Requisition ID: 267715
Locations: Charlotte
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Job Overview
The Director of Customer Experience (Service) leads and directs the Customer Connection Hub (CCH) customer service organization inclusive of the accountability for all Equipment Services (EQS) scheduling and dispatch responsibilities. The role is responsible for delivering first-response resolutions across all customer service inquiries and for owning the scheduling, dispatch, and inbound coordination of equipment service work, as well as phone fix capability integrating like work into a single, efficient, automation-enabled operating model.
This leader directs the day-to-day operations of managers, supervisors, and frontline team leads, driving execution across sales support, productivity, efficiency, equipment services support and logistics, and the overall customer experience. The Director executes strategy to ensure daily, weekly, monthly, and quarterly tracking and targeted performance metrics are met, and develops teammates through effective performance management, coaching, and training grounded in servant leadership mutually agreed upon by Customer Connection Hub (CCH) & Equipment Services (EQS) leadership.
The Director partners closely with the Sales and Service Strategy and Transformation team, the Business Process and Systems team, Regional Sales and Operations, Equipment Services leadership, National Accounts, , and CONA to deliver CCH and Interactive Voice Response automation, integrate customer service processes, and evolve EQS and Customer Service workflows for efficiency, quality, and speed.