Vice President of Customer Engagement

2 weeks ago


La Vergne, Tennessee, United States Goodwill San Antonio Full time

Job Title: Director of Customer Experience

Company Overview:

At Goodwill San Antonio, we are dedicated to enhancing lives through the power of work. As a prominent organization in the community, we focus on providing exceptional customer service and support to our clients, ensuring a positive experience at every interaction.

Position Summary:

The Director of Customer Experience is responsible for overseeing the strategic development and execution of client-focused programs. This role involves leading a team to ensure the effective management of our fulfillment operations, with a focus on returns inspection, testing, repair, refurbishment, and order fulfillment across various sectors.

Key Responsibilities:

  • Formulate and implement both short-term and long-term strategies to optimize resources and deliver high-quality service to clients.
  • Guide the management team in performance expectations, training, coaching, and evaluations.
  • Coordinate service delivery to align with client program goals and standards.
  • Conduct regular reviews with clients to assess satisfaction and service quality.
  • Oversee billing processes, ensuring accuracy and timely adjustments as needed.
  • Monitor revenue performance against forecasts and report discrepancies.
  • Act as a model for client advocacy and interdepartmental collaboration.
  • Identify new business opportunities and develop innovative solutions to enhance efficiency and profitability.
  • Address operational challenges promptly with effective action plans.
  • Seek opportunities for process improvements to drive operational efficiencies.
  • Track key performance indicators to ensure objectives are met or exceeded.

Additional Duties:

  • Maintain effective communication with team members.
  • Participate in the recruitment of senior management positions.
  • Collaborate with sales teams to attract new clients.

Qualifications:

Education and Experience:

A bachelor’s degree in business, marketing, communications, or a related field is required, along with a minimum of 10 years of experience in operations management within a relevant environment. A proven track record of at least 3 years in supervising and developing team members is essential.

Skills and Abilities:

  • Strong organizational and strategic planning capabilities.
  • Up-to-date knowledge of industry trends and technologies.
  • Exceptional customer service and advocacy skills.
  • Excellent interpersonal and communication abilities.
  • Proficient in managing multiple programs with a keen attention to detail.
  • Ability to analyze and interpret data effectively.
  • Strong negotiation skills related to pricing and contracts.

Work Environment:

This position involves primarily sedentary work in a controlled environment, with occasional travel required.

Equal Opportunity Employer: Goodwill San Antonio is committed to providing equal employment opportunities to all individuals, including veterans and individuals with disabilities.



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