Vice President Customer Experience (CX)

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.

The Vice President Customer Experience (CX) is responsible leading the global Customer Experience (CX) and CRM strategy.  With a keen focus on Customer Experience’s speed, quality, ease and productivity, this role is responsible for leading a team of leaders focused on the transformation of our Customer Contact Management and CRM process.   This leader and team will work end-to-end to realize best-in-class value chain performance, driving optimized support across Generac’s global organization, by improving our talent, processes and business technologies.  Outstanding leadership, communication, and organizational skills are essential to this role as cross-functional partnership with all supporting core functions are essential to this role’s success.

This is an on-site role.

Responsibilities:

• Leverages feedback from internal and external stakeholders and metrics to identify, prioritize and plan solutions to opportunities for continuous improvement for customer contact center management, CRM, and ecommerce work streams globally.  

• Partners with Commercial / Business Group, Product Management, Operational and IT stakeholders to translate business requirements into value chain, work process, talent and technology solutions.

• Defines the work of the functional areas: Customer Contact Centers and CRM.

• Designs and directs processes by which team and individual performance are recognized, feedback is consistently delivered and performance is systematically improved.

• Identifies, selects, oversees configuration & implementation for functional adoption of digital technologies, realizing ROI and CX.

• Manages organizational performance through metrics, operating reviews, and talent activities (performance management, succession planning and development). 

• Ensures that orders are managed with a high level of accuracy, speed and ease.

• Selects, coaches and develops the team, setting objectives that align with company strategy to inspire and motivate the team. 

• Leads cross-functional process design with decision makers, systems owners, project teams and stakeholders. 

• Defines business requirements and goals to identify and resolve issues with scalable, sustainable solutions.  

• Drives standardization where possible across all business groups and functions.

MINIMUM QUALIFICATIONS: 

• Bachelor Degree in Business, Finance, Supply Chain, Operations, Customer Care, or equivalent experience

• 10 years of leading a combination of CX functions (Customer Contact Centers), CRM, ERP system(s), and digital tools for past companies

• 15 years progressive leadership experience, building teams and scaling businesses

PREFERRED QUALIFICATIONS: 

• Leadership in process mapping and continuous improvement activities 

• Leadership in technology selection, implementation, adoption, and optimization for customer experience (contact centers, CRM, ecommerce, self service)

• Prior experience supporting or leading merger and acquisition integration activities for CX

• Pricing design and execution experience

• Experience with operating in a matrix organization with a mix of direct and indirect responsibilities for function including sales, service, operations, IT and finance resources. 

KNOWLEDGE, SKILLS AND ABILITIES:

• In depth knowledge of end to end CX business processes including areas such as contact centers, customer relationship management, ecommerce, and integration with front end sales and marketing, and back end fulfillment.

• Process improvement skills and experience, with end to end, value chain thinking 

• Strong attention to detail, outstanding analytical skills, and exceptional communication/interpersonal skills

• Passion and skill to seek out and solve improvement opportunities from both a process and system standpoint

• Ability to drive results in a fast-paced and constantly changing environment.  

• Ability to comfortably handle risk, uncertainty, and ambiguity

• Strong cross-functional collaborator, team player, 

• Highly self-motivated and accountable, with an upbeat personality and a positive attitude

• Excellent decision-making skills with a customer focus

• Has a global mindset and can communicate effectively across a global organization

• Builds constructive and effective relationships across all levels of the organization

• An exceptional people leader that possesses the following qualities: empathy, self-awareness, initiative, change agent, conflict management, coaching to enable vision/strategy and effective communicator

• Drives collaboration and problem solving across business units / Commercial, IT, Operations, HR to create win-win for CX and company

Physical Demands: While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk.  On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 - 50 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.

“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.”