Director Order Support

Job Summary

As Director of Order Support, you are accountable for the execution of the transformation of how ABL supports our customers and serves their needs. Whether it’s a request to expedite an order, a technical support issue relating to our applications, product support from one or more of our product teams or assistance with a warranty return, you are here to aid in defining, implementing, and executing an industry leading comprehensive approach to customer support. You will learn and teach others everything there is to know about our products, processes and supporting applications with the intention of helping our customers succeed. You will set the example for how to dig in to troubleshoot issues, solve problems outside our domain, and actively listen to customers to determine what they really need. You will be a key driver in mobilizing all support teams to work collaboratively to achieve our stated CX goal to “Increase the industry service level”. Your success unlocks capacity within our CX, Product, and Sales leadership unit that in turn, leads to further commercial success. You will construct exceptional relationships with all our customers through the generation of positive order experiences. You will lead with empathy and understanding first. 

What you will do:

• Customer Support
  • You will manage a team of customer support managers and associates tasked with exceeding the order management expectations of our agencies and customers
  • Establish, in coordination with Operations and your peers, KPI’s that drive our stated goal to increase the industry service level  
  • Continuously lead the evolution of processes, structure, skills, and abilities of the customer support team ensuring that everyone presents a common, expectation exceeding, experience to our customers
  • Ensure those within your organization, and anyone who needs, are supported with training and resources to sustainably serve our customers while growing their respective careers
  • Provide technical guidance internally and externally

• Customers and Agents
  • Prepare and present regular updates to internal & external customers on the transformation efforts of the CX organization
  • Meet customers, particularly the largest customers, to establish customer experience presence and to receive customer feedback for improvements on service and the overall customer experience
  • Develop relationships with customers outside the context of a problem and ensure they know who is accountable when things are not going according to plan

• Internal
  • Lead our internal partners and support teams to drive our transformational efforts and achieve ABL’s goal to “increase the industry service level”
  • Embody a customer obsessed and curiosity filled culture and infuse into the business
  • Develop relationships outside the context of a problem
  • Re-Establish the internal Customer Support reputation to ensure everyone knows “we’ll take care of it”
  • Take burden off those internally that should not be carrying it 

What we are looking for in you:

• Naturally empathetic. The ability to step into someone else’s shoes and walk a few miles can make all the difference between someone who is successful in this position and someone who struggles. By truly being able to understand the customer’s pain, you can also produce the best solutions.
• Customer advocacy. Customer Support leaders must be strong, natural advocates. Your entire job is to fight to improve the customer experience, which can sometimes be more difficult than it sounds. You are an expert influencer.
• Process driven. We must serve our customers beyond their expectation, and we must have sustainable, repeatable, efficient, and continuously improving processes. The details matter.
• Curious. There is always an improvement to be made. Be curious, learn, engage, and drive impact. You understand the power of “why?” and “what if.”
• KPI driven. Everything in this function is measurable. You will find ways to measure how well we’re serving customers with metrics like the Customer Effort Score, Customer Satisfaction Score, and transactional Net Promoter Score for customer service interactions.
• Hungry. A deep desire to learn our business and the processes associated so you can teach others. You will seek to not only be an expert, but the authority, on anything that could impact the customer experience at any point and how we can resolve it.
• Business acumen. Elevated level of business acumen, organizational skills, and interpersonal abilities.
• Pace. An ability to multi-task and work effectively in a dynamic, fast paced environment
• Strategic thinking. You understand how the decisions you make today impact tomorrow. You make decisions for the long-term benefit of our customers. 
• Mentorship. You can recognize high potential in our talent, and you have an innate ability to help that talent see and cultivate their own potential.
• Leadership. An ability to lead and drive (directly and indirectly) to achieve results. You know that influence is greater than authority.

What you should have:

• A bachelor’s degree or equivalent work experience or certifications
• Solid understanding of staff management; Experience leading people
• Superior management and interpersonal skills
• Excellent problem solving and critical thinking skills
• Ability to remain calm and focused in stressful situations
• Experience collecting, assessing, and interpreting data to provide insights to customers and partners
• A strong desire to grow within the company

Travel:

• You should plan to be in the field with customers on a regular basis. While this will vary based on the individual and the dynamics in the region, expect to have a 15-25% travel commitment with the possibility of international travel being required.