Global Customer Service Excellence Leader
**This role is located in the greater Charlotte, NC area. Relocation assistance is available.
We are seeking a senior level Customer Service Excellence professional to join a business unit of a large, global company.
Lead the global customer experience and excellence strategy for the technical and customer support teams for the business. This role will lead and influence cross functional teams to improve customer communications, metrics and the overall customer experience.
Indirectly lead a large global team ? technical and customer support teams. Partner closely with hub leaders and functional leaders to drive customer experience and excellence strategies within the business. Lead and influence cross functional teams to improve customer communications, metrics, and the overall customer experience. Identify ways to improve the customer experience and act as a change agent to drive changes globally across the business.
Lead the deployment of customer experience initiatives for the business
Builds relationships with distributors / strategic customers
Build business acumen / provide mentorship for customer facing interactions
Act as the customer advocate within the customer service teams
Customer Service point of contact within the business to help dispatch any queries, escalations, etc.
Routes customer feedback to the business
Identify ways to improve the customer experience and act as a change agent to drive changes globally across the business.
Bachelor's degree with 10+ years Customer facing experience
Proven track record of improving customer experiences
Minimum 5+ years leadership experience
Minimum 5+ years of experience in Program Management, Operations and/or Customer Service/Sales.