Director Customer Experience

DESCRIPTION

We are seeking a dynamic and experienced Director of Customer Experience to guide FSMB customer service initiatives and deliver an exceptional customer experience across all business channels. This position involves developing and implementing strategies to improve customer satisfaction, maximize operational efficiency, and facilitates exemplary team performance. The Director ensures alignment with business goals, develops/improves customer support processes and protocols, manages KPIs, and works as an ally to the business units in fostering a customer-centric culture spanning all business areas.

FSMB is an EEO/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin or status as a protected veteran.

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.
• Establish clear goals and KPIs for the customer service, regularly monitoring and reviewing performance.
• Promote a customer-first culture that fosters engagement and loyalty.
• Serve as a performance ally improves business units customer support functions

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.
• Establish and maintain standards for customer service, e.g., documenting operating procedures (SOPs) for consistency and efficiency across all service channels (phone, email, chat, social media, etc.).
• Collaborate with other departments to ensure seamless customer interactions.

Performance Management:

• Work collaboratively 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.
• Implement tools and technology to streamline internal processes and improve customer experience.
• Report on customer service metrics and insights to senior leadership on a regular basis

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
• Identify areas for process improvements and lead initiatives to increase customer satisfaction.
• Monitor and assess customer feedback to continuously improve service quality.
• Stay updated on industry trends and best practices to continually refine and enhance customer service strategies.
• Utilize data from Zendesk to drive strategic decisions and improvements in the customer service function.

Training & Development:

• Develop and implement training programs to ensure staff are proficient in using Zendesk and are equipped with necessary customer service skills.
• Provide ongoing coaching and training to customer support staff and business unit managers
• Stay updated on the latest trends and best practices in customer service technology and techniques.

QUALIFICATIONS:

Education: Bachelor’s degree required.

Experience:

• 5+ years of experience in a customer service management role.
• Experience with Zendesk (administration and reporting).
• Proven track record of improving customer service processes and driving customer satisfaction.

Skills:

• Strong leadership and people management skills.
• Excellent communication and collaboration skills.
• Ability to analyze and interpret data to drive decision-making.
• Strong organizational and multitasking skills.
• Proficiency with customer service metrics, KPIs, and reporting.

Technical Skills:

• Proficient in Zendesk (including automation, customization, and reporting) or other customer service platforms.
• Experience with other CRM and customer service tools is a plus.

Why Join Us?

• Opportunity to shape and have a direct impact on the customer experience.
• Work with a passionate and talented team.
• Competitive salary and benefits package.

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.