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Customer Experience Director

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Job Title: Customer Experience Director

Hy Cite is seeking a highly skilled Customer Experience Director to oversee the daily operations of our Client Experience (CX) departments. As a key member of our team, you will be responsible for executing a best-in-class service experience for our customers and distributors.

Key Responsibilities:
  • Manage front-office and back-office workflows to ensure service level agreements (SLA's) are met.
  • Lead performance evaluations and provide constructive feedback to CX staff.
  • Collaborate with WFM and HR teams to calculate and maintain required staffing levels.
  • Design and deploy comprehensive training programs for CX staff.
  • Implement employee motivation and engagement plans that align with Hy Cite's values and culture.
  • Lead by example and handle discipline and termination of employees in accordance with company policy.
  • Demonstrate expertise in technology tools and systems to streamline processes and enhance efficiency.
  • Evaluate and develop operating policies and procedures to elevate the service experience.
  • Resolve client issues through effective communication and white-glove service approach.
  • Participate in and facilitate distributor events as necessary.
  • Analyze client feedback and employ the Plan-Do-Check-Act approach for continuous improvement initiatives.
  • Draft and control the department's budget.
  • Understand and adhere to legal/compliance standards and report compliance violations when identified.
Requirements:
  • Bachelor's degree from an accredited 4-year university. A master's degree in business administration or a related field is highly desirable.
  • 5-10 years of experience in Customer Service/Success operations.
  • Fluency in Portuguese, Spanish, and English is a mandatory requirement.
  • Excellent verbal, written, and interpersonal communication skills.
  • Outstanding multi-cultural customer service skills, empathy, and dedication to providing an exceptional customer experience.
  • Proficient in Microsoft Office suite and related software. PowerBI is a plus.
  • Technology skills, omnichannel contact center, and customer software management.
  • Quality Assurance and WFM.
  • Thorough understanding of customers, products, services, policies, and procedures of the department.
  • Organized with attention to detail.
  • Excellent analytical, logical thinking, and problem-solving skills.
  • Business process improvement.
  • Ability to coach and mentor customer service staff.
  • Conflict and change management.