Customer Experience Director

4 weeks ago


Euless, Texas, United States Federation of State Medical Boards Full time
Director, Customer Experience

We are seeking a seasoned professional to lead our customer experience initiatives and drive exceptional service across all business channels. This role involves developing and implementing strategies to enhance customer satisfaction, optimize operational efficiency, and foster a customer-centric culture.

Key Responsibilities:
  • Team Leadership & Management: Develop and execute a customer service strategy that aligns with the company's objectives and growth goals. Mentor and guide customer service teams to ensure high performance and professional development.
  • Operations Management: Monitor daily customer service operations to ensure high levels of productivity, accuracy, and service quality. Design and implement systems and processes that optimize workflow, reduce response times, and improve overall service delivery.
  • Performance Management: Collaborate with business units to define and track key performance indicators (KPIs) to measure service levels, customer satisfaction (NPS, CSAT), and team performance. Conduct regular analysis of performance data to identify trends, areas for improvement, and process enhancements.
  • Customer Experience Enhancement: Work cross-functionally with other departments to address customer needs and enhance the overall customer experience. Develop and maintain customer service standards to ensure consistent, positive interactions.
Qualifications:
  • Bachelor's degree required.
  • 5+ years of experience in a customer service management role.
  • Experience with Zendesk (administration and reporting).

FSMB offers a hybrid work environment, which includes telework and on-site workdays. Physical presence at the office is an essential job function of this role which the FSMB deems critical to collaboration, innovation, productivity, employee well-being and engagement, and enhances the Company culture.


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