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Customer Experience Director

2 months ago

Raleigh, North Carolina, United States Novanta Full time
{"title": "Customer Experience Director", "description": "Transform Customer Experience at Novanta

Novanta is a leading technology partner to medical and advanced industrial OEMs, with a commitment to innovation and customer success. We are seeking a Customer Experience Director to join our team and drive strategic leadership in customer operations.

Key Responsibilities:
  • Develop and implement a customer experience strategy to ensure timely and professional resolution of customer inquiries and issues.
  • Assess the status quo, define a future state, and provide strategic leadership to improve overall customer experience and retention.
  • Lead and develop teams across multiple locations, providing leadership, coaching, and mentorship.
  • Foster a high-performing learning culture and ensure alignment with company goals.
  • Understand US and international customer relationship strategies and import/export processes.
Requirements:
  • Experience in a customer support leadership role.
  • Demonstrated success in driving customer engagement and experience that ties to the brand and product vision.
  • Intermediate to advanced skills with ERP, Microsoft Office, Salesforce, or equivalent systems.
  • The ability to lead and motivate a team of customer support professionals across multiple locations to achieve objectives.
  • Excellent analytical and quantitative skills; ability to use data and metrics to evaluate, report, and deliver on defined outcomes.

Novanta is an equal employment opportunity and affirmative action workplace. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, military and veteran status, disability, genetics, or any other category protected by federal law or Novanta policy.

", "lang_code": "en-US"}