Director, Consumer Experience

Company: CTI Education Group
Location: Mount Pleasant
Posted on: February 22, 2021

Job Description:

Search for our current open jobs around the world and apply online. Job Description - Director, Consumer Experience (21001590) Job Description Director, Consumer Experience Requisition ID : ( 21001590 ) Primary Location : United States-Wisconsin-Mt Pleasant Job Function : Customer Service Job Posting Date : Feb 9, 2021, 5:59:55 PM If you are a Consumer Experience--professional looking for an opportunity to grow, Emerson has an exciting opportunity for you! Based in our--Mount Pleasant, WI--location, you willhave a leadership role over high performing teams of subject matter experts responsible for driving best-in-class InSinkErator consumer experience from product inquiry through post-sale installation, care and use, including field service. You--will establish and drive the forward vision, develop annual roadmaps and strategies and execute the annual plan to adapt our consumer experience offering to the evolving omni-channel needs of our consumers earning loyalty and driving consumer satisfaction. Primary focus will include (1) time invested to develop team capabilities, specifically focused on data capture and analysis to better understand our consumers and products and collaborate with multiple functional areas; (2) direct policy, and maintain systems and technology to drive Contact Center performance and evolve our offering to match consumer needs; and (3) drive new technology to improve visibility and better connect our Field Service Operations and Regional Parts Depots activities. This position is expected to build relationships with our global team to review current capabilities and market needs, and then partner with the global leaders to maintain or develop capabilities to offer best-in-class consumer experience. AS THE DIRECTOR OF CONSUMER EXPERIENCE , YOU WILL:--

