National Director of Customer Experience

12 hours ago


Bridgewater, Massachusetts, United States Thomas Scientific LLC Full time
Job Title: National Director of Customer Experience

At Thomas Scientific LLC, we are seeking a highly skilled and experienced National Director of Customer Experience to lead our customer service team. This is a unique opportunity to develop and implement a strategic vision for customer experience, driving business growth and customer satisfaction.

Key Responsibilities:
  • Develop and execute a comprehensive customer experience strategy, aligning with the company's corporate objectives.
  • Lead a team of customer experience managers, providing guidance, coaching, and development opportunities.
  • Collaborate with senior leaders to develop and implement tactical solutions to enhance the customer experience while controlling costs.
  • Manage and oversee the national network of call centers, ensuring seamless customer service operations.
  • Develop and maintain effective prescriptive analytics and key performance indicators to inform decision-making and share pertinent data with stakeholders.
  • Build and maintain relationships with vendor partners to deliver products that fully engage the employee and customer experience across multiple channels.
Requirements:
  • Minimum of a bachelor's degree.
  • Proven leadership and management experience, with a track record of driving business growth and customer satisfaction.
  • Exceptional written and verbal communication skills, with the ability to work effectively with cross-functional teams.
  • Demonstrated knowledge of Microsoft Word, Excel, and Outlook, with the ability to analyze data and develop strategic plans.
  • Ability to work onsite and travel to satellite facilities up to 25%.
What We Offer:
  • A competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A dynamic and supportive work environment.


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