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Director of Customer Experience in Troy, MI at AccessPoint

Date Posted: 11/16/2018

Job Snapshot

  • Employee Type:
  • Location:
    Troy, MI
  • Job Type:
  • Experience:
    At least 10 year(s)
  • Date Posted:

Job Description


? Assist the Chief Operating Officer in building a more strategic Customer Experience functions ? Deliver industry-leading customer satisfaction and brand reputation ? Develop and refine end-to-end processes, procedures, tools, and methodologies ? Perform regular analysis on customer satisfaction data and metrics ? Generate Customer Experience performance dashboards and management reports ? Improve, promote, and expand the reputation across the existing customer base and in new markets ? Respond to customer concerns, claims, and complaints in a timely and effective manner ? Lead process optimization projects and sub-teams, ensuring cross-functional engagement and effective execution ? Review, update, and create process documentation and training materials ? Enhance communications and teamwork across Customer Experience teams and cross-functionally ? Collaborate with IT to ensure company systems and technology are being employed to the maximum benefit of Customer Experience ? Participate in company expansion activities and integrations ? Drive transparency, accountability, productivity, and staff engagement in a positive and open work environment Qualifications ? Organized and detail oriented ? Highly proficient in data analysis ? Familiarity with the functionality and workflow associated with customer service processes, methodologies, and tools ? Capable of responding to external and internal customer concerns in a timely manner ? Operates with a continuous improvement mindset ? Strong leader with direct reports and stakeholders from other departments ? Versed in problem solving and project management techniques and tools ? Effective communicator, both verbally and in writing ? Comfortable working in a highly visible role and presenting to all levels of management ? Thrives in a fast-paced and high-growth environment ? Self-starter that takes the initiative to implement necessary changes ? Skilled in change management ? Track record of driving results and accountability ? Honest, ethical, and dependable ? Possesses a balance of soft people skills with strong project management and analytical skills  

Job Requirements


Minimum ? Bachelor's degree in Business, Operations Management, Project Management, Engineering, or related field ? 10+ years in a Customer Experience environment with high complexity and multiple workflows ? 5+ years staff supervision ? Strong Excel and data analysis skills ? Proficient in other MS Office applications such as PowerPoint and Word Preferred ? MBA or Master?s degree ? Experience in the home improvement or similar industry ? Prior participation or leadership of acquisition integration workstreams ? Proficient in process improvement methodologies such as flowcharting and value stream mapping ? Familiar with project management, flowcharting, and dashboarding applications such as Project, Visio, Power BI, Domo, and Tableau ? Knowledge of social media and mechanisms for receiving and responding to customer feedback and enhancing corporate reputation