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    Customer Experience - Nashville, United States - Eargo

    Eargo
    Eargo Nashville, United States

    1 week ago

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    Description

    **Customer Experience (CX) Director**

    Nashville, Tennessee / Customer Operations Client Care / Exempt Full-Time Were Eargo and were on a mission to disrupt and transform the hearing health industry. Were looking for those passionate individuals who jump out of bed in the morning dreaming of new ways to improve the lives of our customers. Were tech geeks and dreamers. We believe that every voice is unique and every idea is worth talking about. Moreover, we believe in passion and having fun. Because it takes passion to change the world and if you have passion in what youre doing, you naturally have fun doing it.

    Over 44 million Americans currently experience hearing loss and 73% of them do nothing about it. Their denial has many different shades, but more often than not its related to social stigma. We at Eargo exist to give people their hearing without the social stigma so that they can go on being the cool person they are. Thats why we get out of bed in the morning and we take that seriously. And were looking for some great minds to join us on our journey.

    The Customer Experience Director is an advocate for the client experience and to represent the voice of the customer throughout the various touchpoints of the customer journey. Establishing a symmetrical, brand-centric voice across platforms and teams will be necessary to evolve the client experience and align with Eargos Customer Decision Journey. **Responsibilities**

    +

    **Track and understand data as a result of client experience feedback** + Utilize customer experience tools for overall data

    + Partner with CX and data team members to analyze and understand customer data

    + Prepare trend analysis reports for distribution to necessary stakeholders

    + Provide recommendations for course corrections to drive better client experience to meet organizational CX targets

    + Centralize and maintain a catalog of the Customer Experience tools used

    + Review tools to determine threats to data validity and prepare feedback suggestions if necessary

    + Develop & maintain understanding of tools used along with data input/output

    + Based on feedback history make suggestions for tool use improvement as needed

    **Communication & collaboration** + Nurture relationships with stakeholders across the organization to understand the roles of the teams and impact on client experience

    + Establish format expectations for documenting change processes, distribution to teams, and necessary follow-up

    + Cross-functional project work with defined roles and timelines

    + Working as a liaison between teams/departments to share necessary information and work toward appropriate improvements across teams

    **Leadership participation** + Monthly call calibration sessions with Executive Team members as a priority

    + Monthly call calibration sessions with Customer Operations leaders as a priority

    + Frontline leader coaching to assist with developing coaching skills of leaders for coaching frontline teams toward brand powered experience delivery

    **Training and development of employees** + Partnership with enablement to ensure proper employee training relative to changes in the organization, specific role training, and any additional development opportunities

    + Training and certification for frontline supervisors/managers to ensure proper team facilitation and accountability

    **Standards of care** + Establish standards of care for frontline teams that mirror the vision and voice of the company

    + Client rewards at the front line level (surprise and delight)

    **Team leadership** + Lead CX team members

    **Revamp management of proactive client experience efforts** + BBB complaint & review wording

    + Service recovery program for low rated client feedback

    + Coach(Earning the Right) frontline employees to help drive positive reviews

    + Social media outreach/support

    + Company reviews

    **Minimum Qualifications**

    + 10+ years of experience preferred; in a technology or medical device company is ideal, but not mandatory

    + Experience leading teams at scale in a fast-paced, customer-centric environment and implementing strategies to gather and respond to client feedback.

    + Demonstrated experience independently developing strategy and driving tangible results across teams while leveraging data from a multitude of sources to tell a story and impact the overarching strategy

    + Proven experience and passion for working across functions, synthesizing multiple points of view and owning a coherent action plan, all while negotiating and influencing others

    + Ability to provide direction for a more strategically oriented customer service experience including streamlining points of interaction between the customer and the company and simplifying processes

    + Experience with complex operational, process, and improvement projects

    + Ability to adapt to changing environments and providing hands on enthusiastic leadership

    + Comfortable working both independently and collaboratively

    *Eargo is an Equal Opportunity Employer committed to hiring a diverse workforce. All employment is decided upon the basis of qualification, merit and business need. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. We offer a competitive compensation and benefits package including stock options.*

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