Director of Customer Experience - American Printing House for the Blind : Job Details

Director of Customer ExperienceCompany: American Printing House for the BlindJob #: 10805341 Work At Home option: Not SpecifiedPosted: 9/19/2024 Updated: 9/20/2024 Expires: 12/18/2024We know that access to the right tools and information at the right time can change lives. At APH, our job is to break down barriers and empower students, families, adults, and educators, creating a future that belongs to everyone.Located in Louisville KY, we manufacture and distribute products and services for people who are blind or low vision, including braille large type books and educational aids.We're not just looking forward to an accessible future â we're making it happen every day. And, with the latest technology, we think the future has never been brighter for people who are blind or have vision loss. Come join us.We embrace and value access, belonging, inclusion, diversity, and equity. Women and Minorities, along with Veterans and others who are members of a protected class, or who may need a workplace accommodation, are encouraged to apply.Location:This position is based in Louisville, Kentucky and allows for a hybrid work schedule; it may be remote for those who live outside of the Louisville, Kentucky metropolitan region.Compensation and Benefits$87,300.00 - $111,000.00 | Salary is negotiable depending on experience.Benefits:Health Insurance covered at 80% for employees - plans include family planning benefitsHSA Plan and FSA Plan - both include company contribution!Competitive Dental and Vision PlansHealth and Well-being initiatives4 weeks PTO11 Paid Holidays401(k) Plans with company match and immediate vestingCompany provided Short Term DisabilityBasic Life Insurance at no cost to employeesVoluntary Life Insurance with Accidental Death and DisabilityEducational Assistance and Professional Development OpportunitiesOptional Hybrid Work Schedule for approved positions onlyPublic Service Loan Forgiveness EmployerEssential Duties and TasksDevelop and execute a department strategy that leads to policies and procedures for operations.Map out the customer journey and identify customer touch points as part of process definition.Develop processes for recording customer interactions, protecting customer privacy, and securing customer data.Share lessons learned with the organization to improve products, services, and communications.Serve as a liaison between departments when product quality or other issues are raised by customers.Manage a team of 5-10 direct reports made up of support reps and experienced technical support specialists.Carry out various department administrative responsibilities, including budgeting and timekeeping.Assure that staff are meeting defined objectives and professional development goals.Plan and execute a customer experience coaching and training strategy within the department and across the organization.Select and implement an accessible Customer Relationship Management (CRM) system.Work with the APH Computer Technology department on the maintenance and management of APH's Enterprise Resource Planning (ERP) database Syspro.Work with the sales and marketing teams to create customer interactions that maximize sales and promote the APH brand of inclusivity and accessibility.Advocate for the highest accessibility standards in all communications from APH internally and externally.Complete other duties as assigned.Minimum Qualifications - Experience - TrainingBachelor's degree in Business, Communications, Technology, or a related field.3+ years' experience in a customer support role.A combination of education, training, and experience may be substituted when competency in the role is demonstrated. Reasonable accommodation may be provided for those who are able to perform the essential duties of the job.Specialized Skills and Knowledge:Demonstrated experience with and an understanding of the selection and implementation of technology solutions in a call center/ sales environment.Strong written and oral communication skills.Experience with e-commerce technology platforms (WooCommerce); Customer Relations Management (CRM) platforms (Salesforce); and Microsoft Office.An entrepreneurial background for building successful systems and teams for new efforts and enterprises.Preferred education and experience: Experience with blindness, low vision, disabilities, or nonprofits; Bilingual skills.If you have trouble accessing the application through Paycom, please contact Ryan Ward at [email protected] IS A DRUG FREE WORKPLACE. An offer of employment is conditioned upon successfully passing a drug screening test.Company Profile:A Tradition of Service Since 1858, American Printing House for the Blind (APH) is the world's largest nonprofit organization creating educational, workplace, and independent living products and services for people who are blind or low vision.Founded in 1858 in Louisville, Kentucky, APH is the oldest organization of its kind in the United States.#J-18808-Ljbffr