Customer Service Operational Excellence Director

Avantor is looking for a Customer Service Operational Excellence Director to

direct and oversee all aspects of the customer service policies, objectives, and initiatives for an organization.

The Customer Service Operational Excellence Director will lead initiatives to enhance the efficiency, effectiveness, and overall quality of customer service operations. This role is responsible for developing and implementing best practices, process standardization, performance measurement, and fostering a culture of continuous improvement, innovation and ensuring a customer-centric approach across the organization.

This is a virtual/remote global role and can be based in any location where we have an Avantor legal entity. Must be able to travel domestically and internationally, 15%-50%, as needed for transactions with ability to work flexible hours to accommodate various time zones and customer needs.

What we're looking for:

• Education:
• Bachelor's degree in business administration, Management, or a related field; MBA preferred.
• Experience:
• 7+ years of experience in customer experience, operations management, quality assurance, or a related field, with at least 3-5 years in a leadership role.
• Certifications:
• Lean Six Sigma, Project Management Professional (PMP), or related certifications are a plus.
• Additional Qualifications:
• Proven track record with 10+years in executing numerous fast-paced cross functional projects in a matrix environment, including integrations and separations
• Strong analytical and problem solving skills with experience in data analysis tools and techniques.
• Excellent communication and interpersonal skills, with the ability to influence and collaborate across all levels of the organization.
• Proven track record of managing complex projects and driving organizational change.
• Familiarity with customer service technology and tools.
• Ability to influence and drive change at all levels of the organization.
• Expertise in Voice of the Customer methodologies and tools (e.g., NPS, CSAT, CES).
• Proficiency in data analysis software (e.g., Excel, SPSS, Tableau).

How you will thrive and create an impact:

• Develop service level standards focused on reducing response times and providing high customer satisfaction.

• Establish policies and procedures that produce high quality customer service delivery and that reflect industry best practices.

• Implement systems to capture and report on service metrics, including any customer feedback or trends in product or service issues.

• Manage resource decision-making and planning.

• Manage a large team or multiple teams led by Managers and/or Supervisors.

• In addition to the end-to-end process; this role will be responsible for maintaining high standards of service delivery. T

• Develop quality criteria, monitor interactions, and provide feedback to customer service teams to ensure consistency and excellence.

• Conduct regular audits and training sessions, upholding the integrity of customer service practices and contribute to the professional development of teams.

• Lead focus on the behind-the-scenes aspects of service delivery, such as workforce management, process optimization, and service level agreements (SLAs).

• Be adept at analyzing performance metrics, forecasting demand, and scheduling staff to meet service targets.

• Ensure that the customer service department runs smoothly and cost-effectively.

• Strategic Leadership: Develop and execute a comprehensive strategy for customer service excellence that aligns with the organization's overall goals.Lead a team responsible for capturing, analyzing, and reporting on customer feedback.
• Process Improvement:Identify opportunities for operational improvements and lead projects to enhance service delivery processes, leveraging methodologies such as Lean, Six Sigma, or Agile.
• Data Analysis:Analyze customer feedback from various channels (surveys, social media, customer service interactions) to identify trends and insights; Utilize statistical tools and methodologies to interpret complex data sets and provide actionable recommendations.
• Quality Assurance:Establish quality assurance processes to ensure the integrity and reliability of customer data; Conduct regular audits and assessments of VoC programs to identify areas for improvement.
• Performance Metrics:Establish key performance indicators (KPIs) to monitor service quality, efficiency, and customer satisfaction, and drive accountability across teams; Define and monitor key performance indicators (KPIs) related to customer satisfaction and VoC initiatives; Report on progress to senior leadership and recommend strategies for improvement.
• Training and Development:Design and implement training programs that empower customer service teams with the skills and knowledge to excel in their roles.
• Stakeholder Engagement:Build and maintain relationships with key stakeholders to advocate for the customer perspective in strategic discussions; Serve as a point of contact for VoC-related inquiries and initiatives.
• Cross-Functional Collaboration:Work closely with other departments, such as sales, marketing, and product development, to ensure a cohesive approach to customer engagement and feedback; Facilitate workshops and training sessions to promote a customer-centric culture across the organizatio
• Technology Integration:Oversee the implementation of technology solutions that enhance customer service capabilities, including CRM systems and customer feedback tools.
• Customer Insights: Analyze customer feedback and data to identify trends, pain points, and opportunities for improvement in service delivery.
• Innovation and Improvement:Stay current with industry trends and best practices in VoC methodologies; Drive continuous improvement initiatives based on customer feedback and quality assurance findings.
• Team Leadership: Mentor and develop a high-performing team of customer service professionals, fostering a culture of collaboration, accountability, and excellence.
• Budget Management:Manage departmental budgets effectively, ensuring resource allocation aligns with strategic objectives.

Disclaimer:
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Avantor is proud to be an equal opportunity employer.

Why Avantor?

Dare to go further in your career. Join our global team of 14,000+ associates whose passion for discovery and determination to overcome challenges relentlessly advances life-changing science.

The work we do changes people's lives for the better. It brings new patient treatments and therapies to market, giving a cancer survivor the chance to walk his daughter down the aisle. It enables medical devices that help a little boy hear his mom's voice for the first time. Outcomes such as these create unlimited opportunities for you to contribute your talents, learn new skills and grow your career at Avantor.

We are committed to helping you on this journey through our diverse, equitable and inclusive culture which includes learning experiences to support your career growth and success. At Avantor, dare to go further and see how the impact of your contributions set science in motion to create a better world. Apply today!

EEO Statement:

We are an Equal Employment/Affirmative Action employer and VEVRAA Federal Contractor. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state/province, or local law.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at recruiting@avantorsciences.comand let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

For more information about equal employment opportunity protections, please view the Equal Employment Opportunity is THE LAW Poster, EEO is the Law Poster Supplement, and Pay Transparency Non-Discrimination Provision.

3rd Party Non-Solicitation Policy:

By submitting candidates without having been formally assigned on and contracted for a specific job requisition by Avantor, or by failing to comply with the Avantor recruitment process, you forfeit any fee on the submitted candidates, regardless of your usual terms and conditions. Avantor works with a preferred supplier list and will take the initiative to engage with recruitment agencies based on its needs and will not be accepting any form of solicitation.