Director of Customer Experience

3 weeks ago

Los Angeles, United States SprintRay Inc. Full time

**Director of Customer Experience**

**Department:** Customer Service **Location:** Los Angeles, CA

SprintRay, Inc. is seeking Director of Customer Experience who can elevate our brand to

provide world class service. The ideal candidate should be a strategic problem solver who is

data driven and possesses a strong technical aptitude The Director of Customer Experience is

in-charge of delivering a seamless customer experience across all stages and touch points in a

customer journey and helping the company continually achieve greater customer satisfaction,

increased efficiency, and profitability.

Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels and touch points in the customer journey

Enabling a two-way stream with customer facing teams through collecting feedback from customer facing teams to derive meaningful insights for improvements and; guiding teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customers, especially guiding the marketing, branding and sales teams to align with the larger customer experience strategy.

* Build and manage a team of business analysts and customer experience specialists with deep domain expertise in customer experience journeys

* Encourage problem-solving, strategic thinking and customer-orientation amongst the team

* Liaise with directors or heads of other teams such as sales, marketing, customer support, and technology among others to ensure customer-centricity in their respective departmental work and help them deliver in accordance with the overall customer experience strategy.

* Advocate for changes in other departments ways of working and cross functionally collaborate with teams to implement a change, if required for the improvement of overall customer experience

* Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience

* Interact at executive/senior management level, proactively advocating for solutions and managing the customer escalation process

* Create and implement an analytics strategy for best-in-class service delivery. Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer facing functions/ channels

**Qualifications:**

* Bachelors Degree required; Masters preferred

* 12+ years experience in a customer experience leadership role

* Prior experience scaling in house customer experience organization

* Demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum.

* Proven ability to manage diverse efforts synergies.

* Experienced in navigating ambiguity and change with an entrepreneurial mindset.

* Track record of customer-centric decision-making.

* More than two customer-management roles previously, such as voice of customer,

* experience design, customer care, customer intelligence, customer loyalty.

* Ability to understand business objectives and align them to the customer experience

* Strong technical aptitude

* Understanding of programs such as Salesforce and Zendesk

* Experience with 3D Printing or Dentistry is a plus

**SprintRay** is a 3D printing startup based in Los Angeles. We are a technology company that

designs, manufactures, and supports 3D printers with an emphasis on digital dentistry. Our

products empower dentists to provide faster, higher-quality care to their patients.

SprintRay is the only 3D printing company that provides a complete user experience for dentists

and digital dentistry, from product to long-term support and education. SprintRay designs and

offers a complete ecosystem of hardware, software, and materials that work in sync to create a

seamless user experience. This unique position allows us to focus on helping our customers,

particularly dentists, harness 3D printing to improve the lives of their patients.

**To All Recruitment Agencies:**

SprintRay does not accept agency resumes. Please do not forward resumes to company email addresses or

other company contacts. SprintRay is not responsible for any fees related to unsolicited resumes. Unsolicited

resumes received will be considered our property and will be processed accordingly.

**SprintRay is an Equal Opportunity Employer.**

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