Senior Director of Operations, Customer Experience

Build Your Career with Ashley

Job Title : Senior Director of Operations, Customer Experience

Location : Onsite Arcadia, WI

What will you do?

The Senior Director of Customer Relations is responsible for the oversight of the day-to-day operations of the retail, wholesale, and e-commerce Customer Service teams, as well as redesigning and implementing an order management system.

This position will provide strategic direction and support to fully service our customers, oversee the establishment and maintenance of Key Process Measures for the Customer Service Department, and develop a productive work environment with clear and precise guidelines and standard operating procedures.

Additionally, the Senior Director of Customer Relations will provide wise and sound decisions for customer and employee enhancement, effectively establish objectives and performance standards concerning evaluations, strengths & weaknesses, attendance conduct, and technological skills, and drive change and encourage growth to achieve the company mission of world-class customer service.

The Senior Director of Customer Relations must be extremely visionary to know what people, changes, and improvements are necessary to build a world-class Customer Relations team.

This position must continually improve oneself by seeking out more knowledge, continuously improving, self-teaching and raising the bar to grow, and passing on the learnings to build the department's intellect.

This position is responsible for leading a team that will never stop questioning the why, is not afraid to drive change, and is always looking for the next big improvement to take the organization in the right direction.

This includes leveraging their expertise to redesign and implement an efficient and effective order management system.

The Senior Director of Customer Relations will effectively lead and guide employees by utilizing all resources available to satisfy the customer.

This individual will display leadership traits to promote a positive and professional environment. The Senior Director of Wholesale Customer Relations will integrate goals and objectives to enhance and increase business and consistently seek new and innovative methods to improve processes within the department and company.

As needed, the Senior Director of Customer Relations will handle difficult customers and / or situations utilizing exceptional customer service, problem-solving, and negotiation skills to find the best possible resolution for the customer while keeping the needs of the business in mind.

This position will need to use judgment to determine when to enforce or override standard procedures.

The Senior Director of Customer Relations must have the skills and ability to keep emotions under control to seamlessly move from one situation to the next.

Responsibilities

Manage and oversee the daily operations of the Customer Relations team, ensuring excellent service and adherence to standard operating procedures.

Redesign order management systems, which includes analyzing the current system, identifying areas for improvement, and implementing changes to enhance efficiency and accuracy.

Provide guidance and support to employees, coaching them in handling difficult customers and situations and promoting a positive work environment.

Collaborate with IT to develop and implement a comprehensive technology roadmap to enhance operational efficiency.

Ensure proper staffing levels to meet customer demands and work completion.

Make informed decisions and solve problems to optimize customer service and satisfaction.

Collaborate with other departments to develop and monitor key process measures to address customer needs.

Monitor data and progress to maintain awareness of business levels and process completion, addressing any obstacles promptly.

Update and maintain standard operating procedures and assist with their development as needed.

Conduct workload analysis and sales growth reviews.

Make employment decisions and recommendations, ensuring compliance with policies and procedures.

Manage employee performance, providing coaching, mentoring, and performance reviews to drive improvement.

Audit and maintain accurate employee time-keeping and absentee records.

Communicate company goals and facilitate employee growth through team meetings, individual employee meetings, coaching, and training.

Optimize resources, including equipment, facilities, employees, methods, and materials.

Professionally represent the department and the company to build positive relationships internally and externally.

Manage the Customer Relations budget.

Lead and manage projects from inception to completion.

Develop and deliver training and development sessions as requested.

What do you need?

Bachelor's degree in business management or related field, or equivalent work experience.

Minimum of 7 years of experience in Customer Service.

Minimum of 7 years of supervisory / management experience.

Strong understanding of standard operating procedures and process improvement methods.

Profound knowledge of product planning and customer relations systems.

Skilled in handling difficult customers and consumer calls.

Ability to recognize and develop customer service concepts and methods.

Demonstrated confidence to face leadership challenges.

Excellent professional communication and relationship-building skills.

Working knowledge of Continuous Improvement methodologies.

Ability to handle multiple projects simultaneously within established time constraints.

Proficient computer skills, including Microsoft Office Suite, AS400, CTI, CMS, and SAS.

Who We Are

At Ashley, we're more than a business...we're family. As the largest manufacturer of home furnishings in the world, we know what it takes to build incredible furniture and future leaders.

We're problem solvers with the grit to persevere during challenging times and innovators who won't coast when times are good.

We create solutions, not excuses. And never settle for the status quo. It's the reason we're always searching for better ways to deliver an exceptional customer experience.

That's why Ashley Furniture is #1 in our industry.

Ready to grow? You've come to the right place. Ashley Furniture has a Growth Mindset, and once you join our team, you'll learn from the best in the business.

Apply today and find your home at Ashley!

Benefits We Offer

Health, Dental, Vision, and Employee Assistance Program

Paid Vacation, Holidays, and Your Birthday off

Generous Employee Discount on home furnishings

Professional Development Opportunities

Ashley Wellness Centers (location specific) and Medical Tourism

Telehealth

401(k) and Profit Sharing

Life Insurance

Our Core Values

Honesty & Integrity

• Without hesitation, uses candor and is direct in communication
• Is tough-minded in working in and meeting the demands of reality
• Always tells the truth and follows through on commitments

Passion, Drive, Discipline

• Enjoys working hard and pursues work with energy, drive and willpower to finish
• Is disciplined in developing consistency into work processes
• Is focused and relentless in achieving goals

Continuous Improvement / Operational Excellence

• Fights to take costs and waste out of the system
• Seeks to understand "why" something works the way it does, and through study and improvement determines how to better all processes and systems
• Strives for more in all areas of work by developing measurements, setting goals and then working on ways to exceed goals through problem solving methods that look beyond the obvious

Dirty Fingernail

• Does not rely on reports to run the business, but rather goes to the work that is being done and sees if the work is being done right for him / herself
• Has an insatiable curiosity and takes a "Go and See" approach to understand the current state of the business and the competitive realities
• Takes a hands-on approach to tackle problems and demonstrates critical thinking through use of effective questioning...asking the 5 "Whys"

Growth Focused

• Understands the customer's needs and wants, then challenges current ways of doing business that inhibits growth and organizes work to meet those needs
• Is competitive by studying the competition and is aggressive in looking for ways to beat them
• Strives to be the BEST by improving quality of processes, reducing costs, doing more business, being profitable, and growing the business

We are an equal opportunity employer and provide a drug-free working environment. While Ashley appreciates the interest of all candidates only those meeting specific position requirements may be contacted. Principals Only .