Director of Customer Experience

hace 3 días


San Luis Potosí, San Luis Potosí, México Oil and Gas Job Search Ltd A tiempo completo
About the Role

We are seeking a highly experienced and skilled Director of Customer Experience to lead our customer experience operations within the San Luis Potosi, Mexico site/HUB. The successful candidate will be responsible for ensuring that customer inquiries and orders are processed timely, accurately, and with the utmost professionalism.

Key Responsibilities
  • Implementing Strategy: Implement the customer experience strategy and objectives in alignment with the overall Oil and Gas Job Search Ltd vision.
  • Customer Experience Management: Manage the customer experience across the Global Business Enterprises (GBEs) which aligns to our company culture.
  • Process Improvement: Continuously improve processes to collect feedback from customers, share and use with GBE/Regional leadership and employees, in order to create an effortless customer experience.
  • Leadership and Team Management: Lead a team of customer support managers and supervisors in the error-free execution of the order management processes.
  • Metrics and Reporting: Adopt and report on the vital few and meaningful metrics to drive improvement across CX.
  • Change Management: Lead the local preparation and deployment planning for all work transitions moving into or out of the HUB.
  • Communication and Collaboration: Engage across the business GBEs and functions to understand needs and requirements and develop an aligned resourcing and skills strategy.
  • Market Analysis: Assess the external market in order to inform local business plans; continue to monitor and evaluate changes which may impact business support.
  • Organization Effectiveness: Evaluate organization effectiveness and site performance, driving change initiatives and reviewing organization design where needed.
  • Transformational Projects: Lead and execute on key transformational projects for the customer support teams.
  • Culture and Leadership: Establish a culture that supports our company values and creates a learning environment.
Requirements
  • Education: Bachelor's degree.
  • Experience: 8 years' experience in progressively more responsible roles including customer-facing and operational roles such as customer service, order management, technical support, or related fields.
  • Leadership Skills: Demonstrated leadership of transformational change, globally.
  • Team Management: Ability to develop high-performing teams.
  • Results-Driven: Strong, results-driven - ability to implement process rigor through organizations.
  • Analysis and Problem-Solving: Ability to effectively analyze complex requirements.
  • Communication and Interpersonal Skills: Strong relationship building/networking/interpersonal skills including coaching and feedback.
  • Communication and Presentation Skills: Excellent communication skills (written & oral) and presentation skills.
  • Action-Oriented: Strong bias for action.


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