Global Director of Customer Experience - Janus

Overview:

The Global Director of Customer Experience is responsible for directing and overseeing all aspects of JBI’s global customer service policies, objectives and initiatives. This role will be critical in shaping the strategy for all customer interactions, engagement, and life cycle management.

Responsibilities:

1. Develop and implement a global customer service strategy that aligns with the company's goals and objectives.
2. Play a critical role in shaping the strategy for all customer interactions, engagement, and life cycle management.
3. Manage customer service leads and ensure the utilization of best practices and success of processes and procedures.
4. Recruit, train, coach and develop strategy of the customer service team.
5. Own policies, processes, and procedures that ensure effortless customer experiences and consistent, high-quality interactions.
6. Establish performance metrics, service levels, and compliance requirements for objectively measuring the customer service department and employee performance.
7. Influence the strategic plans and priorities of internal/external partners to ensure delivery of customer service efficiencies and resolutions to customer/agent pain points.
8. Oversee intercompany transactions and related processes for the cross utilization of global JBI products and resources.
9. Act as the voice of the customer, championing changes and improvements across the customer experience and delivering insights to the broader business.
10. Identify opportunities to improve customer service processes and implement changes as needed.
11. Help scale the organization, working with regional leadership to ensure a globally consistent standard of excellence across our product offerings.
12. Review volume and type of incoming tickets/claims to notify related departments of business anomalies.
13. Analyze customer data to identify trends and develop strategies to improve customer satisfaction and retention.
14. Create and maintain a global customer service playbook that outlines best practices and standard operating procedures.
15. Other duties as assigned.

Qualifications:

1. Bachelor’s degree, or equivalent work experience required.
2. Ten or more years of experience in Customer Service, Consulting, Sales or related field, preferably for a global company.
3. Exceptional client management and communication skills and willingness to travel as needed.
4. Experience working with SalesForce.com and other CRM tools a plus.
5. Strong presentation, meeting facilitation, written communication and time management skills required.
6. Product knowledge & experience in storage, commercial doors and access control.
7. Intermediate computer skills required, including MS Office Products.
8. Ability to communicate by telephone in a clear and professional manner required.

Physical Demands:

1. Regularly required to sit, stand, and walk.
2. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.