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Brother USA · 2 weeks ago

Senior Director, Customer Service

Memphis, TN

Full-time

Hybrid

Director/Executive

$180K/yr - $210K/yr

12+ years exp

Brother USA is a leading provider of home and office equipment with a legacy of over 115 years. The Senior Director, Customer Service will define and build the future of Brother’s service operations across the Americas, transforming the customer service team into a strategic customer care unit that enhances customer experience and loyalty.

Customer ServiceElectronicsPrinting

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

Qualification

Executive leadershipCustomer service strategyBudget managementAnalytical reportingCustomer service platformsMicrosoft OfficeInterpersonal skillsCommunication skillsTeam leadership