Senior Director, Customer Care

Position:
Senior Director, Customer Care

Reports To:

VP, Strategy & Commercial Enablement

Location:

Milwaukee, Wisconsin - HQ

Remote Type:
Hybrid

The Sr. Director, Customer Care is accountable for overseeing all aspects of Power Efficiency Solutions (PES) customer care. 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 and 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.

• Operational excellence, oversee the daily operations and provide leadership to the global customer care team (85+ associates)
• Drive 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
• Define and measure key customer KPIs and develop strategies and solutions where improvements are needed
• Help to define and deliver customer communications strategies
• Understand VOC and translate insights into solutions. Collaborate heavily with cross‑functional, commercial leaders to deliver processes and programs that enhance the overall customer experience
• Team management and development of customer care 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 within the customer care team

• 10+ years leadership experience managing high‑performing teams. Prior experience leading Customer Care/ Service for a large, multi‑national organization
• Past experience leading VOC strategy and initiatives; inclusive of translating insights into innovative solutions that help enhance the overall customer journey
• Developing, setting, and monitoring key Customer Experience KPIs
• Experience in Salesforce and Oracle ERP or similar tools
• Exceptional communications skills, with the ability to communicate and present effectively to multiple levels across the organization in both one‑on‑one and group settings
• Proven track record of managing large‑scale change initiative(s) by effectively demonstrating stellar collaboration and influencing skills
• Critical thinking skills to properly identify problem area & potential solutions
• Proven experience leveraging multiple sets of input to set a strategic vision; translating the vision into development of key objectives, implementation plans & actions, and key measures / KPIs of what success looks like. Policy Deployment and strategic planning experience
• Analytical skills to properly interpret data and develop strategic insights
• Leadership skills to influence cross functional teams for Continuous Improvement journey

• Bachelor’s degree
• Proven success in developing and deploying a Customer Experience strategy for a Global organization
• Prior knowledge and application of 80/20 principles strongly desirable

• Medical,…