Director Customer Experience

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** 8. CONTACTING US
** Customer Experience page is loaded## Director Customer Experience locations:
Pewaukee, WI - USAtime type:
Full time posted on:
Posted Todayjob requisition :
JR12302
** We are Generac, a leading energy technology company committed to powering a smarter world.
** Over the 60 plus years of Generac’s history, we’ve been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.

Join our team as the Director of Customer Experience the leader of a high‑volume, 24/7 consumer support operation serving 100+ agents within a dynamic B2C manufacturing environment. In this role, you will champion a seamless, customer‑focused post‑sale experience by driving performance across all support channels, achieving key service metrics, and leading continuous process improvements. You’ll mentor frontline leaders, collaborate cross‑functionally to resolve escalations, and shape the end‑to‑end customer journey through strategic operational excellence.

Major Responsibilities
** Strategic Leadership
*** Leads and develops a high-performing team across multiple shifts to support 24/7 operations, ensuring consistent and exceptional customer service.
* Collaborates with senior leadership to define and execute the consumer experience vision aligned with company goals.
* Serves as the voice of the customer, advocating internally for continuous improvement across all touchpoints.
** Operational Oversight
*** Oversees all customer support channels (voice, chat, email, social media) ensuring SLAs, KPIs, and customer satisfaction metrics are met or exceeded.
* Develops and manages departmental budgets, staffing plans, and resource allocation for continuous coverage.
* Partners with Workforce Optimization Leader to ensure strong coordination with third party contact center for scalable support.
** Process Improvement & Innovation
*** Identifies inefficiencies and leads process improvement initiatives (e.g., Lean, Six Sigma, automation) to optimize workflows, improve first-contact resolution, and increase customer satisfaction.
* Evaluates and implements best in class software to enable agents to be productive quickly and elevate the customer experience.
** Metrics & Performance Management
*** Defines, tracks, and reports key performance indicators (KPIs) including CSAT, , FCR, Abandoned rate, Average speed to answer, and customer satisfaction.
* Uses data insights to make strategic decisions, coach managers, and enhance the customer journey as well as share with product management and engineering teams.
** Team Development
*** Mentors and grows leadership within the customer experience team, including supervisors, team leads, managers and trainers.
* Promotes a culture of accountability, continuous learning, and customer obsession.
** Cross-Functional Collaboration
*** Partners with Product management, Engineering, Marketing and Quality to resolve systemic issues and improve end-to-end customer experience.
* Acts as a liaison during product recalls and critical service interruptions, ensuring transparent and empathetic communication to customers.

Minimum

Job Requirements
** Education
* ** Bachelor’s degree in Business, Operations, or related field (MBA preferred).
** Certification / License
**** Work Experience
*** 8+ years of progressive leadership in…