Director of Customer Experience

4 weeks ago

Merrillville, United States Tradebe Full time

If you are enthusiastic about enhancing customer experiences in the hazardous waste industry and have the leadership skills to drive and sustain excellence, we invite you to apply for this exciting opportunity

Hybrid opportunity based in the Merrillville, IN office. 4 days per week in office and 1 day remote.

The Opportunity

We are seeking a dynamic and experienced Director of Customer Experience to lead our Customer Experience team in the Midwest to deliver strategic leadership in customer success and strengthen customer partnerships. As a strategic leader you will be partnering with the EVP, Sales Operations and Strategy to set and execute the overall vision and customer success strategies that align internal people, processes, and tools to deliver best-in-class customer experiences.

The ideal candidate will possess a deep understanding of customer success and how partnerships are created and sustained, is a hands-on and high-touch people leader, has knowledge of the hazardous waste industry, and is an expert collaborator and communicator.

Key Job Responsibilities

Strategic Leadership:

  • Develop and implement comprehensive customer experience strategies and enhance partnerships across all customer touchpoints.
  • Partner closely with the EVP, Sales Ops and Strategy to develop, implement, and sustain the go-to-market model.
  • Enhance customer lifecycle through the design and implementation of customer onboarding process and design and implement customer retention strategies that drive partnership and advocacy.

Customer Engagement and Success:

  • Foster strong relationships with customers to understand their needs and expectations, ensuring that our services meet or exceed these requirements.
  • Engage and understand the various verticals of our customers, their pain points, and our opportunities to be best-in-class.
  • As the VOTC, work cross-functionally and proactively to prevent problems for customers, and bring teams together when opportunities for improvement arise.

Team Development:

  • Lead, mentor, and guide new and existing customer experience professionals providing coaching, training, development, and support to enhance their skills, performance, and efficacy.
  • Coordinate with other teams to provide regular training and knowledge-sharing sessions.
  • Drive operational practices to track performance of teams and individuals.

Process Standardization and Adherence:

  • Identify and implement process improvements to streamline customer interactions and enhance service delivery ensuring processes upstream are logical, streamlined, value-adds, and clear to all stakeholders.

Systems SME:

  • Identify and proactively collaborate across the enterprise to align and streamline Sales Operations systems and tools that simplify and enable customer experiences and advocate for enhancements and development.

Data Analysis:

  • Capture and utilize customer feedback and data analytics to assess service performance, identify areas for improvement, and drive initiatives to enhance overall customer experience and improve NPS ratings.

Qualifications

  • Bachelors degree in Business Administration, Environmental Science, or a related field; or relevant experience.
  • Minimum of 10-15 years of progressing experience in customer experience or customer success management, with a minimum of 5 years in a people leadership role. Industry experience strongly preferred.

Skills:

  • Strong leadership and team management skills.
  • Excellent communication and interpersonal abilities.
  • Demonstrated ability to think strategically and drive effective change within a functional organization.
  • Proven proficiency in Microsoft suite, including Outlook, Word, Excel, PowerPoint, Teams, OneNote.
  • Proficiency in data analysis and customer feedback tools.
  • In-depth knowledge of hazardous waste industry strongly preferred, including RCRA and waste profiling.
  • Experience with SAP suite, including C4C, strongly preferred.
  • Experience with HubSpot or similar tool strongly preferred.
  • Process-driven. Strong preference for Lean or Six Sigma experience and/or certifications.

What Does the Interview Process Look Like?

We believe in a transparent hiring process that values everyones time and engagement. Candidates should expect the hiring process to follow the order below. At any point in the process, candidates may be declined.

  • Selected candidates will be invited to schedule a 30-minute screening call via Teams with a Recruiter.
  • Next is a 30-minute Teams interview with the EVP, Sales Operations and Strategy
  • Candidates will be scheduled for a Teams interview with 2-6 team members representing cross-functional peers and business partners and/or stakeholders.
  • Then a 30-minute Teams interview with the Sales Operations and Strategy HRBP.
  • The final round is a one hour in-person interview with the EVP, Sales Operations and Strategy.

