Director of Business Growth

1 week ago


Wixom, Michigan, United States PTG Full time
Key Responsibilities
  • Process Optimization
    • Analyze and refine workflows to enhance efficiency and team productivity.
    • Collaborate with cross-functional teams to align operational processes with customer experience goals.
    • Establish standardized internal and customer-facing communication and reporting.
    • Lead the implementation of tools and technologies to streamline operations.
  • Customer Experience Enhancement
    • Map the end-to-end customer journey to identify pain points and design strategies for improvement.
    • Develop and execute consistent communication processes and internal/external feedback loops.
    • Monitor and report on customer satisfaction metrics, including NPS and retention rates.
  • Leadership & Team Development
    • Mentor and manage departmental leaders in project management and customer service.
    • Create and execute training programs to build team skills and adherence to best practices.
    • Conduct regular performance reviews and develop career progression plans for team members.
  • Strategic Initiatives
    • Establish a Customer Excellence Committee to foster collaboration and accountability across departments.
    • Develop and roll out a tiered SLA program, defining support offerings, response times, and escalation paths.
    • Curate new customer onboarding plan, including a playbook that clearly outlines roles, responsibilities, and timelines for each department.
    • Partner with leadership to evaluate and adjust long-term staffing and resource strategies.
  • Reporting & Metrics
    • Define and monitor KPIs for project delivery, customer satisfaction, and process efficiencies.
    • Provide actionable, data-based insights and recommendations to leadership based on workflow analysis, metrics, and customer/employee feedback.
    • Host project post-mortem reviews and create internal and external feedback loops.

The ideal candidate should have a Bachelor's degree in business administration, operations, or a related field.



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