Senior Director of Customer Experience
3 days ago
A leading healthcare organization in New York seeks an experienced and visionary leader to spearhead their customer service operations as Senior Director of Customer Service. In this pivotal role, the successful candidate will drive all aspects of call center operations, fostering a culture of excellence that prioritizes both staff and customer satisfaction while meeting budgetary goals.
Key Responsibilities- Strategically manage and direct all call center operations to build a strong workplace culture that maximizes staff and customer satisfaction while meeting budgetary objectives.
- Review and refine existing call center policies and procedures to ensure alignment with customer requirements and best-in-class standards.
- Establish and maintain performance metrics, including call efficiency, low abandonment rate, staffing utilization, acceptable turnover, financial performance, and reporting.
- Identify and implement best-in-class tracking tools and methodologies to capture metrics.
- Develop and distribute dashboard reports, including scorecards, metrics, data, and analytical reporting.
- Oversee the hiring, training, and supervision of call center employees.
- Deliver customer-required training programs.
- Collaborate with cross-functional stakeholders to ensure day-to-day operational activities align with the organization's overall goals.
- Take ownership of complaints and grievances, working with other functional areas to identify trends and process solutions.
- Assist in developing and implementing the call center's future vision and strategy.
- Collaborate with sales and retention departments to support member acquisition and retention.
- Bachelor's degree.
- Experience leading large-scale call centers with high call volumes.
- Management experience with direct responsibility for the work of others.
- Experience establishing and maintaining a metrics-driven call center environment, leveraging technology and implementing proper dashboards, KPIs, CRM best practices, etc.
- Project management mindset with the ability to prioritize and manage multiple responsibilities simultaneously.
- Extensive knowledge of online call center phone and tracking systems.
- Ability to train and mentor management-level professionals and grow the department's skills.
- Effective problem-solving skills.
- Union experience.
-
Senior Director of Customer Experience
1 week ago
New York, New York, United States Tandym Group Full timeA leading healthcare organization, Tandym Group, is seeking an experienced and accomplished leader to join their team as their new Senior Director of Customer Experience. In this role, the Senior Director of Customer Experience will oversee all aspects of customer service operations, driving process improvement and excellence through the establishment of...
-
Senior Director, Customer Experience
2 weeks ago
New York, New York, United States Publicis Health Media Full timeJob SummaryWe are seeking a highly experienced and skilled Senior Director, Customer Experience to join our team at Publicis Health Media. As a key member of our leadership team, you will be responsible for defining the direction of our customer experience efforts and ensuring that all projects and work efforts are aligned with our clients' needs and...
-
Customer Experience Director
5 days ago
New York, New York, United States Verb Energy Full timeAbout the RoleWe are seeking a highly skilled and experienced Customer Experience Director to join our team at Verb Energy. As a key member of our leadership team, you will be responsible for developing and executing top-tier customer experience strategies to drive customer retention and increase Customer Lifetime Revenue.Key ResponsibilitiesEnsure quality...
-
Customer Experience Director
5 days ago
New York, New York, United States Rockstar Games Full timeAbout the RoleWe are seeking a highly experienced and skilled Director of Customer Experience to join our Support team at Rockstar Games. As a key member of our global support operations, you will be responsible for leading our live service channel performance and managing a global team of support professionals.Key ResponsibilitiesLead live service channel...
-
Senior Care Director
4 days ago
New York, New York, United States Atria Senior Living Full timeCare Coordination DirectorThe Care Coordination Director plays a pivotal role in ensuring the overall well-being of residents at Atria Senior Living. This position requires a holistic approach to care, coordinating services from healthcare providers and clinical partners to provide a seamless experience for residents.Key Responsibilities:Coordinate Resident...
-
Customer Experience Director
2 weeks ago
New York, New York, United States Fair Harbor Clothing Full timeCustomer Experience DirectorLocation: New York, NYEmployment Type: Full-TimeAt Fair Harbor Clothing, we prioritize our customers above all else. We consider our customers as part of our family, and we strive to provide exceptional service with every interaction. As the Customer Experience Director, you will be responsible for overseeing all customer service...
-
Customer Experience Director
2 weeks ago
New York, New York, United States Fair Harbor Clothing Full timeCustomer Experience DirectorAt Fair Harbor Clothing, we prioritize our customers above all else. As the Customer Experience Director, you will be responsible for overseeing all aspects of customer service operations, ensuring that our brand message resonates through every communication channel. Your role will be pivotal in guiding our BPO-partner to embody...
-
Customer Experience Director
2 weeks ago
New York, New York, United States Fair Harbor Clothing Full timeCustomer Experience DirectorLocation: New York, NYEmployment Type: Full-TimeAt Fair Harbor Clothing, we prioritize our customers as integral members of our community. As the Customer Experience Director, you will be responsible for overseeing all customer service initiatives and ensuring our brand ethos is reflected across all communication platforms. Your...
