Customer Experience Manager

작업 내용

Dentsply Sirona is the world’s largest manufacturer of professional dental products and technologies, with a 130-year history of innovation and service to the dental industry and patients worldwide. Dentsply Sirona develops, manufactures, and markets a comprehensive solutions offering including dental and oral health products as well as other consumable medical devices under a strong portfolio of world class brands. Dentsply Sirona’s products provide innovative, high-quality and effective solutions to advance patient care and deliver better and safer dentistry. Dentsply Sirona’s global headquarters is located in Charlotte, North Carolina. The company’s shares are listed in the United States on NASDAQ under the symbol XRAY.

Bringing out the best in people

As advanced as dentistry is today, we are dedicated to making it even better. Our people have a passion for innovation and are committed to applying it to improve dental care. We live and breathe high performance, working as one global team, bringing out the best in each other for the benefit of dental patients, and the professionals who serve them. If you want to grow and develop as a part of a team that is shaping an industry, then we’re looking for the best to join us.

Working At Dentsply Sirona You Are Able To

Develop faster - with our commitment to the best professional development.

Perform better - as part of a high-performance, empowering culture.

Shape an industry - with a market leader that continues to drive innovation.

Make a difference -by helping improve oral health worldwide.

Summary

This position is responsible for leading, coaching, and developing the Technical Administrative team (TAT). This position is also responsible for the excellence of overall strategic direction and tactical execution of the TAT teams, including developing, implementing, and planning, monitoring the best technical support practices within the support organization; manages and directs all aspects of TAT, initiatives, policies, programs, goals, and objectives. In addition, the position manages the functional design, resource planning, and corresponding requirements to develop and maintain the TAT functional area. Lastly, the Customer Experience Manager has a top priority for maximizing personnel development as well as customer and employee satisfaction.

Operational Excellence

Job Responsibilities:

• Performs comprehensive analysis of TAT’s potential, capacity, current share, and maintaining winnable opportunities.
• Organizes and directs the activities of the Customer Experience team to ensure the delivery of high-quality service to the customers
• Develops an annual business plan for TAT functional area that is in support of the Company’s strategic business plan.
• Provides strategic leadership and direction to drive short- and long-term revenue and profit growth, achieves operational and financial goals, to capitalize on Dentsply Sirona’s value proposition.
• Manages the creation and implementation of personnel and operational standards and best practices for all aspects of the department, including workforce management, quality assurance, new product and/or process onboarding, and AR/Finance involvement.
• Evaluates the teams’ productivity on a regular basis and guides the development of solutions to increase motivation and drive promotions to increase overall effectiveness.
• Manages departmental effectiveness by ensuring compensation structure encourages optimal performance in the areas of productivity and quality; institutionalizes measurements for increased performance; ensures progressives tools and technologies are utilized to optimize performance and profit.
• Ensures technical teams understand and deliver terms and conditions of service and support contracts.
• Oversees account and contract management, coordinates pilot programs, and drives clear communications to the DS teams.
• Ensures that proper regulatory procedures and work instructions are in effect and are being closely followed by all direct reports.
  

Customer Excellence

• Assesses organizational structure and development, on a regular basis, to maximize performance against market expectations in defined markets, accounts, and product segments.
• Improves customer experience quality by studying, evaluating, and re-designing processes and establishing and communicating service metrics, and monitoring and analyzing results.
• Implements production, productivity, quality, and customer-service standards; maintain customer satisfaction by providing problem-solving resources.
• Manages the daily TAT operations by developing and implementing processes to achieve technical quality, productivity metrics, and services that exceed customer expectations.
• Establishes and monitors metrics and develops proactive strategic plans and adjustments to improve the overall customer experience and satisfaction.
• Ensures that call quality is regularly monitored, and appropriate coaching and proactive improvements are made to support business objectives.
• Leads and develops progressive technical service processes and procedures that lead to customer service excellence and enhanced opportunity for revenue and profit growth.
• Handles and processes technical service complaints in a timely and uniform manner, according to the Product and Service Complaint Procedures.
• Handles client issues when they are escalated, reports complaints in accordance with the complaint handling process.
  

Talent Development & Corporate Citizenship

• Ensures continual in-person coaching and mentoring, accountable for proactive management measures of flow development, technical plan effectiveness, and customer satisfaction.
• Develops and coaches’ team on successfully working the technical process and strategy in order to maximize technical performance and effectiveness.
• Provides strategic leadership and direction to drive long-term revenue and profit growth, and to capitalize on our unique value proposition.
• Manages and develops the team, collectively, to create a culture of energy, enthusiasm, and professionalism, creating a winning culture among the team.
• Creates Performance Improvement Plans, when necessary, with appropriate associates and reviews progress.
• Creates and maintains a high level of employee satisfaction and achieves minimal levels of turnover.
• Provides leadership and support relative to the progress of work, resolution of problems, and assurance that standards for quality and quantity of work are met.
• Coordinates schedules and vacation time to ensure that department needs are met
• Provides consistent performance feedback and coaching to assist in employee/career development
• Performs other duties as assigned
  

Education

• Bachelor’s degree in Business Administration, Management Studies, or in a related discipline, a minimum
  

Years And Type Of Experience

• 5 years experience working in the field of Customer Service or Marketing
  

Required Computer Skills

• Microsoft Office: Word, Excel, and PowerPoint
• Contact Management Systems
• Internet and Email Application
  

Key Required Skills, Knowledge, And Capabilities

• Advanced leadership and conflict management skills; strong ability to lead, direct and organize a group of people
• A proven track record in leading large projects; exceptional project management skills, including organization, planning, time management and prioritization
• Strong problem-solving, critical thinking, and decision-making skills; ability to resolve conflicts in a productive and fair manner
• Exceptional customer service and interpersonal skills; ability to interact with customers in a courteously and positive manner
• Exceptional communication, including writing, speaking, and active listening
• Ability to evaluate information against a set of standards and easily recognize discrepancies.
• Ability to deal with problems involving several concrete variables in standardized situations
• Ability to travel
  

Dentsply Sirona is an Equal Opportunity/ Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, disability, or protected Veteran status. We appreciate your interest in Dentsply Sirona.

If you need assistance with completing the online application due to a disability, please send an accommodation request to

For California Residents

We may collect the following categories of personal information in connection with the submission of your resume or application materials to us for employment, and if hired, your employment with us: identifiers (e.g., name, address, email address, birthdate); personal records (e.g., telephone number, signature, education information, criminal background information, passport number and visa information); consumer characteristics (e.g., sex, marital status, veteran status, race, disability, sexual orientation); professional or employment information (e.g., resume, cover letter, employment history, background check forms, references, certifications, transcripts and languages spoken); and inferences from personal information collected (e.g., a profile reflecting abilities and aptitudes).

The above categories of personal information are collected for the following business purposes: performing recruitment and hiring services; processing interactions and transactions (e.g., to comply with federal and state laws requiring us to maintain certain records, managing the workforce); and security (e.g., detecting security incidents, protecting against fraudulent or illegal activity).

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