Highlights
Define a segmented service model for residential, corporate and business drop-ship customers, including a premium tier for our highest-value households, with policies and service levels for each. Build your team, manage our outsourced partners against clear targets for resolution and satisfaction, and set the contact-center platform roadmap with our product and engineering teams.
Numbers & Facts
| Location | Bronx, New York |
| Job Type | Full-time |
| Industry | Staffing/Employment Agencies |
| Salary | $200,000–$240,000 Per Year |
| Company Size | 10,000 employees or more |
| Website | https://www.michaelpage.ca/ |
Description
Director Of Customer Service And Experience
The company operates in the Retail industry and is located in the Bronx.
Job Description
Be the voice of the customer inside the company and help the C-suite set the strategy that raises customer satisfaction and service quality. Put in place the measures that matter most: satisfaction after every contact, and how often customers need to contact us at all, both tracked as trends. Lead a monthly review of complaint causes with Operations, Delivery, Product and Marketing, so each team fixes the issues it creates. Launch an "andon cord" process, borrowed from lean manufacturing: any issue that will change a customer's order is flagged centrally, so customers hear it from us first. Define a segmented service model for residential, corporate and business drop-ship customers, including a premium tier for our highest-value households, with policies and service levels for each. Lead our use of AI in service, from AI agents that resolve routine questions end to end to AI tagging of every contact and tools that help agents, with clear quality guardrails. Bring state-of-the-art customer service practices, benchmarking leaders in and beyond grocery. Build your team, manage our outsourced partners against clear targets for resolution and satisfaction, and set the contact-center platform roadmap with our product and engineering teams. In your first year: every contact classified by cause, the andon cord live, the segmented service model launched, and a measurable fall in how often customers need to contact.
MPI does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, marital status, or based on an individual's status in any group or class protected by applicable federal, state or local law. MPI encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants.
The Successful Applicant
A successful Director Of Customer Service And Experience should have:
- Experience leading customer service and customer experience activities.
- Experience working with customer feedback and service trends.
- Ability to turn customer needs into practical service improvements.
- Experience partnering with Procurement & Supply Chain teams.
- Ability to manage customer service priorities across connected teams.
- Experience tracking customer experience results and using insights to guide action.
What's on Offer
- Permanent position.
- Salary of $200,000 to $240,000.
- PTO.
- 401(k).
- Sick days.
Interested? Apply today.
Contact Brooke Avedon Quote job ref JN-102026-7135944
Job Summary
Sector: Procurement & Supply Chain
Sub Sector: Customer Service
Industry: FMCG (Fast Moving Consumer Goods)
Where: Bronx
Contract Type: Permanent
Consultant name: Brooke Avedon
Job Reference: JN-102026-7135944
About Company
Michael Page is one of the world's leading professional recruitment consultancies, specializing in the placement of candidates in permanent, contract, temporary and interim positions with clients around the world.
Our business was established in Canada in 2005 when we opened our Toronto office. Our role is to work with employers and job seekers to facilitate a successful match. This can range from advising a global company on a candidate sourcing strategy to helping a job seeker find their dream job.
In Canada, we focus on recruiting for the following areas:
Banking and financial services
Digital and e-commerce
Engineering and manufacturing
Finance and accounting
Human resources
Information technology
Marketing
Oil and gas
Procurement and supply chain
Property and construction
Sales
An Established Brand
The Group has established a leading presence in many of the key markets for professional recruitment around the world and has positioned itself in certain other markets, which offer the opportunity for future growth. Within its current largest markets, Michael Page has also built a regional presence, including in the UK, France and Australia. Consequently, the Michael Page brand is among the most widely recognized brands in the professional recruitment industry.
A Market Leader
The role of a recruitment consultancy is to act as an intermediary, identifying and sourcing suitably qualified candidates on behalf of its clients. Candidates are recruited either for permanent or contract positions (typically for a fixed term) or on a temporary basis. Within the overall recruitment industry, the market for professional recruitment services is a specialist sector which has developed more recently. Michael Page is widely recognized as leading the development of this market around the world.
Learn the benefits of working with Michael Page yourself. Submit your resume or contact a Michael Page recruitment consultant today.