VP, Customer Experience Delivery

GreatAmerica•Cedar Rapids, IA

1d•Hybrid

About The Position

GreatAmerica Financial Services is a highly successful entrepreneurial company providing equipment financing to businesses across the United States. Our exemplary customer service, our principle-centered business philosophy and our team-based operating approach are key to our success and growth. We Are Looking to Add a Key Member to Our Office Equipment Group! The decision to fill this role at either the director or the VP level will be based on candidate experience. The Vice President or Director of Customer Experience Delivery provides strong input into the strategic direction of the OEG Business Unit, including (a) acting as the primary lead for ensuring there is alignment between the needs of OEG’s customers and Product Teams and Functions, (b) collaborating with Functional Leaders in establishing, monitoring, evaluating the effectiveness of, and updating appropriate Commitments to Service Excellence (CSEs), (c) collaborating with Functional Leaders to ensure appropriate people, processes, and procedures are in place to consistently deliver the GreatAmerica Experience to OEG’s customers, (d) supporting the development of OEG’s Team Leaders, and (e) supporting the execution of Business Unit strategic initiatives. The Vice President or Director of Customer Experience Delivery role will continuously evolve to support the needs of the OEG Business Unit and its customers.

Requirements

Education: Bachelor’s degree in finance/accounting/related field or equivalent.
Experience: Minimum of 5 years of business capability/team leadership experience required
Computer Skills: Experience with Microsoft Office, Excel, and PowerPoint

Responsibilities

Align with the Product and Functional Leaders to develop, implement, and evolve appropriate performance indicators (CSEs) for GreatAmerica’s Functions to consistently deliver the GreatAmerica Experience to OEG’s customers and differentiate GreatAmerica in the marketplace.
Partner with the SVP of Operations and the Chief Product Officer to shape the technology product roadmap by understanding the value created by products and services offered to our customers, with a focus on the future of the GreatAmerica Experience for OEG’s customers. This includes representing the customer voice in the OEG Product Team.
Coordinate with the Chief Product Officer to analyze usage of tools created for OEG’s customers to ensure effective utilization and identify additional functionality needs.
Collect and analyze customer and market feedback to identify trends and areas for improvement, and work with the Functional Leaders on enhancements to the GreatAmerica Experience for OEG’s customers.
Create and maintain a development plan for OEG’s Team Leaders that ensures we have the knowledge, skills, and abilities within the Team Leader role to execute for today and evolve for the future needs of OEG’s operating teams and customers.
Continually evaluate the roles and responsibilities of the members of OEG’s operating teams. Consider redesigns to workflows and enhancements to the existing support systems where appropriate.
Lead or assist in the development and implementation of the Business Unit’s strategic objectives relating to the GreatAmerica Experience and team development/execution, with a primary focus on how the operating teams enable the evolving Business Unit programs and growth strategies.
Have a thorough understanding of the Business Unit’s industries of focus, including current trends and new/evolving products.
Interact frequently with OEG’s customers to gain a deeper understanding of their needs.
Ensure company policies and procedures are being followed by the Business Unit. Make recommendations to alter or modify existing policies, as appropriate.
Positively lead change management implementation across OEG’s operating teams and the Business Unit when applicable.
Participate in OEG’s leadership meetings, focusing on ensuring the voice of the customer is driving OEG’s initiatives.
Perform other duties as required and assist with internal and external requests

Benefits

Competitive Compensation
Monthly Bonuses for Eligible Employees
401(k) and Company Match
Annual Profit Sharing
Paid Time Off
Paid Vacation - starting at 80 hours annually for employees in their first year of service.
Paid Sick Days - Ten (10) per year with a conversion option for unused time.
Ten (10) Paid Holidays per year
Gym Reimbursement
Health Insurance
Dental Insurance
Vision Insurance
Short-Term and Long Term Disability
Company Paid Life Insurance
Flexible Spending Accounts (FSA)
Health Savings Accounts (HSA)
Employee Assistance Program
Parental Leave
Tuition Assistance
Networking Opportunities
Leadership Development Opportunities
Paid Parking
Service Awards
Hybrid work arrangements
Business casual environment
A strong organizational culture focused on our greatest asset: you !