Position Summary:

The Director of Customer Experience will direct and oversee the organizations customer experience operations while managing and implementing customer experience policies to ensure that all staff strictly adhere to reach the highest customer satisfaction. The Director of Customer Experience is responsible for identifying business opportunities to improve customers experience, monitoring the performance of the customer service team, developing strategic procedures on service delivery, creating offers and services, and coaching the team to increase business productivity. The Director of Customer Experience must have excellent leadership and communication skills, as well as extensive knowledge of the customer service industry to lead the team and overall customer satisfaction.

Essential Job Functions:

• Lead the development and execution of customer experience strategies to support customer service, marketing and revenue goals associated with Athens Services
• Provide effective leadership to direct reports incorporating performance management practices through individual performance plans, periodic reviews and feedback sessions, coaching and development, oversee and advise direct reports on the performance management process for associate level employees within their group
• Ability to effectively partner with key leaders across the organization to align customer service strategies with broader business priorities and consumer communications
• Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer experience and retention.
• Acts as a liaison between the customer service department and other divisions in the company.
• Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience.
• Develops and implements methods to record, assess, and analyze customer feedback.
• Reviews expense process and oversees budgets and constraints to assure expense goals are met
• Evaluates root cause analysis to eliminate reoccurring customer issues
• Provides oversight and thought leadership in proposing process changes and documenting and prioritizing business requirements to streamline processes through the development, enhancement, integration, and rollout of new and existing systems
• Establishes performance metrics for customer service representatives.
• Outstanding presentation skills, including experience creating and delivering presentations to executive teams and driving to desired decision or outcome
• Agile and flexible with regards to changing priorities and business needs and in working with diverse teams and people
• Strong multi-tasking skills, ability to balance meeting critical deadlines while maintaining strong relationships with business teams, internal technical teams and vendor partners.

Required Qualifications:

• 10+ years of customer experience/ service leadership experience.
• Strong customer service and organizational skills required
• Valid driver’s license required
• Proficiency with computers including Microsoft Office applications and web-based applications
• Able to effectively manage multiple projects and meet deadlines.
• Ability to perform physical requirements of the position with or without reasonable accommodations.

Preferred Qualifications:

• Bachelor’s Degree in a related field
• Waste industry experience
• Lean management and Six Sigma background
• Bilingual (English/Spanish)

Benefits:

• Comprehensive benefit package Medical, Dental, Vision
• 401K, Profit Sharing, Company Match
• Employee Assistance Program
• Life Insurance
• Paid Vacation and Sick Time
• Recognition programs
• Professional development learning

Athens will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative

Job Type: Full-time

Pay: $93,000.00 - $151,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift
• Monday to Friday

Work Location: In person

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