-
Director of Customer Experience
6 days ago
New York, New York, United States Industrious Office Full timeAbout the Role:This is a unique opportunity to join Industrious Office as a Director of Customer Experience. As a key member of our team, you will be responsible for designing and implementing a set of hospitality and experience standards that support our vision for best-in-class customer experience at work.Responsibilities:Develop and implement tools to...
-
Customer Experience Director
11 hours ago
New York, New York, United States Salt Full time{"h1": "Customer Experience Manager at Salt", "p": "At Salt, we are seeking a seasoned Customer Experience Manager to lead our team at LaGuardia Airport. This role is critical in ensuring that every customer's experience is exceptional, aligning with high standards of service across all functions.", "ul": [{"li": "Oversee the day-to-day operations of the...
-
Senior Customer Success Director
7 days ago
New York, New York, United States CircleLink Health Full timeAbout the RoleCircleLink Health is seeking a seasoned Senior Customer Success Director to join our team and drive business growth through exceptional customer relationships.Key ResponsibilitiesLead the post-signature revenue function, ensuring seamless customer onboarding and satisfaction.Manage a team of customer success managers, fostering a culture of...
-
Senior Director, Consumer Experience
2 weeks ago
New York, New York, United States Weber Shandwick Full timeAbout the RoleWeber Shandwick is seeking a seasoned professional to join our Consumer team as a Senior Director, Consumer Experience. This is an exceptional opportunity to spearhead high-profile, award-worthy campaigns for one of our top food clients, working with celebrity talent, influencers, and red-carpet events.Key ResponsibilitiesManage client and...
-
Director, Customer Experience Leader
2 days ago
New York, New York, United States Ipsos Full timeAbout the RoleWe are seeking a highly skilled and experienced Director to lead our Customer Experience team at Ipsos. As a key member of our leadership team, you will be responsible for driving business growth, developing and implementing strategic plans, and delivering exceptional results for our clients.Key ResponsibilitiesDevelop and execute comprehensive...
-
Senior Director, Customer Retention
2 weeks ago
New York, New York, United States Dow Jones & Company, Inc. Full timeAbout the RoleWe are seeking a highly experienced Senior Director, Customer Retention to lead our retention team and drive the overall retention strategy of our subscriber base. As a key member of our leadership team, you will be responsible for developing and implementing a holistic retention strategy that includes pricing, subscriber communications,...
-
Director, Customer Experience Leader
17 hours ago
New York, New York, United States Ipsos Full timeAbout the RoleWe are seeking a highly skilled and experienced Director to lead our Customer Experience team at Ipsos. As a key member of our leadership team, you will be responsible for driving business growth, developing and implementing strategic plans, and delivering exceptional results for our clients.Key ResponsibilitiesDevelop and execute comprehensive...
-
Senior Director, Consumer Experience
7 days ago
New York, New York, United States Weber Shandwick Full timeAbout the RoleWeber Shandwick is seeking a seasoned professional to join our Consumer team as a Senior Director, Consumer Experience. This is an exceptional opportunity to spearhead high-profile, award-worthy campaigns for one of our top food clients, working with celebrity talent, influencers, and red-carpet events.Key ResponsibilitiesManage client and...
-
Customer Experience Coordinator
2 weeks ago
New York, New York, United States City of New York Full timeJob SummaryThe City of New York is seeking a highly skilled Customer Service Coordinator to join our team in the Customer Service, Language Access and Correspondence Unit (CSLACU). As a key member of our team, you will be responsible for providing exceptional customer service to the public, responding to inquiries, and coordinating with various operational...
-
New York, New York, United States ro-co Full timeAbout the RoleWe are seeking a seasoned Senior Director to lead our Patient Experience Operations team. As a key member of our leadership team, you will be responsible for overseeing the day-to-day operations of our non-clinical team, ensuring excellent execution and high-quality standards.Key ResponsibilitiesEnsure seamless delivery of non-clinical...
-
Senior Director, Talent and Employee Experience
4 months ago
New York, New York, United States Danaher Full timeIntegrated DNA Technologies (IDT) is the leading manufacturer of custom oligonucleotides and proprietary technologies for genomics applications. Our work is complex and cutting-edge, and our team members are curious, creative thinkers who understand that good data drives smart decisions. At IDT, we realize that although science may be uniform, people are...
-
Customer Experience Senior Manager
1 week ago
New York, New York, United States Dandy LLC Full timeCustomer Experience Senior Managerat DandyAbout DandyDandy is a comprehensive solution for dental practices. Our mission is to revolutionize the operational framework for dental offices across the United States by spearheading the shift towards digital dentistry in a $200 billion market. Based in New York City, Dandy is supported by top-tier venture capital...
