Customer Experience and Solutions Director - Human Resource Dimensions
Atlanta, GA 30328
About the Job
Human Resource Dimensions has been engaged to place a Customer Experience and Solutions Director for a growing client in the Atlanta area. We are looking for a Customer Experience & Solutions Director who is tech-biased, phone-operations expert, and action-driven. Our client has seen rapid growth (60/70% in two years), which has tested their processes (uncovering bottlenecks), ability to make data-driven decisions, and desire to meet our client's customers’ needs with a simple, friendly, and smooth experience.
This individual will own customer solutions call center function, help create/develop and improve overall customer experience (which will lower the need for calling in), and contribute to diversifying our client's portfolio of customer solutions (phone, chat, AI bots, automation).
Education & Experience
This individual will own customer solutions call center function, help create/develop and improve overall customer experience (which will lower the need for calling in), and contribute to diversifying our client's portfolio of customer solutions (phone, chat, AI bots, automation).
Education & Experience
- B.S. in Engineering, Business or Finance required.
- MBA (w/ Operations focus) highly desirable.
- 10+ years of experience in distribution operations and management positions.
- Strategic mindset and bias to action and using technology for solutions.
- Proven track record of delivering high-performance operating results in a growing business.
- Proven ability to develop and implement growth strategies including market analysis, business plan development, and evaluation of project potentials.
- Strong mathematical modeling skills. Keen understanding of financial planning, management, and reporting.
- Demonstrated ability to lead people and achieve results through others.
- Experience with problem analysis and resolution with a proven track record of continuous improvement.
- Experience with Total Quality Business Excellence and business process management with Customer Solutions.
- Experience with project management (Planning, Time Management, Leadership, and Communication).
Source : Human Resource Dimensions