Collaborates with VP and Director-level leaders to maintain the Outage Response SOP, including governance, audit plans, and executive-level approvals
Minimum Job Requirements
Education
Bachelor’s degree or equivalent experience
Certification / License
Work Experience
15 years of progressive experience in process improvement and business analytics, including leadership roles in sales, customer relations, or operations
10+ years of operations experience with 7+ years in senior leadership roles · Experience with Salesforce CRM or equivalent systems
Proven experience in enterprise process management and continuous improvement
Demonstrated ability to build and scale high-performing teams
Knowledge / Skills / Abilities
Strong analytical, critical thinking, and executive problem-solving skills
Proven project leadership with full lifecycle ownership and delivery
Ability to define and track enterprise KPIs across complex functions
Deep understanding of processes and systems supporting a diversified CPG business
Knowledge of multi-channel distribution strategies in a consumer goods environment
Ability to operate independently in a fast-paced, matrixed, and results-driven culture
Experience partnering with Director, VP, and C-level executives
Exceptional communication skills and executive presence
Strong organizational skills and attention to detail
Skilled in driving cross-functional collaboration and influencing across all levels of the organization
Proficiency with ERP and CRM systems
Demonstrated leadership initiative and enterprise-level strategic thinking
Preferred Job Requirements
Education
Certification / License
Work Experience
Experience in consumer products, home goods, or durable goods industries.
Multilingual or experience managing multilingual teams.
Knowledge / Skills / Abilities
Physical Demands: While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 - 50 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.
“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.”
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