Director, Customer Experience - Boston, United States - Nexamp

Description

**Director, Customer Experience**

at Nexamp Boston, MA **Lets make a difference together. Join our team**

**SUMMARY**

The Customer Experience & Operations department is a growing organization with a vision to continuously enhance Nexamps customer-facing business processes. The Director, Customer Experience will lead our customer contact center team, as well as a team of specialists responsible for complex account management, collections, training, and quality assurance. These teams are responsible for interacting with providing direct and indirect support to the entirety of Nexamps community solar commercial and residential customer base.

In this role the Director will be focused on building the teams capabilities and enhancing their processes to strengthen and streamline our operations. The role will be focused on developing the talent on the team and helping them to achieve success in our high-growth environment. To enhance internal processes, the Director will be responsible for identifying and implementing process automation solutions, as well as robust quality monitoring. Additionally, the role will provide solid analytical support to help improve daily operations. We are looking for individuals who can enhance our team with their knowledge, skills, innovation and can do attitude. Candidates should be able to recommend, develop, implement, and support new practices that maximizes business value and efficiencies.

**RESPONSIBILITIES**

Leading multiple teams responsible for ongoing interactions with our residential and commercial customers.

Driving process optimization in a contact center environment and ensuring that there are robust quality monitoring programs in place to deliver an industry leading customer experience.

Acting as a customer advocate across each step of the value chain, ensuring that the appropriate KPIs, policies and recognition programs are in place.

Overseeing multiple programs and complex business processes representing the voice of customer.

Coaching and developing talent, focusing on ongoing professional development and enabling Nexamps core leadership capabilities across the team.

Establishing and maintaining relationships with Nexamps strategic business partners.

Driving business process transformation and continuous improvement to further enhance the customer experience.

Motivating and inspiring employees to do their best work by creating an inclusive and innovative culture where each individual feels valued and thrives.

Integrating and interpreting data from diverse sources to drive decision making and provide recommendations to leadership.

Working with leadership across Nexamp to identify opportunities for process improvement and leverage data to prioritize the identified opportunities.

Communicating effectively both verbally and in writing across the organization.

Support the development of new product offerings, working with internal teams to integrate the new products into existing business processes (or define new processes, as needed).

Addressing ad hoc issues impacting the customer experience with speed and urgency, working with internal teams to drive positive outcomes.

**QUALIFICATIONS**

5+ years of professional experience, ideally in an Operations leadership role

Prior experience working in a consumer-facing organization

Strong team leadership and delegation skills

Familiarity with contact center software tools

Ability to make decisions based on insights and data

Possesses strong interpersonal skills, and excellent written and verbal communication skills in terms of being clear, concise, and professional with the ability to work effectively across teams.

Willing and able to adapt to a high energy, fast paced environment

If you dont meet 100% of the above qualifications, but see yourself contributing, please submit an application. We encourage people from minority or marginalized groups to apply.

At Nexamp, our mission is building the future of energy, so it is clean, simple, and accessible for all. We believe a diverse team brings different perspectives and experiences, thus benefiting our work. We are committed to providing a work environment free from discrimination. We are proud to be an equal opportunity employer. We do not discriminate against applicants on the basis of race, ethnicity, religion, sex, gender, sexual orientation, gender identity, disability status, veteran status, or any other basis protected by law. By encouraging a culture where ideas and decisions come from all people, we believe it will help us grow, innovate, and be a part of environmental and social change.

**PERKS & COMPENSATION**

Not only will you get to work with a group of innovative, dedicated, and motivated peers, you will also have access to all the benefits that Nexamp offers This includes: our competitive compensation package; a 401(k) employer-match; health, dental, & vision insurance starting day one; Flexible Paid Time Off and Holiday PTO; Commuter Benefits, Cell Phone Reimbursement; as well as a hybrid work environment, headquartered in Boston, MA with a fun, collaborative, downtown office We provide healthy snacks, coffee, yoga sessions, volunteer opportunities, company outings, and more

**ADDITIONAL INFORMATION**

**Please note that the Company requires all individuals in this position to be fully vaccinated against COVID-19. Fully vaccinated means that the individual can provide acceptable proof that the individual has received, at least fourteen (14) days prior to the individuals start date, either the second dose of a two-dose COVID-19 vaccine, or one dose of a single-dose COVID-19 vaccine. Vaccines must be authorized and/or approved by the FDA. Individuals needing an exemption to this requirement due to medical, disability-related, or religious reasons may request an exemption. The Company will engage in an interactive process to determine if an exemption to this requirement as a reasonable accommodation is appropriate.**

**NEXAMP VALUES AND MISSION**

*Building the future of energy so it is clean, simple and accessible.*

Nexamp is building the energy infrastructure of tomorrow and reinventing the way people interact with the electricity that powers their lives. By deploying a distributed network of locally sourced clean energy, we seek to reduce the negative effects of climate change. Our teams diverse experience drives innovation from the ground up and with a singular passion: to deliver an accessible and sustainable energy future for all.

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**Voluntary Self-Identification**

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Nexamps Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

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