Senior Vice President, Customer Experience

2 weeks ago

Morris Plains, New Jersey, United States Weichert Co. Full time
Senior Vice President, Customer Experience

Morris Plains, New Jersey, 07950, United States

Weichert Workforce Mobility is hiring a Senior Vice President, Customer Experience. This role can be remote with periodic travel to the corporate headquarters in Parsippany, NJ.

The SVP, Customer Experience is responsible for providing strategic leadership and direction to service functions that directly impact customer and client outcomes.

This position defines and executes the client service vision that aligns with the company's goals of service, process and continuous improvement.

The SVP, Customer Experience functions with a high degree of collaboration across multiple lines to ensure that operational efficiency, quality, and data governance are delivered in a balanced manner.

Job responsibilities include but are not limited to the following:

  • Develops and executes the strategic vision and mission for client and customer service delivery in alignment with the company's objectives.
  • Partners closely with Client Relations leadership to balance operational and relationship requirements to retain and grow client engagements.
  • Identifies emerging trends, opportunities, and challenges in customer experience delivery and develops proactive strategies to address them.
  • 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.
  • Fosters a culture of customer service excellence balanced by accountability, collaboration, learning, and continuous improvement across the organization.
  • Monitors and evaluates the performance of operations, identifying and measuring areas for improvement.
  • Partners with VP Operations/COE in the creation of effective business processes, SOPs, and training modules.
  • Oversees the implementation of best practices, data integrity compliance, and process improvements and measures to optimize workflows and enhance service delivery.
  • Partners with marketing, product development and technology to design and implement technology solutions that enhance client services delivery model and operational effectiveness.
  • Performs other duties as assigned.
Requirements

The ideal candidate will meet the following requirements:

  • Bachelor's degree in business administration, management, or a related field required
  • Master's degree preferred
  • A minimum of ten (10) years of management experience required
  • Proven experience in leading client service operations teams at a senior level to deliver exceptional results
  • Demonstrated experience in driving change management and process implementation
  • Strong strategic planning and execution skills, with the ability to translate vision into actionable plans and drive results
  • Strategic thinking and the ability to align operational activities with organizational goals
  • Deep understanding of customer service principles and practices, with a passion for delivering exceptional customer experiences
  • Excellent communication, interpersonal, and negotiation skills, with the ability to build relationships and influence stakeholders at all levels of the organization
  • Demonstrated project management skills, with a track record of successful project execution
  • Strong analytical skills for performance monitoring and data-driven decision-making
  • Familiarity with compliance and legal aspects related to business operations
  • Ability to adapt to a dynamic business environment and lead in times of change and growth
  • Excellent relationship management skills with internal and external stakeholders
  • Strong operations management and customer service orientation
  • Ability to inspire followers and drive measurable engagement and advocacy
  • Ability to multi-task and focus on competing priorities
  • Command of basic math skills and computer application programs (i.e., Excel, PowerPoint, Word, etc.)

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