Director, Customer Experience

Summary

Join Miovision as the Director of Customer Experience and lead the strategy, planning, and execution of the company's overall customer experience globally. You will oversee customer-first programs to maximize customer value, optimize CRM and data science technology, and lead a high-performing team. This role involves building a customer experience strategy, ensuring customer engagement, creating efficient processes, and representing the team in leadership meetings. The position requires strong leadership, strategic thinking, and experience managing customer experience teams. Miovision offers a comprehensive benefits package including flexible work options.

Requirements

• Previous 5+ years of experience managing a Customer Experience Team
• Strategic Thinker
• Strong networking aptitude
• Ability to lead/ operate, generate results in a functional leadership position
• Strong negotiation skills set
• Ability to work in teams with multiple organizations
• Ability to manage multiple projects utilizing strong planning and organizational skills
• Experience with general consulting skills that include team facilitation, business case development, strong business analysis skills, process mapping, and process redesign
• Analytical nature with the ability to solve complex business issues
• Outstanding verbal, written, and presentation skills
• Extremely detail-oriented and Customers focused
• Experience leading teams and/or ability to coach and develop
• Continuous learner who is able to discover, evaluate & implement technologies
• Strong knowledge of all the tools and technologies that help businesses deliver, manage, measure and improve customer experience, including AI & ChatBot

Responsibilities

• Support the CRO GTM plan, build a customer experience strategy including implementing a user community a customer Advisory Board, and adequately document the customer feedback via scorecards to influence Miovision’s product and solution offerings, sales/ marketing strategy, and the delivery of the services
• Ensure full engagement with Miovision Customer Care team ensuring Activations and Onboarding of customers is fully supported in North America and Worldwide
• Build an efficient process and RACI across its organization to avoid duplication of efforts and ensure rapid execution, scalability, velocity and consistency
• Represent your team at the Revenue Operations Leadership Team (ROLT) and with Operations and Product development teams
• Lead and empower a high-performing team through clear visions/expectations, regular performance and improvement feedback, and keeping on top of emerging topics and trends in the industry
• Support the various stages of the Customer Journey (pre-sales digital, onboarding, post-sales engagement) with consistent customer feedback to drive industry-leading customer experience outcomes
• Working closely and positively with peers and leaders from outside the Revenue Operations department (i.e., information system, product management, business operations, operations, etc.) to drive cross-functional initiatives
• Creates a high-energy “always-on” team that is flexible enough to pulse with the business demands of the day

Benefits

• Note: We do offer flexible onsite and remote work options
• Comprehensive health benefits starting on day one
• RRSP Matching Plan
• Variable Incentive Plan
• Mio-Days : We extend all three-day weekends to four-days and provide a Holiday Shutdown in December
• Virtual Healthcare Service providing employees and their families access to healthcare providers 24/7
• Internet subsidy and a remote work allowance
• Enhanced paternity and maternity leaves
• Unlimited vacation policy
• Wellness offerings (Fitness, Mindfulness)