Senior Director Customer Experience

Senior Director Customer Experience

We are Generac, a leading energy technology company committed to powering a smarter world. Over the 60 plus years of Generac's history, we've been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.

The Senior Director Customer Experience drives strategic initiatives that support revenue growth, productivity and customer satisfaction, and manages performance across these functions and companywide Outage Response.

Major Responsibilities

• Advocates internally for continuous improvement across all touchpoints
• Leads strategic planning and execution to achieve enterprise business objectives aligned with long-term priorities
• Provides executive-level direction in Consumer Support to ensure goals aligned to company strategy
• Coaches and develops a leadership team including Directors, Managers, Supervisors, Team Leads, and Agents with a focus on engagement, performance, and business impact.
• Collaborates with senior leadership across Sales, Marketing, Operations, and Support to align on objectives, inspire teams, prioritize work, and optimize tools and processes to drive results
• Partners with the Consumer Sales and Support Director, Workforce Optimization Director, Service Director and Marketing leaders to ensure SLA adherence and improve performance for Generac end users
• Establishes and oversees performance expectations
• Oversees customer support channels ensuring SLAs, KPIs, and customer satisfaction metrics are met or exceeded
• Develops and manages departmental budgets, staffing plans, and resource allocation for continuous coverage
• Partners with Workforce Optimization Director to ensure strong coordination with third party contact center for scalable support
• Identifies inefficiencies and lead process improvement initiatives to optimize workflows, improve first-contact resolution, and increase customer satisfaction
• Evaluates and implements software to enable agents to be productive quickly and elevate the customer experience
• Acts as a liaison during product recalls and critical service interruptions
• Provides executive leadership for Outage Response efforts, including oversight of the Executive Steering Committee
• Ensures high levels of quality, accuracy, and process consistency across all aspects of Outage Response
• Owns and leads development of the Outage Response Dashboard
• Collaborates with VP and Director-level leaders to maintain the Outage Response SOP, including governance, audit plans, and executive-level approvals

Minimum Job Requirements

Education

• Bachelor's degree or equivalent experience

Certification / License

Work Experience

• 15 years of progressive experience in process improvement and business analytics, including leadership roles in sales, customer relations, or operations
• 10+ years of operations experience with 7+ years in senior leadership roles · Experience with Salesforce CRM or equivalent systems
• Proven experience in enterprise process management and continuous improvement
• Demonstrated ability to build and scale high-performing teams

Knowledge / Skills / Abilities

• Strong analytical, critical thinking, and executive problem-solving skills
• Proven project leadership with full lifecycle ownership and delivery
• Ability to define and track enterprise KPIs across complex functions
• Deep understanding of processes and systems supporting a diversified CPG business
• Knowledge of multi-channel distribution strategies in a consumer goods environment
• Ability to operate independently in a fast-paced, matrixed, and results-driven culture
• Experience partnering with Director, VP, and C-level executives
• Exceptional communication skills and executive presence
• Strong organizational skills and attention to detail
• Skilled in driving cross-functional collaboration and influencing across all levels of the organization
• Proficiency with ERP and CRM systems
• Demonstrated leadership initiative and enterprise-level strategic thinking

Preferred Job Requirements

Education

Certification / License

Work Experience

• Experience in consumer products, home goods, or durable goods industries.
• Multilingual or experience managing multilingual teams.

Knowledge / Skills / Abilities

Physical Demands

While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 - 50 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.