Director - Customer Experience

The AZEK Company (www.azekco.com) is a $1+ Billion and growing industry-leading manufacturer of beautiful, low-maintenance building products, and is highly committed to accelerating the use of recycled materials. We use our expertise in materials science to engineer and manufacture high-quality, sustainable residential and commercial building products that improve lives and businesses. All of AZEK's products are designed to replace wood, metal and other traditional materials in a variety of applications. In June 2020, we completed a highly successful IPO (NYSE: AZEK).

Compelling reasons to join The AZEK Company

• We operate in attractive, high-growth markets with high margin potential

• We have a proven track record of double-digit growth and margin expansion driven by innovation and material conversion

• We are the #1 brand in Premium Decking and the #1 brand in Exteriors

• Great Company culture focused on investing and developing Employees

• Focused set of core values with clear vision and mission to revolutionize the Outdoor Living industry

• Fun Team environment filled with people who love to win, challenge each other and exceed expectations

• Proven success in setting and achieving goals that benefit the communities and the environment where we operate in addition to consistently strong financial results

• Competitive wages, bonus and all-in earning potential

• Strong benefits including 401k match, employee stock purchase program and employee product purchase program

Brief Job Overview

As the Director of Customer Experience, you will have the opportunity to transform our customer service organization from one that receives consistently high CSAT Scores utilizing traditional customer service tactics and technologies to one that will provide world-class, customer journeys and experiences and outcomes utilizing the latest AI and related technologies. You will be responsible for leading and managing a dynamic team of Customer Service professionals dedicated to providing exceptional service to our Customers. With three distinct Customer service teams under your guidance, you will play a pivotal role in ensuring that our Customers' needs are met promptly and effectively, ultimately contributing to the success and growth of our organization. You and your team will be highly engaged cross-functionally with other customer-facing organizations, such as Sales and Marketing. This position reports directly to the Vice President of Sales & Customer Experience.

Key Responsibilities

Operational Oversight

• Oversee the operations of three Customer service teams, each with distinct responsibilities:

• Contact Center Team: Handling tens of thousands interactions annually via voice, chat, and email inquiries, leveraging AI-powered chatbots and automated response systems to enhance efficiency and response accuracy.

• Retail CX Team: Managing order entry and order processing across a retail network, utilizing advanced order management systems and AI-driven analytics for demand forecasting and inventory optimization.

• Pro Channel CX Team: Processing orders for professional channel customers with a volume of approximately $1 billion, leveraging AI-driven algorithms for pricing optimization and personalized Customer recommendations.

• Implement strategies and processes to optimize efficiency, accuracy, and Customer satisfaction across all teams, leveraging technology tools and AI solutions to streamline operations and enhance the overall Customer experience.

• Collaborate with cross-functional teams to address Customer issues, streamline processes, and drive continuous improvement initiatives, leveraging AI-driven insights for data-driven decision-making and process optimization.

Customer Experience Enhancement:

• Champion a Customer-centric culture throughout the organization, emphasizing the importance of delivering exceptional service at every touchpoint.

• Analyze Customer feedback, trends, and metrics to identify areas for improvement and implement action plans to enhance the overall Customer experience, leveraging AI-driven sentiment analysis and predictive analytics for targeted interventions and personalized Customer engagement.

• Develop and implement best practices, technologies, standards, and guidelines to ensure consistent service delivery and Customer satisfaction across all channels, incorporating AI-driven automation and personalized Customer interaction strategies.

Leadership and Team Management:

• Directly manage a team of 40 full-time employees, including 3 direct reports and several leads across three Customer service teams.

• Foster a positive and collaborative team environment, promoting professional growth and development among team members.

• Provide coaching, mentorship, and guidance to team leaders and managers to ensure high performance and achievement of departmental goals.

• Utilize Lean thinking and tools to enable process-driven execution.

Cross-Functional Collaboration:

• Collaborate closely with Sales, Marketing, Operations, and other departments to align Customer service initiatives with company objectives and priorities.

• Specifically, partner with Marketing on overall Customer Journey to provide a personalized, differentiated, seamless experience.

• Serve as a liaison between Customer service teams and other departments to facilitate communication, resolve issues, and drive cross-functional initiatives, leveraging AI-driven insights and technology tools to enhance collaboration and decision-making processes.

