Associate Director, Customer Experience Projects

Gadge USA was established in 1993. Our company is a national packaging supply and supply-chain solutions company with an expansive distribution network. We manage packaging portfolios across multiple categories, combined with a scalable service model, which delivers packaging solutions and continuous improvement to our customers.

We are currently recruiting an Associate Director, Customer Experience (CX) Projects, reporting to our VP, Sales and Marketing. In this role, you will be responsible for leading a team of Project Managers and Project Specialists to deliver excellent customer support and product development services to support the sales process. As the central department within the organization, you will have opportunities to collaborate closely with Sales, Sourcing and Account Management. Simultaneously, you will maintain strong ties with Supply Chain, Sales Operations, Creative, Quality, and Finance, enabling you to play a vital role in ensuring the successful operation of the business.

Requirements

What You Will Do:

• Skillfully manage team capacity and maximizing work output by tactically distributing resources, aligning with objectives, and prioritizing projects

• Manage the performance and development of direct reports through coaching, feedback, training and stretch assignments

• Partner with the Sales team to identify business opportunities and leverage insights to effectively oversee company’s CX projects through the entire product development cycle for all customers

• Proactively challenge the status-quo, identify and communicate opportunities, risks, challenges and recommend solutions

• Drive successful change management through active coaching and mentorship of people at all levels in the organization

• Create, execute, and consistently improve standard operating procedures and training programs to drive progress in the department

• Develop key performance indicators (KPIs) for the department, generate progress reports, and analyze data to optimize team performance

• Instill product development and project management best practices to enhance the customer experience, improve team operational efficiencies, promote scalability and growth

• Actively contribute to cross-functional teams and companywide initiatives to drive process improvements, enhance vendor and customer relationships, and identify opportunities for profit enhancements

• Evaluate and recommend project and product specifications, designs, pricing elements to build profitable customer solutions

• Deeply understand our business, value proposition and customers to diagnose project challenges, identify root causes, recommend, and implement solutions

• Develop and implement departmental tools to aide in workflow efficiencies (e.g., vendor capabilities, vendors by geography, pricing tools, Board matrices by vendors)

Must-Haves:

• Bachelor’s degree, preferably in product development, project management, or business

• 5 - 8 years of project management or product development experience, and a minimum of 3 years of people management experience

• Packaging experience and/or a strong aptitude and passion for learning the packaging industry

• Demonstrated success managing, motivating, and developing a high-performing team

• Experience managing teams through change, building resilience and enable successful adoption

• Prior experience working in Sales, Customer Success, Account Management functions

• Strong communication skills (written and verbal) to engage with stakeholders and customers

• Ability to manage multiple complex priorities, complex projects and meet deadlines in a fast-paced work environment with a high level of attention to detail

• Strong analytical thinker and experience analyzing and presenting data

• Advanced Excel skills, including the Microsoft Suite

Nice-to-Haves:

• Manufacturing, supply chain, logistics, or other similar industry knowledge

• Project management or Six Sigma certification

• Experience with project management or CRM tools (such as Kanban, Salesforce, etc.)

We Like People Who:

• Are passionate about “raising the bar” to produce high-quality work and deliverables

• Have a growth mindset, with a thirst for continuous improvement and development

• Thrive in a collaborative team environment, and open to hear suggestions and feedback

• Have empathy and seek to understand others’ perspectives to build strong relationships

Benefits

What We Offer:

• A competitive salary, including annual discretionary cash bonus

• Your health is important! We offer excellent healthcare (medical, dental, vision) benefits with national providers, short-term and long-term disability insurance, life insurance, employee assistance program, and mental health support programs such as Talkspace and Sondermind

• We provide paid time off including company paid holidays

• We care about your future and offer 401(k) retirement plan, employer match, and a discretionary non-elective profit-sharing program

Additional Information:

Come “en-Gadge” with us and join our innovative, collaborative, and inclusive teams on our journey to Be the best-in-class choice For All Things Packaging®, while fulfilling our Mission: Always Packed with Commitment® to provide a great customer experience, deliver high-quality, custom packaging products and value-added supply chain solutions through a culture of teamwork, strong relationships, and a commitment to excellence. Learn more about us here.

This role will be based in our office located at 3000 Marcus Avenue, Suite 3E03, Lake Success, NY 11042.

The salary range for this role is $130,000 - $140,000 commensurate with the candidate’s experience.

Gadge USA, Inc. is a proud equal opportunity employer. All qualified applicants will be considered without regard to race, color, creed, religion, gender, gender identity or expression, sexual orientation, national origin, genetic information, disability, age, marital status, veteran status, or any other category protected by law.