Director of Customer Experience

Supporting accountability for sobriety in Addiction Recovery & Family Law with a comprehensive alcohol monitoring system

This Jobot Job is hosted by: Gene Choi
Are you a fit? Easy Apply now by clicking the "Apply Now" button and sending us your resume.
Salary: $110,000 - $150,000 per year

A bit about us:

Based in Huntington Beach, we are an exciting medical device company on the cutting edge of monitoring. We utilize facial recognition that can send real time data to individuals. We've been in business for over 10 years and are established as the premier monitoring system.

Why join us?

• Competitive Base Salary!
• 401K match, PTO, and excellent benefits!
• Accelerated Career Growth!

Job Details

Responsibilities:
1. Developing and implementing a comprehensive customer experience strategy that enhances customer satisfaction and drives business growth.
2. Collaborating with cross-functional teams to understand customer needs, identify gaps in our current service, and develop innovative solutions.
3. Leveraging data and customer feedback to drive improvements in customer experience across all touchpoints.
4. Leading the design and implementation of customer experience initiatives, including the use of Genesys and other customer experience platforms.
5. Managing relationships with key stakeholders and working closely with the BPO team to ensure consistent service delivery.
6. Establishing key performance metrics and goals for the customer experience team, and regularly reporting on performance.
7. Leading, coaching, and developing a high-performing customer experience team, fostering a culture of continuous improvement and customer-centricity.

Qualifications:
1. A minimum of 5 years of experience in a customer experience leadership role within the tech services industry.
2. Proven experience with customer experience platforms, particularly Genesys.
3. Extensive knowledge of BPO operations and the ability to effectively manage these relationships.
4. A strong customer focus, with a proven track record of using customer feedback and data to drive improvements in customer experience.
5. Exceptional leadership skills, with the ability to inspire and motivate a team.
6. Strong analytical skills, with the ability to translate complex data into actionable strategies.
7. Excellent communication skills, with the ability to engage and influence stakeholders at all levels of the organization.
8. A Bachelor's degree in Business Administration, Marketing, or a related field. A Master's degree or equivalent professional qualification would be an added advantage.

Interested in hearing more? Easy Apply now by clicking the "Apply Now" button.

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