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Customer Experience Director

4 weeks ago

Irvine, California, United States Vista Outdoor Full time
Job Title: Director of Customer Experience

As a key member of our team, you will be responsible for leading our Customer Support teams for various brands in North America. Your experience in managing high-performance service teams will enable you to deliver an exceptional Customer Experience to our community of athletes, dealers, and enthusiasts.

Key Responsibilities:
  • Lead Dealer Service (B2B) functions for all Adventure Sports brands in North America
  • Lead Customer Service (B2C) functions for all Adventure Sports brands in North America
  • Collaborate with Distribution & Logistics teams to ensure order processing priority and service level attainment
  • Facilitate daily internal shipping updates; partner with Accounts Receivable, Finance, and Sales Operations & Planning teams to provide orderbook assessments
  • Ensure effective management of Standard Operating Procedures related to Sales Order Management, EDI Order Processing, Program Administration, and Compliance
  • Coordinate regular B2B inside and outside sales communications; partner with marketing and e-commerce leadership team to support key promotional periods
  • Build strong relationships with internal and external stakeholders to provide exceptional support to surprise and delight our customers with every engagement
  • Monitor and report key performance indicators across all support platforms and channels to ensure service-level attainment
  • Manage overall department budget; create long-range staffing plans in alignment with financial goals and associated volume expectations
  • Optimize hours of operations and staffing levels to provide highest level of availability possible
  • Regularly review and assess customer feedback to improve quality of service
  • Coach leaders regarding contact monitoring and track agent development
  • Create career paths within the Customer Support organization based on skills attainment to service multiple brands and channels
  • Ensure consistency in onboarding, training, skills development, and resolution processes
  • Partner with leaders in Europe and International Markets to harmonize global processes and share best practices between regions
Requirements:
  • A minimum of 7-10 years in Customer Service Management
  • Extensive SAP Order Management Experience
  • SalesForce Sales and Service Cloud Experience
  • High proficiency in Excel, Powerpoint, Word and Outlook
  • Highly motivated and self-directed
  • Strong interpersonal and communication skills required
  • Passionate about training and employee development
What We Offer:

We offer a highly competitive salary, comprehensive benefits including medical and dental, vision, disability and life insurance, 401K, PTO, tuition reimbursement, gear discounts, and the ability to add value to an exciting mission.

We are an Equal Opportunity Employer Minorities/Females/Protected Veteran/Disabled.