Reporting and Analysis:

• Generate regular reports and metrics to track key performance indicators (KPIs), including Customer satisfaction scores, response times, and order accuracy, leveraging AI-driven analytics tools for real-time performance monitoring and actionable insights.

• Utilize data and insights, including AI and machine learning techniques, to drive decision-making, identify trends, and make recommendations for process improvements and resource allocation, enabling data-driven decision-making and continuous improvement.

90-Day Success Measures

• Operational Familiarization:

• Gain a comprehensive understanding of the operations of the Contact Center, Retail CX Team, and Pro Channel CX Team.

• Familiarize yourself with the existing strategies, processes, and technologies utilized by each team.

• Engage with our customer base, sales teams and product teams to understand customer needs, our go-to-market capabilities and our product portfolio and applications.

• Team Engagement and Assessment:

• Assess the performance and effectiveness of each Customer service team, identifying strengths and areas for improvement.

• Establish rapport with team members, team leaders, and direct reports, fostering a collaborative and supportive environment.

• Cross-Functional Collaboration:

• Initiate collaborations with Sales, Marketing, Operations, and other departments to understand their objectives and align Customer service initiatives accordingly.

• Identify opportunities for process alignment and improvement across departments to enhance the overall Customer experience.

6-Month Success Measures

• Process Optimization:

• Implement strategies and processes to optimize efficiency, accuracy, and Customer satisfaction across all Customer service teams.

• Introduce AI-driven solutions and automation tools to streamline operations and enhance the overall Customer experience.

• Customer Experience Enhancement:

• Implement action plans based on Customer feedback, trends, and metrics analysis to improve the overall Customer experience.

• Introduce personalized Customer engagement strategies leveraging AI-driven sentiment analysis and predictive analytics.

• Leadership and Team Development:

• Provide ongoing coaching, mentorship, and guidance to team leaders and managers to foster professional growth and development.

• Implement initiatives to promote a positive and collaborative team environment, enhancing team cohesion and performance.

1-Year Success Measures

• Strategic Impact:

• Drive significant improvements in Customer satisfaction scores, response times, and order accuracy through strategic initiatives and process enhancements.

• Drive revenue growth by increasing customer lead conversion.

• Establish the Director of CX role as a key driver of Customer experience excellence within the organization.

• Cross-Functional Collaboration and Integration:

• Strengthen collaboration between Customer service teams and other departments, facilitating communication, issue resolution, and cross-functional initiatives.

• Embed Customer-centricity into the company culture, emphasizing the importance of delivering exceptional service at every touchpoint.

• Data-Driven Decision-Making:

• Utilize AI-driven analytics tools to generate actionable insights and recommendations for continuous improvement in Customer service operations.

• Demonstrate the ability to make informed decisions based on data and metrics, driving operational excellence and business results.

Qualifications

• Proficiency in utilizing AI tools and platforms to derive actionable insights from Customer data, enhancing operational efficiency and Customer satisfaction.

• Demonstrated experience in leveraging AI and machine learning techniques to enhance Customer service operations/Consumer Journey, such as predictive analytics for forecasting Customer needs, natural language processing for chatbot implementation, and sentiment analysis for Customer feedback interpretation.

• Bachelor's degree in business administration, Marketing, or related field; MBA preferred.

• Minimum of 7-10 years of experience in Customer service management, with at least 3 years in a leadership role overseeing large teams.

• Proven track record of success in driving Customer experience initiatives, improving operational efficiency, and achieving business results.

• Strong understanding of contact center operations, order management processes, and Customer relationship management (CRM) systems.

• Proficiency in JD Edwards (Oracle based), Five9, Salesforce.com, Tableau and other systems may support faster growth and development at The AZEK Company

• Excellent leadership, communication, and interpersonal skills, with the ability to inspire and motivate teams to deliver exceptional results.

• Analytical mindset with the ability to leverage data and metrics to make informed decisions and drive continuous improvement.

• Experience in the building materials industry or related field is a plus.

• Willingness to travel between Scranton, PA, and Chicago, IL, as needed.

Join our team and make a significant impact on the Customer experience journey of our building material company. If you're passionate about driving excellence in Customer service and leading high-performing teams, we'd love to hear from you. Apply now!