Director Customer Experience

Build a Team!

If you are enthusiastic about enhancing customer experiences in the hazardous waste industry and have the leadership skills to drive and sustain excellence, we invite you to apply for this exciting opportunity!
Hybrid opportunity based in the Merrillville, IN office. 4 days per week in office and 1 day remote. 
 

The Opportunity

We are seeking a dynamic and experienced Director of Customer Experience to lead our Customer Experience team in the Midwest to deliver strategic leadership in customer success and strengthen customer partnerships. As a strategic leader you will be partnering with the EVP, Sales Operations and Strategy to set and execute the overall vision and customer success strategies that align internal people, processes, and tools to deliver best-in-class customer experiences.

The ideal candidate will possess a deep understanding of customer success and how partnerships are created and sustained, is a hands-on and high-touch people leader, has knowledge of the hazardous waste industry, and is an expert collaborator and communicator.

Key Job Responsibilities

Strategic Leadership:

• Develop and implement comprehensive customer experience strategies and enhance partnerships across all customer touchpoints.
• Partner closely with the EVP, Sales Ops and Strategy to develop, implement, and sustain the go-to-market model.
• Enhance customer lifecycle through the design and implementation of customer onboarding process and design and implement customer retention strategies that drive partnership and advocacy.

Customer Engagement and Success:

• Foster strong relationships with customers to understand their needs and expectations, ensuring that our services meet or exceed these requirements.
• Engage and understand the various verticals of our customers, their pain points, and our opportunities to be best-in-class.
• As the VOTC, work cross-functionally and proactively to prevent problems for customers, and bring teams together when opportunities for improvement arise.

Team Development:

• Lead, mentor, and guide new and existing customer experience professionals providing coaching, training, development, and support to enhance their skills, performance, and efficacy.
• Coordinate with other teams to provide regular training and knowledge-sharing sessions.
• Drive operational practices to track performance of teams and individuals.

Process Standardization and Adherence: Identify and implement process improvements to streamline customer interactions and enhance service delivery ensuring processes upstream are logical, streamlined, value-adds, and clear to all stakeholders.
 

Systems SME: Identify and proactively collaborate across the enterprise to align and streamline Sales Operations systems and tools that simplify and enable customer experiences and advocate for enhancements and development.
 

Data Analysis: Capture and utilize customer feedback and data analytics to assess service performance, identify areas for improvement, and drive initiatives to enhance overall customer experience and improve NPS ratings.

Qualifications

• Bachelor’s degree in Business Administration, Environmental Science, or a related field; or relevant experience.
• Minimum of 10-15 years of progressing experience in customer experience or customer success management, with a minimum of 5 years in a people leadership role. Industry experience strongly preferred

Skills

• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Demonstrated ability to think strategically and drive effective change within a functional organization.
• Proven proficiency in Microsoft suite, including Outlook, Word, Excel, PowerPoint, Teams, OneNote.
• Proficiency in data analysis and customer feedback tools.
• In-depth knowledge of hazardous waste industry strongly preferred, including RCRA and waste profiling.
• Experience with SAP suite, including C4C, strongly preferred.
• Experience with HubSpot or similar tool strongly preferred.
• Process-driven. Strong preference for Lean or Six Sigma experience and/or certifications.

What Does the Interview Process Look Like?

• We believe in a transparent hiring process that values everyone’s time and engagement. Candidates should expect the hiring process to follow the order below. At any point in the process, candidates may be declined.
• Selected candidates will be invited to schedule a 30-minute screening call via Teams with a Recruiter.
• Next is a 30-minute Teams interview with the EVP, Sales Operations and Strategy
• Candidates will be scheduled for a Teams interview with 2-6 team members representing cross-functional peers and business partners and/or stakeholders.
• Then a 30-minute Teams interview with the Sales Operations and Strategy HRBP.
• The final round is a one hour in-person interview with the EVP, Sales Operations and Strategy.