Why Tradebe is Right for You

  • Competitive pay and benefits
  • Student loan repayment assistance
  • Generous vacation and sick plans
  • Medical (including telehealth), dental and vision
  • 401k Retirement match
  • Flexible spending accounts (FSA)
  • Health savings accounts (HSA)
  • Agency paid, basic life and AD&D insurance
  • Career ladders, professional development, and promotion opportunities
  • Leadership opportunities
  • Great work environment and culture
  • And MORE

Tradebe is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.

  • Director of Customer Experience

    4 weeks ago

    Merrillville, Indiana, United States TRADEBE Full time

    Job Title: Director of Customer ExperienceAbout the Role:We are seeking a highly skilled and experienced Director of Customer Experience to lead our Customer Experience team in the Midwest. As a strategic leader, you will be responsible for developing and implementing comprehensive customer experience strategies that enhance partnerships across all customer...

  • Director Customer Experience

    2 weeks ago

    Merrillville, United States Tradebe Full time

    Tradebe Environmental Services is a global leader in environmental services with US Headquarters in Merrillville, IN. Tradebe was founded in 1984 with the vision of helping industrial and chemical companies manage the increasing complexity of the waste they generate, ensuring safety for the people and the environment. Today, we continue to innovate and...

  • Director of Customer Experience

    4 weeks ago

    Merrillville, United States TRADEBE Full time

    If you are enthusiastic about enhancing customer experiences in the hazardous waste industry and have the leadership skills to drive and sustain excellence, we invite you to apply for this exciting opportunity!Hybrid opportunity based in the Merrillville, IN office. 4 days per week in office and 1 day remote. The OpportunityWe are seeking a dynamic and...

  • Director Customer Experience

    3 weeks ago

    Merrillville, United States Grupo Tradebe Full time

    Tradebe Environmental Services is a global leader in environmental services with US Headquarters in Merrillville, IN. Tradebe was founded in 1984 with the vision of helping industrial and chemical companies manage the increasing complexity of the waste they generate, ensuring safety for the people and the environment. Today, we continue to innovate and...

  • Director of Customer Experience

    2 weeks ago

    Merrillville, IN, United States TRADEBE Full time

    If you are enthusiastic about enhancing customer experiences in the hazardous waste industry and have the leadership skills to drive and sustain excellence, we invite you to apply for this exciting opportunity!Hybrid opportunity based in the Merrillville, IN office. 4 days per week in office and 1 day remote. The OpportunityWe are seeking a dynamic and...

  • Service Advisor

    4 weeks ago

    Merrillville, Indiana, United States Mike Anderson Chevrolet of Merrillville Full time

    At Mike Anderson Chevrolet of Merrillville, we're seeking a skilled Service Advisor to deliver exceptional customer experiences in our service lane.As a Service Advisor, you'll be the first point of contact for our customers, providing expert guidance on product offerings, inventory needs, and technician scheduling.With a strong focus on customer...

  • Customer Experience Representative

    1 month ago

    Merrillville, United States Tradebe Full time

    Tradebe Environmental Services is a global leader in environmental services with US Headquarters in Merrillville, IN. Tradebe was founded in 1984 with the vision of helping industrial and chemical companies manage the increasing complexity of the waste they generate, ensuring safety for the people and the environment. Today, we continue to innovate and...

  • Customer Experience Representative

    1 month ago

    Merrillville, United States Grupo Tradebe Full time

    Tradebe Environmental Services is a global leader in environmental services with US Headquarters in Merrillville, IN. Tradebe was founded in 1984 with the vision of helping industrial and chemical companies manage the increasing complexity of the waste they generate, ensuring safety for the people and the environment. Today, we continue to innovate and...

  • Environmental Customer Experience Representative

    3 days ago

    Merrillville, United States TRADEBE Full time

    Description: Tradebe Environmental Services is a global leader in environmental services with US Headquarters in Merrillville, IN. Tradebe was founded in 1984 with the vision of helping industrial and chemical companies manage the increasing complexity of the waste they generate, ensuring safety for the people and the environment. Today, we continue to...

  • Environmental Customer Experience Specialist

    3 months ago

    Merrillville, United States TRADEBE Full time

    The OpportunityAs a Technical Customer Experience Representative with Tradebe, you will be a technical advisor for both internal and external customers, addressing inquiries and providing expert guidance on hazardous waste management. To be successful in this role you must leverage and strengthen relationships across internal departments to deliver...

