JOB REQUIREMENTS: SCOPE OF LEADERSHIP ROLE The Sr. Director, Customer Care is accountable for overseeing all aspects of the company\'s customer care / service operations. The role involves strategic planning and deployment to create a best-in-class customer experience. They will define and enhance the overall cross-functional customer journey to ensure a positive experience throughout all touchpoints. They will be responsible for defining and measuring key customer KPIs and developing strategies & solutions where improvements are needed. Using voice of customer (VOC) this role will be accountable for creating a differentiated service model based on customer classification to enhance the overall customer experience. KEY RESPONSIBILITIES Operational excellence, oversee the daily operations and provide leadership to the global customer care team (400+ associates) Drives the strategy and deployment to create a best-in-class customer experience. Define and enhance the overall cross-functional customer journey to ensure a positive experience throughout all touchpoints Defining and measuring key customer KPIs and developing strategies & solutions where improvements are needed Helps to define and deliver customer communications strategies Understands VOC and translates insights into solutions. Collaborates heavily with cross-functional, commercial leaders to deliver processes and programs that enhance the overall customer experience Team management and development of customer service managers and advocates, fostering a culture of excellence, accountability, and continuous improvement Customer experience and satisfaction. Ensure the customer care strategies and processes lead to a positive and consistent customer experience across all touchpoints. Analyze customer feedback and service metrics to identify areas of improvement and implement initiatives to enhance customer satisfaction and loyalty Collaboration and communication. Collaborate with other departments such as sales, commercial excellence, marketing and division teams to ensure a cohesive customer experience and address any issues impacting customer satisfaction. Serve as a senior point of contact for escalated customer issues resolving them in a manner that maintains or enhances customer loyalty Budget management. Develop and manage the customer care department budget ensuring resources are allocated effectively to meet strategic goals Technology and innovation. Leverage technology to improve customer service delivery including implementation of CRM tools within the customer care team PROFESSIONAL EXPERIENCE/QUALIFICATIONS Minimum Requirements: Bachelor\'s degree required; Advanced degree preferred (MBA, MS Engineering) 7+ years Commercial Leadership experience managing high-performing teams. Prior experience leading Customer Care /... For full info follow application link. Equal Employment Opportunity Employer: Female/Sexual Orientation/Gender Identity/Minority/Veteran/Disabled ***** APPLICATION INSTRUCTIONS: Apply Online: ipc.us/t/3087CE1ED53B45D1