Director, Customer Experience

We are hiring a Director, Customer Experience to join our Customer Experience team!

DISCOVER

Are you a highly analytical, data-driven leader interested in advancing our customer experience function? As Director, Customer Experience, you will lead the customer care, warranty services, and technical support functions, ensuring an excellent customer experience for dealers and end consumers of our industry-leading Hot Spring Spas, Caldera Spas, Freeflow Spas, Fantasy Spas, and Endless Pools products. Your responsibilities will entail driving customer happiness and dedication, developing and providing ongoing mentorship to the Customer Experience team, and partnering with other internal departments to align customer service policies and systems.

YOUR RIPPLE EFFECT

• Are you passionate about driving customer satisfaction? You will establish performance metrics such as NPS (Net Promoter Scoring) and CSAT (Customer Happiness), among other Key Performance Indicators (critical metrics), to measure improvements and make enhancements to department operations, automating processes and tasks where possible. The right candidate is skilled in data analysis and interpretation and relies on metrics to advise decision-making.

• Are you savvy with technology? The customer experience function is shifting rapidly, in line with the ongoing evolution of AI and systems. We are looking for someone to champion the deployment and optimization of multiple technologies that will drive our business forward.

• Can you problem solve? You will have to think through sophisticated service resolution matters, which will test your capacity to align people, processes, and technologies across different functional areas. The ideal candidate sees around the corner and possesses an ability to make the sophisticated simple, sizing up issues and deploying the right solutions at the right time, in the right way.

• Are you a strong leader? You will lead a large team of subject matter authorities, requiring you to use strategic insights, relationship-building and conflict resolution skills, and your ability to make difficult decisions to better the business. You will have the opportunity to assess and re- align the overall Customer Experience function to ensure we are staffed adequately and structured appropriately to meet customer needs.

WHAT YOU BRING

• A minimum of 10-12 years of related experience and/or training; or equivalent combination of education and experience.

• B.A. at a minimum, with strong preference for M.B.A graduate.

• Proficiency with Microsoft Office, Contact Centers, CRM and AI Technologies.

• Qualtrics, Salesforce experience required.

• Experience leading and deploying warranty and technical service cloud-based portals.

• Experience in a manufacturing environment, understanding of mass merchant/omni channel.

• Experience working as a subsidiary of a publicly traded company, ability to work closely with parent company and include them in decision-making as appropriate.

• Strong analytical skills and proficiency demonstrating Business Intelligence and reporting tools.

• Excellent communication skills with the ability to interact with all levels within the organization and a strong ability to work in a team environment.

• Validated leadership experience with large customer centers or similar customer service environment

• Ability and willingness to travel domestically and internationally up to 15-20% of the time.

WHAT YOU'LL GET

At Watkins Wellness, we believe that everyone should 'Feel good. Live well'. We offer employees the opportunity to join a dynamic, growing industry leader with an outstanding and well-deserved reputation for leadership and commitment to our employees, customers and community. Our employees are eligible to receive exceptional health and wellness benefits, paid time off, company bonus, profit sharing, 401k match, education assistance, and much more. We are proud of the people we are and the products we make - products that make a difference to the health and well-being of others.

We look for candidates that exhibit The Watkins Way (always Ethical, endeavors to be Transparent, embraces Inclusion, welcomes Diverse backgrounds and perspectives, Accommodating, believes in Work- Life Balance, puts Safety First, Accountable, values Relationships, Passionate, Team Player, and Goal Driven).

The employee must frequently lift and move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, peripheral vision and depth perception. The noise level in the work environment is usually quiet. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Hiring Range: $126,300-$198,500.

Many factors affect actual compensation including but not limited to experience, education, skills, and geographic location.

Company: Watkins Manufacturing

Shift 1 (United States of America)

Full time

Watkins (the "Company") is an equal opportunity employer and we want to have the best available persons in every job. The Company makes employment decisions only based on merit. It is the Company's policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.

Watkins is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.

E-Verify Participation Poster: English & Spanish

E-Verify Right to Work Poster: English & Spanish