Director Customer Excellence

CONA Services•Charlotte, NC

2d•Onsite

About The Position

The Director, Customer Excellence is accountable for primary functions of operational management, including developing and driving a comprehensive Go-To-Market strategy, oversight of large-scale complex customer operations; support the engineering, development, and execution of managed solutions for the critical customers while ensuring KPI trends are meeting targets. This position will forecast and capitalize on changing market conditions; work independently to maximize performance and profitability; build and maintain cross-functional relationships across the customer organization.

Requirements

Bachelor’s degree (4 years)
Knowledge acquired through 7 or more years of work experience
10 years transportation including account management, customer-facing, and operations experience
Excellent verbal and written communication skills
Excellent interpersonal, negotiation and customer service skills
Excellent attention to detail; planning, and organizational skills
Strong analytical and problem-solving skills
Strong supervisory and leadership skills
Expert time management in Microsoft Office Suite

Nice To Haves

Sales Lead Generation, Negotiation experience
Vendor management P&L experience
MBA or master’s degree in related field

Responsibilities

Direct, lead, and motivate function to deliver results by communicating company goals, safety practices, and deadlines; recruit, engage, coach and develop teammates through effective performance management, coaching, and training; implement continuous improvement methods while maintaining customer focus; and embody company purpose and values to inspire servant leadership
Draft, implement and execute policies and procedures to facilitate a quality customer experience and drive revenue growth that align with company goals
Oversee full-lifecycle large scale complex customer daily operations; act as the final point of escalation of all issues between multiple customers and internal functions, such as field operations, brokerage, and planning
Oversee the design and implementation of a strategic customer approach that reduces cost and increases customer satisfaction; including ongoing P&L monitoring, quarterly business reviews, standardized customer reporting, standardized customer communication routines, customer scorecard management, and other items that will drive a high level of customer satisfaction
Establish and monitor customer account-specific standard operating procedures and KPI’s for both the Customer Experience and Customer operations team. These goals must drive high levels of employee engagement, satisfaction, optimal customer service, increasing operational efficiencies, and cost savings for both Red Classic and the customer
Serve as subject matter expert and masters market trends, seasonality, and their impacts on costs to maximize company profitability