Director, Customer Experience

2 months ago

Suwanee, United States The Ladders Full time
Mitsubishi Electric Trane HVAC US LLC is looking for a Director, Customer Experience in Suwanee, GA.

POSITION SUMMARY:

This position is responsible for driving execution of our pre and post-sale customer support strategy. The Director, Customer Experience is responsible for continuously improving customer satisfaction and providing leadership to the Customer Care Center, Technical Support staff. Additionally, this role is responsible for driving and delivering key support metrics, identifying and implementing best practices and implementing methodologies, processes and systems that increase efficiencies, improve productivity and ensure the delivery of unsurpassed customer support.

ESSENTIAL FUNCTIONS

The essential functions of the position include, but are not limited to the following:
  • Create value for our customers through delivery of a best-in-class customer experience across pre and post-sale support touchpoints.
  • Lead the success and continuous improvement of internal customer care, technical services and teams.
  • Fully deploy Lean methodology to improve responsiveness of staff, quality of responses and resources through creative development and strategic implementation.
  • Deliver strategies to leverage technology to improve efficiencies and effectiveness and direct the design/development of tools and systems to fulfill the needs.
  • Ensure full utilization of METUS' CRM, Omni-channel ACD platform, ERP and other software platforms to deliver optimal customer outcomes and experiences.
  • Evaluate/analyze existing business processes and trends/patterns in operational data and metrics and make necessary changes to achieve greater efficiency and improve the overall success of the business.
  • Oversee the recruitment, development, retention, and organization of all staff in accordance with budgetary objectives and personnel policies.
  • Establish team and individual goals and objectives, ensuring alignment with top-level business objectives; drive performance improvements, provide on-going performance feedback as well as formal performance appraisal.
  • Identify measurement criteria to evaluate trends in organizational performance, including customer satisfaction and departmental operating efficiency.
  • Manage P&L and budget. Control budget to adhere to agreed-upon ratio of revenues to customer support expenditures.
  • Plan for the professional development of teams and contribute to the success of the individuals and the division.
  • Willing to travel up to 25% to for various Company meetings and training both domestically and possibly internationally
  • Perform other duties as assigned
QUALIFICATIONS:
  • Bachelor's Degree and a minimum of 5 years of experience leading customer support teams in a call center environment
  • Adept at working with senior, cross-functional partners to drive substantial, ongoing improvement in our business
  • Demonstrated leadership skills and track record of building and leading high-performing teams
  • Experience with Salesforce, inContact CX One, and SAP a plus
  • Training and experience with Lean methodology
  • Ability to communicate technical concepts to non-technical stakeholders
  • Demonstrated high level of analytical and systematic thinking
  • Drive a culture of customer obsession company-wide; that we do what's right for our customers even when it's hard for our business
  • Personal accountability, strong time-management skills, and organizational ability
  • Ability to lead, coach, and develop effective staff
  • Excellent verbal and written communication skills
  • Demonstrated initiative, flexibility and ability to embrace and drive change
  • Strong customer focus orientation and interpersonal skills
  • Natural ability to influence without authority in order to effect change
  • Analytical approach to problem solving with a high level of attention to detail
  • Strong analytical, facilitation, collaboration and negotiation skills
  • Excellent organizational skills with an ability to manage and prioritize multiple concurrent projects
  • Valid Driver's License with acceptable driving record (remove if travel is not over 20%)
  • Team player demonstrating METUS core values including a desire to win together, deliver excellence, drive sustainability, focus on execution and learn continuously.

The base pay range for this position at commencement of employment is expected to be between $140,000 and $192,500 however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience.
The total compensation package for this position may also include other elements, including target bonus plans and discretionary awards. Subject to the terms and conditions of the applicable plans then in effect, eligible employees may enroll in a 401(k) plan, as well as participate in Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employee's eligible dependents. Employees will also receive 80 hours of vacation per year, 56 hours of paid sick leave annually, and 13 paid holidays throughout the calendar year, depending on hire date. Employees may also take up to 12 weeks of paid or unpaid [parental/disability/emergency/etc.] leave, if eligible.

ABOUT MITSUBISHI ELECTRIC TRANE HVAC US

Formed in 2018, Mitsubishi Electric Trane HVAC US (METUS) is a leading provider of ductless and VRF systems in the United States and Latin America. A 50 percent - 50 percent joint venture between Ingersoll Rand plc and Mitsubishi Electric US, Inc., the company provides innovative products, systems and solutions capable of cooling and heating any application from a home to a large commercial building. METUS is a leading marketer of Zoned Comfort Solutions® and Variable Refrigerant Flow (VRF) air-conditioning and heating technology. Systems sold by the joint venture include a wide variety of technologically advanced products designed to deliver superior efficiency, comfort and control.

The family of brands supported by METUS includes: Mitsubishi Electric Cooling & Heating, Trane® / Mitsubishi Electric and American Standard® Heating & Air Conditioning Mitsubishi Electric. More information is available at www.metahvac.com . We offer an excellent compensation and benefits package including 401(K).

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. We are an equal employment opportunity employer. All employment decisions are made without regard to race, color, religion, sex, pregnancy, breastfeeding or related medical condition, national origin, ancestry, citizenship, age, marital status, sexual orientation, gender identity, gender expression, domestic partnership, physical disability, mental disability, medical condition, genetic characteristic or information, military or veteran status or other legally protected status (except when one of these criteria is a legally permissible bona fide occupational qualification). The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the Company, or (c) consistent with the Company's legal duty to furnish information.

Click here to view the EEO is The Law Poster and the supplement .

Applicants with a disability who need assistance with the application process may contact Human Resources by email at [redacted] or by calling [redacted].

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