  • Oncology Department Director

    4 weeks ago

    Merrillville, Indiana, United States Methodist Hospitals Full time

    Director of Oncology and Radiation ServicesThe Director of Oncology and Radiation Services will be responsible for the overall strategy, staffing, operations, customer experience, and quality and physician relations of both Oncology and Radiation Departments. This role will ensure excellent patient services with the best available equipment and qualified...

  • Customer Experience Liaison

    1 month ago

    Merrillville, Indiana, United States Grupo Tradebe Full time

    bCustomerExperienceRepresentativeRole/bbrbrAtTradebeEnvironmentalServices,weareseekingaskilledCustomerExperienceRepresentativetojoinourteam.Asakeymemberofourorganization,youwillplayapivotalroleindrivingcustomersatisfactionandbuildingstrongrelationshipswithourclients.brbrbKeyResponsibilities/bbrulliProvideexceptionalcustomerserviceandsupporttoexternalcustomer...

  • IT Director, Data Management

    4 weeks ago

    Merrillville, Indiana, United States Diocese of Gary Full time

    Job SummaryThe Diocese of Gary seeks a highly skilled IT Director, Data Management to oversee and administer the functions and operations of the school district's Information Technology Systems and technology activities.Key ResponsibilitiesOversee and manage the school district's Information Technology Systems and technology activities, including the...

  • Customer Experience Manager

    2 weeks ago

    Merrillville, United States Victoria's Secret Full time

    Description A Victoria's Secret & Co Customer Experience Manager is a values-based leader who delivers exceptional customer and associate experiences to grow top line sales. This role reports to the Store Manager. Primary Responsibility: The Customer Experience Manager is responsible for driving and growing top-line sales by leading the sales floor,...

  • Warehouse Operations Director

    3 weeks ago

    Merrillville, Indiana, United States LHH Recruitment Solutions Full time

    Job DescriptionAt LHH Recruitment Solutions, we are seeking an experienced Director of Warehouse Operations to lead our multi-site warehousing and distribution operations across North America. The ideal candidate will have a proven track record of success in managing complex distribution centers, with a strong background in strategic planning, budgeting, and...

  • Assistant Nursing Director

    4 weeks ago

    Merrillville, Indiana, United States Brickyard Healthcare Full time

    Job Summary: We are seeking an experienced Registered Nurse to lead our nursing department. The ideal candidate will have 1-3 years of management experience in long-term or acute care and be responsible for overseeing nursing care, maintaining quality standards, and assuming leadership in the absence of the Director of Nursing.Key Responsibilities:Oversee...

  • Director of Warehouse Operations

    2 months ago

    Merrillville, United States LHH Recruitment Solutions Full time

    Job DescriptionJob DescriptionLHH is seeking a Director of Warehouse Operations for a Direct Hire, Permanent Placement position with a warehousing and distribution client who has multiple facilities across North America. In this newly created position, you will be responsible for overseeing a multi-site operation, standardizing processes, implementing best...

  • Director of Maintenance

    1 week ago

    merrillville, United States Albanese Confectionery Group, Inc Full time

    UNDERSTANDINGThe Director of Maintenance will oversee the maintenance operations of our manufacturing facility. This role is critical in ensuring that all equipment and systems operate efficiently and safely. The Director of Maintenance will lead a team of maintenance professionals and work closely with other departments to support production goals and...

  • Director of Maintenance

    1 week ago

    merrillville, United States Albanese Confectionery Group, Inc Full time

    UNDERSTANDINGThe Director of Maintenance will oversee the maintenance operations of our manufacturing facility. This role is critical in ensuring that all equipment and systems operate efficiently and safely. The Director of Maintenance will lead a team of maintenance professionals and work closely with other departments to support production goals and...

  • Director of Maintenance

    2 weeks ago

    Merrillville, United States Albanese Confectionery Group, Inc Full time

    UNDERSTANDINGThe Director of Maintenance will oversee the maintenance operations of our manufacturing facility. This role is critical in ensuring that all equipment and systems operate efficiently and safely. The Director of Maintenance will lead a team of maintenance professionals and work closely with other departments to support production goals and...