Director of Customer Engagement & Support
About The Position
The Director of Customer Engagement & Support is responsible for overseeing the development and implementation of Restaurant Services' initiatives that improve our customer experience and brand loyalty. The role requires directing the strategies and progress of several different teams and ensuring everyone is working to meet our goals and objectives. Essential Duties/Responsibilities Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time. Establishes and align support goals with the Business Unit Vice President, Regional Vice President of Sales, and Director of Marketing to continually improve customer experience and team efficiency. Partners with Operations and Logistics leadership to develop strategies focused on raw material volume improvement and customer churn reduction Provides leadership, coaching, and professional development to the Customer Engagement Center Management Team. Guides Customer Engagement Center teams using a streamlined approach focused on positive engagement, effective problem-solving, and customer satisfaction. Oversees the Used Cooking Oil Indoor Equipment Support Program for Sales, Innovation, Manufacturing, and Installer networks. Develops and manage ongoing CRM enhancements and integrations to support customer engagement and service operations. Develops and execute a roadmap for automation, digital engagement, and AI within the call center telephony platform. Ensures all team members receive comprehensive onboarding and ongoing education/training. Improves customer satisfaction by leveraging survey insights and results from the team Quality Assurance program. Manages capital expenditures for the business unit effectively and responsibly. Other duties as assigned
Requirements
- Bachelor's degree in a related field or a minimum of 10 years of customer service experience.
- 5+ years of supervisory experience.
- 5+ years of CRM experience.
- Strong analytical skills with the ability to interpret data and apply insights.
- Excellent verbal and written communication skills.
- Ability to set goals that are specific, measurable, attainable, relevant, and time-bound (SMART).
- Strong problem-solving skills with the ability to deliver effective solutions for customers and employees.
- Ability to research and analyze data and metrics to support decisions and measure progress.
- Demonstrated strategic thinking capabilities.
- Excellent organizational skills and attention to detail.
- Self ‑ motivated with a positive, enthusiastic, and professional demeanor.
- Proficiency with computer applications, including Microsoft Office Suite and CRM platforms.
- Demonstrated sense of urgency and the ability to make timely, decisive actions when appropriate.
Nice To Haves
- Demonstrated ability to learn, understand, and apply modern technologies effectively.
- Ability to communicate with confidence and influence others while maintaining professionalism and respect.
Responsibilities
- Establishes and align support goals with the Business Unit Vice President, Regional Vice President of Sales, and Director of Marketing to continually improve customer experience and team efficiency.
- Partners with Operations and Logistics leadership to develop strategies focused on raw material volume improvement and customer churn reduction
- Provides leadership, coaching, and professional development to the Customer Engagement Center Management Team.
- Guides Customer Engagement Center teams using a streamlined approach focused on positive engagement, effective problem-solving, and customer satisfaction.
- Oversees the Used Cooking Oil Indoor Equipment Support Program for Sales, Innovation, Manufacturing, and Installer networks.
- Develops and manage ongoing CRM enhancements and integrations to support customer engagement and service operations.
- Develops and execute a roadmap for automation, digital engagement, and AI within the call center telephony platform.
- Ensures all team members receive comprehensive onboarding and ongoing education/training.
- Improves customer satisfaction by leveraging survey insights and results from the team Quality Assurance program.
- Manages capital expenditures for the business unit effectively and responsibly.
- Other duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Director
