National Head (US) - Customer Experience Service Delivery

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The compensation range provided is in compliance with state specific laws. Factors that may be used to determine your actual rate of pay include your specific skills, years of experience and other factors.

BENEFITS INFORMATION:

Job Summary:

As the Senior Director of Customer Experience Operations, this individual will be responsible for overseeing and optimizing the centralized customer service operations (HQ COE 200+ concepts, Local Contract concepts (200) and Back-Office and works closely with CEx Field org)This roles' primary focus will be to ensure exceptional customer experience delivery, drive customer satisfaction and creating an overall ecosystem where tech, people and process are optimized. The role will lead delivery from the centralized HQ CoE and Call center/Back Office teams while supporting transformational objectives, mainly centered around centralization and automation.

• Proven experience in a senior-level customer service leadership role within the food distribution or related industry.

• Demonstrated track record of implementing successful customer service strategies and initiatives.

• Strong leadership skills with the ability to motivate and guide a diverse team.

• Exceptional problem-solving, communication, and interpersonal skills.

• Data-driven decision-making approach with the ability to analyze and interpret customer insights and metrics.

• Familiarity with customer service software, CRM systems, and emerging technologies in the field.

• Knowledge of food distribution industry trends and regulations is advantageous.

Duties and Responsibilities:

• Customer Service Delivery: Accountable for delivery of efficiency, effectiveness and CSAT metrics through the HQ CoE and CCC/BO teams.

• Transformation: Key participant in the transformation roadmap from mapping of activities, centralizing tasks with the right team and then automating repeatable tasks and drives ongoing process improvement that touches cross-functional teams. Key focus will be centralizing 200+ LCC concepts; moving from field sales org to centralized support model.

• Leadership and Strategy: Develop and own implementation of the company's comprehensive customer service strategy.

• Colleague Engagement: Lead, mentor, and inspire the customer service team to achieve high-performance levels and foster a positive work culture and create a framework for loyalty.

• Collaborating within and across org structures: Be a core part of large cross-functional/matrix project that allows for centralized service to our customers; Collaborate with other executives and departments to streamline processes, improve efficiency, and enhance customer-centric approaches while onboarding ~700 customers into the new service model. Work closely with the Front Office teams to ensure seamless operations to the customer.

• Customer Interactions: Continuously monitor customer feedback and satisfaction levels to identify areas for improvement and drive corrective actions. Frequently and proactively interact with customers and their leadership teams

• Innovative solutions: Lead service delivery through a network of partner employees and should be adept at vendor negotiations and leading service delivery from people that do not report into the org. Implement best practices and innovative solutions to elevate customer service experiences across all touchpoints, including phone, email, and online platforms.

• Operational Excellence: Oversee the day-to-day operations of the customer service department, ensuring smooth workflows and timely resolution of customer inquiries and issues.

Education Required:

Bachelor's degree in Business Admin, Marketing or a related field

Education Preferred:

MBA

Experience Required:

7+ years of experience working in a Call Center/Back Office environment.

Experience organizing and directing cross functional teams and departments.

Experience Preferred:

Experience in leading complex strategic projects- developing analyses into actionable, relevant strategy and execution plans.

Technical Skills and Abilities:

• Demonstrated capability for strategy, processes, capabilities, enabling technologies and measurement.

• Strong analytical, problem-solving skills.

• Able to effectively lead and manage complex projects.

• Able to work collaboratively and effectively across corporate and field functional areas.

• Extremely versatile, with a dedication to efficient productivity.

• Excellent verbal and written communication skills.

Physical Demands:

Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions of this job.

OVERVIEW:

Sysco is the global leader in foodservice distribution. With over 71,000 colleagues and a fleet of over 13,000 vehicles, Sysco operates approximately 333 distribution facilities worldwide and serves more than 700,000 customer locations.

We offer our colleagues the opportunity to grow personally and professionally, to contribute to the success of a dynamic organization, and to serve others in a manner that exceeds their expectations. We're looking for talented, hard-working individuals to join our team. Come grow with us and let us show you why Sysco is at the heart of food and service.

AFFIRMATIVE ACTION STATEMENT:

Applicants must be currently authorized to work in the United States.

We are proud to be an Equal Opportunity and Affirmative Action employer, and consider qualified applicants without regard to race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factor under federal, state or local law.

This opportunityis available through Sysco Corporation, its subsidiaries and affiliates.