Senior Director, Customer Service

Brother • Bartlett, TN

66d • Hybrid

About The Position

The Senior Director, Customer Service is responsible for defining and building the future of Brother's service operations across the Americas. In addition to driving quality and efficiency in current operations, this leader works to transform the team from being a troubleshooting group into being a strategic customer care team within Brother's Customer Experience Center (CXC), generating significant contributions to customer experience, loyalty, and sales. Acting as a visionary leader for customer service, this role develops a clear future vision, timeline, and strategic plan of action for what customer service in the Americas should truly look like - establishing a unified, best-in-class service model across domestic operations as well as several subsidiaries in North & South America. This position leads both on-shore and off-shore support services teams, drives the direction and growth of Brother's support portfolio, and implements new tactics, processes, and technologies to create Brother's "customer service of the future." The Senior Director's responsibilities fall into three important categories - CS Operational Excellence (today), CS Strategic Ownership (transformational), and Departmental & Executive Leadership.

Requirements

• Bachelor's Degree (or equivalent experience) Business or related field
• 12+years Executive leadership experience in a fast-paced technical environment
• Extensive experience managing on-shore and off-shore customer support teams
• Experience in developing strategic improvements of customer service operations to improve alignment, efficiency, and value
• Experience with budgeting, project management, and leading large teams
• Microsoft Office (Word, Outlook, PowerPoint, Excel)
• Customer Service Platforms (currently Oracle Service Cloud)
• Enterprise Management Platforms (currently S4, Hyperion)
• Phone System Software (currently Five9) and voice technology
• Advanced knowledge of contact center service industry best practice methodologies
• Advanced business, financial, and analytical acumen
• Ability to effectively lead, coach, and develop cross-functional teams
• Exceptional interpersonal skills to effectively build relationships with all levels of the organization, and procure needed support and approvals
• Excellent written and verbal communication skills

Responsibilities

• Utilize analytics, experience, and sound judgment to create the optimal blend of expense, answer rates and customer satisfaction
• Manage the complex Customer Service budget
• Produce budget and performance reports and propose / implement adjustments based on trends
• Own and manage the best eco-system of Customer Service enablement tools and SaaS, negotiating agreements, and implementing training / adoption efforts
• Oversee and direct all onshore and nearshore contact center operations (performance measurement, agent
• Set aggressive long-term goals for Customer Service around support quality, delivery efficiency, reducing call volume, improving self-service and other key metrics
• Build transformative, multi-year strategic plans to deliver against those goals
• Scope, secure executive approval for, and deploy a comprehensive regional strategy for "Customer Service in the Americas," tailored to the varying maturity levels of each subsidiary across North America & South America
• Establish a unified vision, timeline, and roadmap for creating a future-forward service model that meets the unique needs of each market, ensuring consistent, high-quality customer experiences across the Americas
• Ensure strategic plans are achieved through effective management of resources, staff, and stakeholders
• Identify, analyze, and deploy applicable new enabling technologies such as chatbot, AI, etc.
• Implement improvements in overall customer experience, including loyalty and engagement tactics, with the goal of increasing the number of "golden" customers, and driving business results
• Methodically create the best organizational structure, hiring and developing talent as needed, and utilizing outside resources, to enhance Customer Service results
• Provide transparent, insightful analytical reporting to CXC and Company leadership teams
• Develop contact center policies, procedures, and standards
• Collaborate and participate as key member of various working groups (social, AI, web, etc.)
• Lead Customer Service -- and support departmental -- strategy, culture, and excellence efforts

Benefits

• We offer a comprehensive benefits package with diverse plan options to meet your family's needs, including health, vision, and dental insurance-all effective from day one of employment.
• Under our 401(k) retirement savings plan, we match up to 100% of the first 4% of employee contributions, with employer matches vesting immediately.
• Additionally, we offer an educational assistance program that reimburses up to 100% of tuition, lab fees, textbooks, and other related expenses for qualifying programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Industry: Machinery Manufacturing
• Number of Employees: 1,001-5,000 employees