Director Customer Experience
About The Position
We are Generac, a leading energy technology company committed to powering a smarter world. Over the 60 plus years of Generac’s history, we’ve been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries. Join our team as the Director of Customer Experience the leader of a high‑volume, 24/7 consumer support operation serving 100+ agents within a dynamic B2C manufacturing environment. In this role, you will champion a seamless, customer‑focused post‑sale experience by driving performance across all support channels, achieving key service metrics, and leading continuous process improvements. You’ll mentor frontline leaders, collaborate cross‑functionally to resolve escalations, and shape the end‑to‑end customer journey through strategic operational excellence.
Requirements
- Bachelor’s degree in Business, Operations, or related field (MBA preferred).
- 8+ years of progressive leadership in customer service or customer experience
- Proven experience managing large-scale, 24/7 customer operations (100+ agents).
- Strong background in process improvement methodologies (Lean, Six Sigma, Kaizen).
- Proficient in CRM and contact center tools (e.g., Salesforce, SAP CRM, Genesys).
- Exceptional communication, leadership, and change-management skills.
- Analytical mindset with the ability to turn data into actionable insights.
Nice To Haves
- Previous experience within a B2C or manufacturing context
- Experience in consumer products, home goods, or durable goods industries.
- Multilingual or experience managing multilingual teams.
Responsibilities
- Leads and develops a high-performing team across multiple shifts to support 24/7 operations, ensuring consistent and exceptional customer service.
- Collaborates with senior leadership to define and execute the consumer experience vision aligned with company goals.
- Serves as the voice of the customer, advocating internally for continuous improvement across all touchpoints.
- Oversees all customer support channels (voice, chat, email, social media) ensuring SLAs, KPIs, and customer satisfaction metrics are met or exceeded.
- Develops and manages departmental budgets, staffing plans, and resource allocation for continuous coverage.
- Partners with Workforce Optimization Leader to ensure strong coordination with third party contact center for scalable support.
- Identifies inefficiencies and leads process improvement initiatives (e.g., Lean, Six Sigma, automation) to optimize workflows, improve first-contact resolution, and increase customer satisfaction.
- Evaluates and implements best in class software to enable agents to be productive quickly and elevate the customer experience.
- Defines, tracks, and reports key performance indicators (KPIs) including CSAT, , FCR, Abandoned rate, Average speed to answer, and customer satisfaction.
- Uses data insights to make strategic decisions, coach managers, and enhance the customer journey as well as share with product management and engineering teams.
- Mentors and grows leadership within the customer experience team, including supervisors, team leads, managers and trainers.
- Promotes a culture of accountability, continuous learning, and customer obsession.
- Partners with Product management, Engineering, Marketing and Quality to resolve systemic issues and improve end-to-end customer experience.
- Acts as a liaison during product recalls and critical service interruptions, ensuring transparent and empathetic communication to customers.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
