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Regional Director, Customer Experience

2 months ago

Denver, Colorado, United States Lineage Logistics Holding, LLC Full time
Job Summary

We are seeking a highly skilled Regional Director, Customer Experience to lead our customer care operations within a designated region. As a strategic business partner to senior leaders, you will be responsible for driving business performance and improving customer experience.

Key Responsibilities
  • Implement customer care initiatives and processes across the region to drive business performance.
  • Advocate for the company's customer experience structure and philosophy to ensure consistency across the region.
  • Drive standardization to enable a seamless customer experience.
  • Lead a team of customer care professionals, focusing on continuous improvement and teamwork.
  • Analyze customer satisfaction scores to drive data-driven process improvements.
  • Communicate goals and critical information to customer care teams throughout the region.
  • Support new customer onboarding activities as needed.
  • Partner with Sales Managers for Quarterly Business Reviews (QBRs) and collaborate with Revenue Management to create actions derived from the Customer Profitability Model.
  • Champion Lineage Link adoption and accessorial revenue capture initiatives.
  • Demonstrate the value of using technology such as Lineage Link and Salesforce Service Cloud to customers.
  • Assume ownership and facilitate the resolution of high-priority customer care problems.
  • Collaborate with other Regional Directors to address and resolve large customer opportunities via updated policies and procedures to drive network-wide consistency.
  • Identify process inefficiencies and areas of opportunity within the Customer Care team.
Requirements
  • Bachelor's Degree or equivalent work experience.
  • 7+ years' experience working in a customer-facing role.
  • Experience managing a team of customer care professionals.
  • Willingness to travel up to 50%.
  • Experience working within Salesforce Service Cloud.
  • Strong track record of exemplary performance living out our customer service principles.
  • Familiarity with leading change management initiatives.