• Develop and own InSinkErator consumer experience vision and roadmap to deliver best-in-class service. Adapt our consumer experience offering to the evolving omni-channel needs of our consumers (web, email, phone, chat, text). Utilize Strategic Deployment process to identify annual priorities and build strategies and execution plans to realize new capabilities to drive consumer satisfaction and build brand loyalty. Maintain key performance indicators and a regular cadence to monitor results. Perform root cause analysis and drive counter measures where results are lacking targets.--
• Establish standard work for all processes from onboarding and training through consumer interaction, issue resolution and field service interaction. Lead the development of data capture and analysis of consumer and field product quality or service issues to help drive new product development or process improvement across the organization. Participate in new product development market requirement events as Voice-of-Customer for consumer experience proactively looking to offer suggestions on how to enhance consumer loyalty and retention.--
• Oversee Emerson Global Shared Services Contact Center. Indirectly manage local operations leader driving call center environment, strategic direction, key performance indicators, and reporting information to improve our level of consumer experience. Responsibilities include governance over the global Oracle Service Cloud CRM and telephony policies, systems and technology. Oversee Contact Center technical training and certification programs for Contact Center support personnel in addition to quality observation process including scoring and corrective action.--
• Oversee Field Service leader responsible for developing factory authorized service center capabilities and ensuring nationwide coverage of field warranty work and claims processing in addition to management and driving improvement with our Service Parts Depots. Provide leadership over integration of new field service management technology platform to close the information loop among our field service activities, warranty claims and Contact Center interactions.--
• Build relationships with the InSinkErator global leadership team. Develop structure for ongoing review of current consumer experience capabilities and potential gaps with market requirements. Establish process to monitor performance and identify improvement opportunities. Partner with global leadership teams to drive improved capabilities.--
• Build relationships and proactively collaborate with InSinkErator product quality, engineering, finance sales and marketing teams to communicate potential areas of improvement based on consumer experience data capture and analysis.--
• Oversee our Consumer Escalation policies. Responsibilities include governance over goodwill policies and other techniques used to resolve highly highlight escalated issues.--
• Oversee our Product Liability & Claims process which includes consumer claim in-take, case documentation, field service observations and product capture, internal quality inspections, and dispute resolution.-- WHO YOU ARE: You create competitive and breakthrough strategies that show a clear connection between vision and action. You break down objectives into appropriate initiatives and actions. You structure work so it aligns with people's goals and motivators. REQUIRED EDUCATION, EXPERIENCE & SKILLS:
  • B.A./B.S. Degree and a minimum of eight years relevant work experience managing contact center operations.
  • Strong Microsoft Office, PowerPoint and Excel skills.--
  • A strong ability to communicate both written and verbally required.
  • Ability to travel up to 15% of the time.
  • Legal work authorization in the United States. --PREFERRED EDUCATION, EXPERIENCE & SKILLS:
    • Prefer experience in appliance industry or related consumer durable goods.
    • Prefer experience with Oracle, Genesys or other customer service system technologies. We invest in our employees to ensure they have the marketplace knowledge, skills and competencies to compete and lead in a global economy. Our training programs focus on end-to-end development from onboarding through senior leadership. Flexible and competitive benefits plans offer you the right options to meet your individual/family needs: medical insurance plans, dental and vision coverage, 401(k), tuition reimbursement, and more. We provide employees flexible time off plans including paid parental leave (maternal and paternal), vacation and holiday leave. Our success is measured by the positive impact we make on people, our communities and the world in which we live.-- Learn more about us! . Our Commitment to Diversity & Inclusion At Emerson, we are committed to fostering a culture where every employee is valued and respected for their experiences and perspectives. We believe a diverse and inclusive work environment contributes to the rich exchange of ideas that inspires innovation and brings the best solutions to our customers. This philosophy is fundamental to living our company's values and our responsibility to leave the world in a better place. Diversity and Inclusion at Emerson is about welcoming, respecting, and valuing the differences each employee possesses. Inclusion is creating a real sense of engagement, belonging and connection for all employees. Learn more about our-- Culture & Values --and about-- Diversity & Inclusion at Emerson . Work Authorization Emerson will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire. Equal Opportunity Employer Emerson is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to--idisability.administrator@emerson.com .
      • You get more than just a paycheck
      • Tuition Reimbursement- decide to go back to school and we can help pay back your tuition costs
      • Mentorship Program- be paired with someone who wants to see you grow
      • SOAR- take your career to new heights with this employee resource group
      • Profit Sharing- you'll share in the profits since you are part of this company.
      • Activities to engage employee interaction (BBQs in the summer, Donut Days, company picnic, community outreach, wellness contests), which helps create and maintain a fun and interactive corporate culture. You should enjoy your time at work. Schedule
        We offer a Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can flex with your life schedule
        About our Location--
        Headquartered in Mount Pleasant, Wisconsin, InSinkErator-- is the world's largest manufacturer of garbage disposals and instant hot water dispensers for home and commercial use. We recently moved into our new modern headquarters and state-of-the-art lab space that will facilitate continued InSinkErator innovation and growth, enabling us to showcase the leading technologies that we're developing here in Wisconsin. For over 80 years, the company has delivered long-lasting innovative products, with superior grind and sound performance, trouble-free operation, fast, easy installation, and a We Come To You-- In-Home Limited Warranty. Emerson, a Fortune 500 company with $18.4 billion in sales, more than 20 Innovation, Solutions & Engineering Centers, and 200 manufacturing locations worldwide, is committed to helping employees grow and thrive throughout their careers. We are innovators, question-askers and problem-solvers. We don't settle for good enough or "This is the way it's always been done." Instead, we push ourselves and strive for the "never been done before."-- Our Automation Solutions business enables the greatest use of the world's most valuable resources, ensuring the performance and safety of industries that are the backbone of daily life. Our Commercial & Residential Solutions business helps ensure human comfort and health, protect food quality and safety, advance energy efficiency and create sustainable infrastructure. Emerson is where technology and engineering come together to create solutions for the benefit of our customers, driven without compromise for a world in action.

Keywords: CTI Education Group, Mount Pleasant , Director, Consumer Experience, Executive , Mount Pleasant, South Carolina