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Director, Global Customer Service

170 NA Order Management Service Warrenville, Illinois, US
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Performance Health is seeking a Director, Customer Experience to join our team. In this role, you will be responsible for the performance of the Global Customer Experience function and the satisfaction of all internal and external Performance Health customers. Leverages industry knowledge, analytical skills, operational efficiencies, and cost-effective solutions to drive service excellence. Essential Job Duties & ResponsibilitiesDevelops and implements procedures, processes and KPI’s pertinent to the effective and efficient operation of Global Customer ExperienceLeads team of approximately 100 employees in US, Canada and UKSets performance standards to meet service goals of companyRoutinely monitors and reports KPI performance, providing insights and direction necessary to ensure goal achievement, continuous improvement, execution of corrective measures and cross-functional awarenessMonitors and aids in development of programs and procedures to ensure customer and employee satisfaction, including training, quality and complianceLeads and sponsors strategic projects on behalf of Global Customer Experience and other functionsDisplays strong partnership with commercial, operational and financial leadership to support key priorities and strategic initiatives Maintains in-depth working knowledge of Performance Health systems and processesLeverages technology and streamlines processes to improve efficiency and performanceDirects the daily operations of Global Customer Experience.Oversees the analysis of reports and audits identifying problems and improving procedures and standards.Communicates procedures and policies to the Global Customer Experience team.Oversees and manages capital and operating budgets.Provides coaching, mentoring, career pathing, and constructive feedback to managers and team membersDrives operational practices to track the performance of teams and individualsPerforms other duties as assignedJob Qualifications Bachelor’s degree in business or related field10+ years of experience leading and developing a high performing call center teamProven track record of success in providing strategic guidance and operational oversight in customer-facing teamsDemonstrates and instills passion for results and competitive driveHighly analytical, with a results and KPI-driven approachStrong proficiency in Microsoft Office; intermediate to advanced Excel skillsAbility to travel 10-15% of the time, including overnight and international travel To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed above are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Performance Health is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, gender, gender identity, sexual orientation, race, color, religion, national origin, disability status, protected Veteran status, age, genetic information, and any other characteristic protected by law.
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