Senior Director Customer Service
Company: Sensata Technologies, Inc.
Posted on: October 9, 2018
This role reports into Senior Director Global Operations and is responsible for strategic planning and execution of all internal Customer Contact Center operations. The Sr. Director, Customer Service is responsible for driving continuous and significant improvement impacting customer experiences through delivery, lead time, cost, and working capital (payables and inventory). This will be achieved by developing a world class improvement culture and methodically implementing the strategic objectives (a unique combination of strategic planning, strategy deployment, IQ and lean/six sigma techniques). The Sr. Director, Customer Service oversees a large and diverse group of frontline, back office, and social media support teams (200+ staff; with back office, customer contact, and social media teams supporting global operations for several countries) that delivers a world-class customer experience for Sensata Customers. It is a highly people and process focused role for an experienced leader who has a passion and genuine desire for people leadership, skill-building and development of individuals, superior performance coaching experience, and process leadership. In our thriving culture of Learn and Transform, this role will support transformation initiatives and provide thought leadership for future innovation in this area. Finally, being part of the Global Operations Leadership Team, this role fits an individual that can bring strong strategic thinking and thought leadership towards the overall Customer Care vision. You are an advocate for our products and passionate about delivering exceptional sensing experiences. You understand the complexities of a fast-paced, high performing organization and can handle multiple, abstract projects while dealing with constant change. You have a strong desire to achieve results and continuously raise the bar. Lastly, you can effectively manage time, priorities and deliverables. The ideal candidate is someone with a track record of high performance in a customer service leadership role, who has a ?Customer First? mindset and can translate that mindset into process excellence. You will negotiate, influence and resolve internal and external customer issues and concerns. Prior experience in leading teams, have strong business acumen, analytical and problem solving skills related to customer satisfaction is required. Additionally, this position works with other departments to drive process improvements as it relates to material planning, consignment, safety stock, Electronic Data Interchange (EDI) and other contractual strategic requirements which enhance the overall customer experience. **Key Results:** In the near term, achieving significant and quantifiable improvement in rewiring Sensata to provide leading customer experiences (customer advocacy), on-time delivery and efficiency will be the main criteria for success. Over the longer term, key success criteria include: + Driving significant lean/6 Sigma transformation of the Global Customer Service Operations + Develop and execute a business improvement effort customer execution strategy that supports Sensata?s overall market driven business strategy + Specifically, lead development and deployment of our Global Customer Care efforts that deliver highly successful point of impact for customers + Achieving breakthrough and continuous improvements in customers end to end experiences, delivery, cost, and working capital - # Job Responsibilities: + Leads and develops the Global Customer Service organization responsible for end-to-end experiences + Provide strong, dynamic leadership that mentors, develops, and guides team members to effectively lead teams, deliver a world-class customer experience, and drive performance management within all groups + Overall accountability of customer service and advocacy KPIs + Lead and support customer experience innovations and continuous process improvement through operational and quality best practices, and fostering a culture of excellence + Build strong internal partnerships with functional leaders to support strategic and tactical efforts + Accountable for HR objectives recruiting, orienting, training, coaching, counseling, and disciplining employees; collaborate in management of team schedules; communicating job expectations; planning, goal setting, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures + Business owner of all project initiatives that will impact the team ensuring input is provided, changes are understood, appropriate and robust training is rolled out and process & control change considerations are identified and signed off + Lead, recruit and train best in class Customer Care team including support leaders while passionately supporting our community partnership vision for recruitment + Maintain professional and technical knowledge by tracking emerging trends in contact center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies + Quantify what matters and represent the CS operations function on inter-department and cross-division initiatives + Lead the Customer Service Teams to excel in customer care through training and initiatives such as creating best practices, and ensure consistency across the department + Lead regular strategy deployment and KPI reviews for the materials team ensuring attainment of results and a sense of urgency with respect to the strategic implementation priorities # Job Requirements: + 10+ years of professional experience with a minimum of 5+ years in a strategic leadership position managing large customer experience operations + Master?s Degree from an accredited university + Superior coaching skills with a passion for people development + Proven track record in understanding customer concerns and can handle critical escalations with calm and respect + Proven track record of transformation in customer service operations + Strong time management and organizational skills + Strong negotiation, collaboration, team facilitation, and influencing skills + Strong written and verbal skills + Ability to effectively communicate and present with both executive management and frontline personnel + Ability to deal with ambiguity and constant change + Passionate about people and customers + You believe that a service can only be as good as its customers believe it to be # Preferred Qualifications: + Process Improvement (Lean/Six Sigma) experience + Ability and passion to rapidly learn and utilize the business system and achieve objectives + Able to connect to the big picture + Strong communication skills, both verbal and written and the ability to effectively communicate throughout all levels of the organization + Improve performance through transparency + Autonomous and self-directed + High degree of credibility and integrity. Develop an ownership mentality (think and act) + Strong analytical skills, problem solving, process, and conceptual skills + Strong PC skills in Microsoft Office and ERP / MRP system required + Take time to celebrate # Other Skills & Competencies: + Team player with leadership, drive and strong interpersonal skills + Ability to motivate and inspire the organization and keep morale high + Step up to address difficult issues and provide clear direction to champion change + Strong analytical and problem-solving skills + Passion for diving into the details and providing crisp concise analysis and driving resolution + Flexibility in other assignments and able to multi-task + Conflict resolution skills - Able to handle complaints; settle disputes, grievances and conflicts through negotiating with customers and internal departments + Strong organization, planning and time management skills to achieve results + Strong personal and professional ethical values and integrity - - Our employees are the reason we have been successful in the past and the reason we will be successful in the future. Employees? skills, talents and work ethic have defined the business and will shape our collective future. # Our Vision is to be: + A world leader and early innovator in mission-critical sensors and electrical protection + Satisfying the world?s growing need for safety, energy efficiency and a clean environment + A partner, employer, and neighbor of choice **NOTE: If you are a current Sensata employee (or one of our Affiliates), please** **back out of this application** **and log into Workday via the Company Intranet to apply directly. Type FIND JOBS in the Workday search bar.** Return to Sensata.com Sensata Technologies is one of the world's leading suppliers of sensing, electrical protection, control and power management solutions. Sensata's products improve safety, efficiency and comfort for millions of people every day in automotive, appliance, aircraft, industrial, military, heavy vehicle, heating, air-conditioning and ventilation, data, telecommunications, recreational vehicle and marine applications. We are a rapidly growing company with $3.3 billion in annual revenues, operations and business centers in 12 countries and more than 22,000 employees worldwide, including 900 people in mostly engineering, business development and corporate support roles at our U.S. headquarters in Attleboro, MA. We pride ourselves on being a leading global company with strong, local decision making and innovative complex products that make a real difference. We have a reputation for unwavering integrity and offer global exposure to world-class talent and significant personal growth and development opportunities. # Note to applicants for positions in the United States: + **Sensata is an Equal Employment Opportunity (EEO) / Affirmative Action (AA) /Minorities/Females/Protected Veterans/Disabled Employer.** + **Sensata uses E-Verify to confirm the employment eligibility of all newly hired employees.**
Keywords: Sensata Technologies, Inc., Attleboro , Senior Director Customer Service, Executive , Attleboro, Massachusetts
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