- Location
- United States
- Department
- Customer Service
- Seniority
- Senior
- Education
- Bachelor
- Source
- PCRecruiter
Description
Senior Director of Customer Experience & Support
The Opportunity:
The Senior Director of Customer Experience & Support is responsible for leading and elevating the post-sale ownership experience across multiple premium product lines. This position oversees customer service operations, warranty administration, parts operations, dealer support, field service, and customer experience initiatives. The role will establish and execute a customer-centric support strategy focused on operational excellence, customer satisfaction, and continuous improvement.
The successful candidate will work cross-functionally with Engineering, Manufacturing, Quality, Sales, Product Development, and Dealer Development to identify opportunities for improvement, enhance service performance, and strengthen dealer and customer relationships. A separate Technical Support function will report to this position, providing product diagnostics, dealer troubleshooting, technical expertise, and training support. Compensation will be commensurate with experience.
Duties and Responsibilities:
- Develop and execute a comprehensive customer support strategy aligned with the organization's commitment to delivering a premium ownership experience.
- Lead customer service operations, ensuring timely, consistent, and professional support for dealers and customers.
- Establish and monitor key performance indicators (KPIs) related to customer satisfaction, response times, case resolution, warranty performance, and dealer support.
- Utilize customer feedback, service trends, and performance metrics to drive continuous improvement initiatives.
- Foster a culture of accountability, responsiveness, and customer advocacy throughout the organization.
- Oversee warranty administration processes across all product lines, ensuring accuracy, consistency, and operational efficiency.
- Analyze warranty claims and service data to identify trends, recurring issues, and opportunities for product improvement.
- Partner with Engineering, Quality, and Manufacturing teams to address root causes and reduce warranty costs.
- Ensure fair and consistent warranty policy application while maintaining strong dealer relationships.
- Strengthen partnerships with dealers by ensuring effective communication, support resources, and resolution of service-related concerns.
- Develop programs and processes that improve dealer satisfaction and service effectiveness.
- Serve as an executive escalation point for complex customer and dealer issues.
- Promote a proactive approach to customer communication and issue resolution.
- Lead parts operations with a focus on order accuracy, inventory optimization, fulfillment efficiency, and dealer satisfaction.
- Develop strategies to improve parts availability and service responsiveness.
- Oversee field service activities and coordinate resources to resolve product concerns quickly and effectively.
- Evaluate opportunities to enhance service support capabilities through technology, process improvements, and staffing.
- Recruit, develop, and mentor high-performing leaders and team members across customer service, warranty, parts, and field service functions.
- Establish clear performance expectations and professional development plans.
- Promote collaboration between customer-facing teams and internal departments.
- Support succession planning and organizational growth initiatives.
- Leverage data analytics to identify trends, predict customer needs, and improve support performance.
- Implement reporting dashboards and performance metrics to measure service effectiveness and customer satisfaction.
- Evaluate emerging technologies, AI tools, and service platforms to improve efficiency and customer engagement.
- Lead continuous improvement initiatives that enhance operational performance and the customer experience.
- Provide leadership and strategic direction for the Technical Support Department.
- Oversee dealer technical assistance and troubleshooting activities.
- Support product diagnostics and issue resolution initiatives.
- Ensure development and maintenance of technical documentation and knowledge management resources.
- Oversee product and systems training programs for dealers and internal teams.
- Collaborate with Engineering, Product Development, and Manufacturing teams on product improvements.
- Support development of technical training programs and certification initiatives.
- Ensure Technical Support objectives remain aligned with broader customer experience goals.
Qualifications:
- Bachelor's degree in Business, Engineering, Operations Management, or a related field preferred.
- Minimum of seven years of progressive leadership experience in customer service, warranty administration, service operations, manufacturing support, marine operations, or related fields.
- Experience within the marine industry, recreational vehicle industry, automotive industry, or other premium consumer durable goods sectors.
- Strong understanding of dealer-supported distribution and service networks.
- Proven experience leading cross-functional teams and driving customer experience improvements.
- Strong analytical skills with the ability to leverage data to support strategic decision-making.
- Experience managing warranty programs, service operations, and customer-facing support functions.
- Demonstrated success building, developing, and leading high-performing teams.
- Excellent communication, leadership, and problem-solving skills.
- Customer-first mindset with a passion for delivering exceptional ownership experiences.
- Experience with CRM, ERP, warranty management, and customer service platforms preferred.
- Familiarity with Lean, Six Sigma, or other continuous improvement methodologies preferred.
- Experience implementing customer experience and service performance metrics preferred.
Benefits:
- Comprehensive benefits included.
Compensation:
- Compensation will be commensurate with experience.
Contact:
Louis Dodaro
[email protected]
[O] 312.560.7239
[C] 949.829.2826
www.V20Recruiting.com
Marine, Powersports, OPE, Firearms & RV Recruiting & Consulting Services
V20 Recruiting + Consulting
Skills
Customer ServiceERPSix Sigma
