Customer Experience Director

Build a career powered by innovations that matter! At Novanta, our innovations power technology products that are transforming healthcare and advanced manufacturing-improving productivity, enhancing people's lives and redefining what's possible. We create for our global customers engineered components and sub-systems that deliver extreme precision and performance for a range of mission-critical applications-from minimally invasive surgery to robotics to 3D metal printing.

Novanta is one global team with over 26 offices located in The Americas, Europe and Asia-Pacific. Looking for a great place to work? You have found it with a culture that embraces teamwork, collaboration and empowerment. Come explore Novanta.

Customer Experience Director

Apex, North Carolina

• Are you looking for a new challenge, in a role you can add your own stamp and impact?
• Passionate about all things customer experience?
• Do you have a background of leading a global team in a customer operations environment?
• Interested in working within a growing, innovative business at the forefront of technology?

If so, then this role could be just for you! We are seeking a Customer Experience Director to join our team within Robotics and Automation at Novanta.

Based from our site in Apex, North Carolina, you with manage a global team across our ATI and Celera Motion business units. A new role to our organisation, focused on developing and implementing a strategy to ensure customer inquiries and issues are resolved timely and professionally.

You will be tasked with assessing the status quo, defining a future state (organization design, role descriptions & locations, processes and standard work). You will provide strategic leadership, working closely with executives to develop and execute on high-level strategies to improve overall customer experience and retention.

Key Responsibilities:

• Identify, analyze, measure, and achieve KPI targets for customer engagement and impact, ensuring they bring value to meet company objectives, including industry trends and risks.

• Including but not limited to:

• On-time, accurate order entry

• NPS or other Customer Satisfaction MetricEmployee Engagement surveys

• Budget: managing overtime, usage of temporary employees

• Build a direct and meaningful Voice of Customer (VOC) program that listens across multiple channels and allows us to drive continuous improvement of the customer journey across all areas including in product.

• Leading and developing teams across multiple locations (North Carolina, Massachusetts, Connecticut, England & Spain), providing leadership, coaching, and mentorship.

• Fostering a high-performing learning culture and ensuring alignment with company's goals.

• Understand US and international customer relationship strategies and import/export processes.

• Drive adoption of new systems- use data to provide insights and progress from baseline through the maturity curve

• Foster a culture of creativity and collaboration within the department, encouraging team members to bring new ideas and approaches to enhance the customer experience

Skills and Experience:

As an ideal candidate for this role of Customer Experience Director, you should have;

• Experience in a customer support leadership role.

• Demonstrated success in driving customer engagement and experience that ties to the brand and product vision.

• A positive approach to change management and encouraging a team to embrace change initiatives.

• Intermediate to advanced skills with ERP (including Oracle), Microsoft Office, Salesforce, or equivalent systems.

• The ability to lead and motivate a team of customer support professionals across multiple locations to achieve objectives.

• Excellent analytical and quantitative skills; ability to use data and metrics to evaluate, report and deliver on defined outcomes.

• LEAN or process improvement expertise is an advantage.

As an inclusive employer, Novanta wants to see every candidate performing at their best throughout the application process, interview process and whilst at work. We therefore encourage you to inform your Talent Acquisition Partner of any reasonable adjustments you might need to enable this to happen.

Novanta is proud to be an equal employment opportunity and affirmative action workplace. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, military and veteran status, disability, genetics, or any other category protected by federal law or Novanta policy.

Please call +1 781-266-5700 if you need a disability accommodation for any part of the employment process.