Director, Customer Experience - REQ # 903
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About The Position
Mitsubishi Electric Trane HVAC US LLC is seeking a Director of Customer Experience in Suwanee, GA. This pivotal role is responsible for driving the execution of our pre and post-sale customer support strategy. The Director will focus on continuously improving customer satisfaction while providing leadership to the Customer Care Center and Technical Support staff. This position is crucial for delivering key support metrics, identifying and implementing best practices, and establishing methodologies, processes, and systems that enhance efficiencies, improve productivity, and ensure the delivery of exceptional customer support. The essential functions of this role include creating value for customers through the delivery of a best-in-class customer experience across all pre and post-sale support touchpoints. The Director will lead the success and continuous improvement of internal customer care and technical services teams. A significant aspect of this role involves fully deploying Lean methodology to enhance staff responsiveness, quality of responses, and resource management through innovative development and strategic implementation. The Director will also be responsible for leveraging technology to improve operational efficiencies and effectiveness, directing the design and development of tools and systems to meet customer needs. In addition, the Director will evaluate and analyze existing business processes and operational data trends to implement necessary changes for greater efficiency and overall business success. This role includes overseeing the recruitment, development, retention, and organization of all staff in alignment with budgetary objectives and personnel policies. Establishing team and individual goals that align with top-level business objectives is essential, as is driving performance improvements and providing ongoing feedback and formal performance appraisals. The Director will manage the P&L and budget, ensuring adherence to the agreed-upon ratio of revenues to customer support expenditures. This position may require travel up to 25% for various company meetings and training, both domestically and potentially internationally.
