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Executive Director

1 month ago

Milwaukee, United States Johnson Controls International Full time

What you will do

This position reports directly to the Global VP of Central Operations. This role is responsible for leading an organization of ~4,000 employees located in 20+ global customer care and alarm centers. The Director of Global Customer Care Strategy will be accountable for setting policies, standards, and strategies. This is a critical role that requires a deep understanding of customer care operations, process enhancement, and an ability to harmonize our global efforts towards an optimal customer journey.

How you will do it

Strategy Development and Implementation: Define and execute the operational strategy for all global centers. Drive strategic standardization, centralization, and optimization of our customer care operations.

Process Management: Drive accountability into Care operations for adherence to SOPs and delivering to defined productivity and customer experience KPIs. Provide feedback to refine and enhance SOPs based on customer experience.

Productivity and Cost: Drive optimal performance globally by holding teams accountable to deliver a superior customer experience in the most efficient manner possible.

Operational and IT Link: Collaborate closely with the Service Delivery Operations Team and IT to drive the vision into operational excellence. Serve as a member of the Steering Committee and enhancement review board for customer service applications.

Platform Optimization: Oversee the global customer care journey and executed using standard IT Platforms. Continuously capturing and communicating opportunities for improvement.

Drive Recurring Revenue: Grow recurring revenue streams by improving the customer experience, increase customer retention, and drive customer adoption of customer self-service technologies. Culture: Develop and foster an environment where we attract and retain the best talent to care for our customers. This must be done in a manner which accounts for the diversity of our team members around the world.

What we look for

Proven Track Record: Successful track record in managing contact centers of significant size and complexity, with a particular focus on customer care. Experience in strategy development for people, process, and technology. Previous experience managing or owning a similar role at an executive level is crucial.

Contact Management Expertise: Proficiency in implementing and optimizing contact management platform features, such as IVR, Speech Analytics, Interaction Analytics, Quality Management, Work Force Management, Work Force Optimization, Gamification, Advanced Customer Authentication, Customer Feedback Systems, Complaint Management, Call Back Assist, Omni Channel, Virtual Agents, and driving commercialization of the contact center (from a cost center to a profit center).

Strategic Mindset: The ability to align strategic plans and objectives with long-term company goals. Capable of transforming strategic directions into operational reality.

Leadership: Strong leadership skills with the ability to influence and work effectively with cross-functional teams and stakeholders across different levels in the organization.

Communications: Excellent verbal and written communication skills. Ability to articulate complex concepts clearly and effectively.

Desired Characteristics:

Innovative Thinker: A proven history of leading innovation and transformation projects, ideally within the field of customer care and alarm centers. \

Change Agent: Comfortable with and adept at leading change initiatives in complex and dynamic environments.

Customer-Centric: A strong orientation towards delivering an exceptional customer experience.

Johnson Controls International plc. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, genetic information, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law. To view more information about your equal opportunity and non-discrimination rights as a candidate, visit EEO is the Law. If you are an individual with a disability and you require an accommodation during the application process, please visit here.