Director, Customer Excellence

Director of Customer Excellence

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.

The Director of Customer Excellence leads strategic and operational initiatives to elevate customer experience across all touchpoints. This role oversees branch support for customer issue resolution, sets and enforces Standard Operating Procedures (SOPs) for customer engagement, aligns call center resources, and drives performance across customer service and operations teams. The ideal candidate will be a dynamic leader with a passion for service excellence, process optimization, and cross-functional collaboration. This role will improve customer satisfaction by designing and deploying resources through optimal organization design with consideration for both centralization and decentralization, embedded teams and resources. This role must demonstrate organizational awareness and relationships to allow the leader to engage with teams at the enterprise, segment and divisional levels, leveraging best practices and strong communities of practice.

Key Responsibilities

• Lead regional and branch-level support teams to ensure timely and effective resolution of customer issues.
• Implement escalation protocols and feedback loops to continuously improve service delivery.
• Serve as a senior point of contact for high-impact customer concerns and strategic accounts.
• SOP Development & Customer Engagement
• Define and standardize SOPs for customer interactions across service channels (phone, email, chat, field).
• Ensure SOPs reflect best practices in responsiveness, empathy, and resolution efficiency.
• Train teams on SOP adherence and monitor compliance through audits and feedback.
• Call Center Strategy & Resource Alignment
• Align call center staffing, technology, and workflows with customer demand and business priorities.
• Implement tools and systems to enhance call routing, case management, and customer satisfaction.
• Collaborate with IT and HR to ensure call center teams are equipped and supported.
• Performance Management & KPIs
• Establish and monitor KPIs for customer service and operations teams, including :
• First Contact Resolution (FCR)
• Net Promoter Score (NPS)
• Customer Satisfaction (CSAT)
• Average Handle Time (AHT)
• Service Level Agreement (SLA) compliance
• Escalation Rate
• Employee Engagement and Retention
• Use data-driven insights to guide performance reviews, coaching, and continuous improvement.
• Strategic Leadership & Cross-Functional Collaboration
• Partner with Sales, Product, and Engineering to ensure customer feedback informs product development and service enhancements.
• Lead monthly business reviews (MBRs), long-range planning (LRP), and goal deployment processes (GDP) to align customer excellence with enterprise goals
• Represent the company at industry events and with key stakeholders to promote customer-centric culture.

Qualifications

Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.

At Xylem, you'll not only contribute to solving water issues but also have the chance to make a difference through our paid Volunteer Program, Xylem Watermark. We prioritize our employees' well-being through inclusion and belonging as well as our Employee Resource Groups (ERG). Proud to be an Equal Employment Opportunity (including disability and veterans) and Affirmative Action workplace, Xylem fosters an inclusive environment free from discrimination or harassment.

Please note that the information in this job description outlines the general nature of the position and is not an exhaustive list of duties. Xylem is dedicated to providing reasonable accommodations to enable all employees to perform their essential job functions. We reserve the right to modify this job description and assign additional duties as needed. Embrace the opportunity to be part of Xylem's transformative journey in shaping the future of water technology!