Pace Analytical Services

Director of Customer Experience

SUMMARY:

Responsible for supporting, developing, and executing strategies to enhance customer satisfaction, streamline service delivery processes, and ensure the highest standards of customer support. This position plays a critical role in driving customer loyalty and retention in their locations.

ESSENTIAL FUNCTIONS:

• Plans, organizes, administers, develops, and evaluates the activities of assigned staff.
• Implements best practices and continuous improvement initiatives to optimize service quality and efficiency.
• Provides oversight of the Customer Experience Managers and serves as an escalation level for the client services teams; handles escalated customer issues and complaints ensuring timely and effective resolution.
• Develops and implements a comprehensive customer service strategy aligned with the Pace and the Analytical Services division's overall goals and objectives.
• Establishes and monitors key performance indicators to measure the effectiveness of customer service operations and initiatives; analyzes data and trends to identify areas for improvement and informed decision-making.
• Participates in the development of customer service policies and procedures; ensures that policies and procedures are followed.
• Develops and manages the department budget ensuring efficient allocation of resources, monitors expenses, and implements cost-saving measures.
• Partners with respective site leaders and sales team members to address client concerns and needs.
• Collaborates with other departments to ensure a seamless customer experience.
• Builds and maintains strong business relationships with key stakeholders, including clients, partners, and vendors.
• Contributes to the efficiency and effectiveness of the department's service to its customers by offering suggestions and directing or participating as an active member of a work team.
• Promotes and supports the overall mission of Pace by demonstrating courteous and cooperative behavior when interacting with customers and staff; acts in a manner that promotes a harmonious and effective workplace environment.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and Experience:

• Bachelor's degree in business administration, chemistry, biology, or a closely related field; AND ten (10) years of customer service experience, five (5) years of which were in a managerial role; OR an equivalent combination of education, training, and experience.

Required Knowledge and Skills

Required Knowledge:

• Comprehensive principles, practices, and techniques of leading customer service.
• Understanding of the development and implementation of customer service programs, policies, and procedures.
• Principles and practices of developing teams, motivating employees, and managing in a team environment.
• Principles and practices of budget development and administration.
• Applicable industry laws, codes, and regulations.
• Computer applications and systems related to the work.
• Understanding of dealing with a variety of individuals from various socio-economic, ethnic, and cultural backgrounds, occasionally where relations may be confrontational or strained.
• Principles and techniques of providing effective oral presentations.
• Principles and practices of program planning, development, and evaluation.
• Principles and techniques of making effective oral presentations.
• Correct business English, including spelling, grammar, and punctuation.

Required Skills:

• Performing and providing comprehensive professional-level customer service in a variety of markets.
• Overseeing and administering comprehensive and varied customer service functions.
• Supervising and evaluating employees and providing related recommendations.
• Training others in policies and procedures related to the work.
• Applying more standard business and project management methodologies with a focus on implementing plans to achieve goals.
• Developing effective work teams and motivating individuals to meet goals and objectives and provide customer services in the most cost effective and efficient manner.
• Interpreting, applying, and explaining applicable laws, codes, and regulations.
• Providing consulting services to supervisors and staff.
• Preparing functionals reports, correspondence, and other written materials.
• Using initiative and independent judgment within established organizational and department guidelines.
• Using tact, discretion, and prudence in working with those contacted in the course of the work.
• Performing effective oral presentations to large and small groups across functional peers and the department.
• Contributing effectively to the accomplishment of team or work unit goals, objectives, and activities.
• Establishing and maintaining effective working relationships with a variety of individuals contacted in the course of the work.

WORKING ENVIRONMENT:

Work is performed in an office setting. Work is subject to travel.