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Sr. Dir./Dir., Customer Experience Operations

Company: Plexus Worldwide Inc.
Location: Scottsdale
Posted on: August 6, 2022

Job Description:

This website is AudioEye enabled and is being optimized for accessibility. To open the AudioEye Toolbar, press shift + =. The toolbar contains the followingThe AudioEye Help Desk to report accessibility and usability related issues.The AudioEye Certification Statement to explain the ongoing web accessibility and usability enhancements for this website.The Player tool to listen to this site read aloud. The Player is not intended as a substitute for your screen reader. If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process. Sr. Dir./Dir., Customer Experience Operations Scottsdale, AZ, US 30+ days ago Requisition ID: 1919 Plexus Worldwide is a leading direct-sales company founded in Scottsdale, Arizona, where it remains a top employer and economic driver. For the past 14 years, Plexus has been focused on igniting hope, health, and happiness, through their science-backed nutritional products and skincare, as well as an exciting home-based entrepreneurial opportunity. -As a 5-time Best Places to Work winner, the company enjoys a strong organizational culture and has a deep commitment to giving back to communities in need. -The Sr. Director/Director, Customer Experience Operations is responsible for leading the strategic customer success programs that drive innovation and consistency across the customer journey. This role will develop the strategy, setup, execution, and management of scalable customer success focused programs that build customer loyalty and satisfaction.The role will lead ideation and concepts across customer experience initiatives and perform customer impact analysis, customer data analysis, cross-channel and cross-product alignment, and the identification of opportunities to improve the experience, all through the customer lens.Job Duties:

  • Partners strategically with executives and cross functional teams to create company-wide goals focused on delivering memorable customer experiences by evolving existing processes and acting as a customer advocate for product enhancement opportunities. Maps existing end-to-end experiences, identifies gaps, and builds multi-year roadmaps to achieve service excellence, focusing on best-in-class service experiences.
  • Consults and supports cross-functional teams in all geographies to put a customer centric lens on cross-functional team activities.
  • Prioritizes and accelerate delivery of high impact outcomes and enables teams to achieve their goals through a unified customer experience strategy.
  • Builds a streamlined customer experience across all departments.
  • Conducts research to do deeper dives into understanding customer behavior and preferences.
  • Applies understanding of customer behavior and preferences to customer personas and journey maps.
  • Detects, reports, forecasts, and mitigates client risk through proactively spotting and correcting any issues that could affect customer satisfaction or retention.
  • Ensures company performance standards are being met and all customers receive the best possible omni-channel experience.
  • Researches and implements ideas and programs to increase customer satisfaction and build brand loyalty.
  • Networks with company stakeholders and business leaders to identify problem areas and develop strategies for improved customer experience.
  • Collects and analyzes data to make well-informed business decisions to enhance customer experience.
  • Gathers feedback from customers to learn more about their experience with the company's service offerings.
  • Motivates team to meet company goals and push for success.
  • Collaborates with cross functional partners to optimize performance of the Contact Center and address root causes of customer concerns.
  • Commit to working together as one team, exceed service expectations by developing positive relationships and treat others with value and respect---always.
  • Exhibit an honest and committed effort to delivering as promised, never compromising quality.
  • Achieve individual and team goals. Meet deadlines with the resources provided and never compromise ethical standards.
  • Seek opportunities for personal and professional development. Attend all company required training and actively participate in development conversations with managers.
  • Contribute to the overall growth and success of Plexus by embracing the Plexus core values:
    • We are One Plexus.
    • We are accountable.
    • We get the job done right.
    • We empower others.Minimum Qualifications:
      • Bachelor's in business, marketing, economics, math, statistics, related field, or equivalent practical experience.
      • At least 6 years of experience working with customer processes and systems (e.g., lead to order), customer channels, connected products, innovative service models and/or digital transformation. Broad understanding of customer experience processes and systems including customer insights, Customer and market research journey mapping and persona development, experience design. At least 2 years in a director or higher-level role.Preferred Qualifications:
        • Master's, or PhD in business, marketing, economics, math, statistics, related field, or equivalent practical experience
        • 8-10 years of experience in customer success or similar role with process ownership and management with a proven track record in customer experience leadership, strategic roadmap planning, and robust customer experience and operations.
        • 100% company paid medical, dental and vision for Employees.
        • 401k program with a company match and immediate vesting.
        • Quarterly bonuses based on company profitability.
        • Weekly drawings for gift cards and cash.Thank you for taking the time to apply for an opportunity with our One Plexus team! If you had any issues during the application process, please contact us directly.

Keywords: Plexus Worldwide Inc., Scottsdale , Sr. Dir./Dir., Customer Experience Operations, Other , Scottsdale, Arizona

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