[Job-Discussions] FW: Position Opening - Director of Customer Experience

Tue Sep 17 20:30:39 UTC 2024

From: Ryan Ward <rward at aph.org>
Sent: Tuesday, September 17, 2024 12:31 PM
Subject: Position Opening - Director of Customer Experience

[A black circle with the letters A, P, and H within the circle in white.  Below the circle are the words American Printing House with three colored boxes next to the E in House.]
We know that access to the right tools and information at the right time can change lives. At APH, our job is to break down barriers and empower students, families, adults, and educators, creating a future that belongs to everyone.

Located in Louisville KY, we manufacture and distribute products and services for people who are blind or low vision, including braille large type books and educational aids.
We're not just looking forward to an accessible future-we're making it happen every day. And, with the latest technology, we think the future has never been brighter for people who are blind or have vision loss.  Come join us.

"We embrace and value access, belonging, inclusion, diversity, and equity.  Women and Minorities, along with Veterans and others who are members of a protected class, or who may need a workplace accommodation, are encouraged to apply."

Director of Customer Experience

This role is responsible for managing an information and referral service; coordinate incoming communication channels including web, email, and phone tree; and maintain various technology platforms supporting order entry, customer relations management, and e-commerce.

Location:

This position is based in Louisville, Kentucky and allows for a hybrid work schedule.

Compensation and Benefits

$87,300.00 - $111,000.00 | Salary is negotiable depending on experience.

Benefits:

  *   Health Insurance covered at 80% for employees - plans include family planning benefits
  *   HSA Plan and FSA Plan - both include company contribution!
  *   Competitive Dental and Vision Plans
  *   Health and Well-being initiatives
  *   4 weeks PTO
  *   11 Paid Holidays
  *   401(k) Plans with company match and immediate vesting
  *   Company provided Short Term Disability
  *   Basic Life Insurance at no cost to employees
  *   Voluntary Life Insurance with Accidental Death and Disability
  *   Educational Assistance and Professional Development Opportunities
  *   Optional Hybrid Work Schedule for approved positions only
  *   Public Service Loan Forgiveness Employer

Essential Duties and Tasks

  *   Develop and execute a department strategy that leads to policies and procedures for operations.  Map out the customer journey and identify customer touch points as part of process definition.  Develop processes for recording customer interactions, protecting customer privacy, and securing customer data.
  *   Share lessons learned with the organization to improve products, services, and communications.
  *   Serve as a liaison between departments when product quality or other issues are raised by customers and act as the point "problem solver" for complicated customer issues that involve multiple departments.
  *   Manage a team of 5-10 direct reports made up of support reps and experienced technical support specialists.  Carry out various department administrative responsibilities, including budgeting and timekeeping.  Assure that staff are meeting defined objectives and professional development goals.
  *   Plan and execute a customer experience coaching and training strategy within the department and across the organization.
  *   Select and implement an accessible Customer Relationship Management (CRM) system to identify customer trends and issues, provide enhancements and efficiencies to current procedures, improve the customer experience, and promote additional sales opportunities. Move paper record keeping system into digital CRM process.
  *   Work with the APH Computer Technology department on the maintenance and management of APH's Enterprise Resource Planning (ERP) database Syspro, and APH's e-commerce solution (Woo Commerce), including training, testing, order entry, maintenance of customer master, reporting, month-end reports, year-end processing, and database clean-up.
  *   Work with the sales and marketing teams to create customer interactions that maximize sales, promote the APH brand of inclusivity and accessibility, and educate customers about our products, services, and the values of education equity.
  *   Advocate for the highest accessibility standards in all communications from APH internally and externally.
  *   Complete other duties as assigned.

Minimum Qualifications - Experience - Training

  *   Bachelor's degree in Business, Communications, Technology, or a related field.
  *   3+ years' experience in a customer support role.

A combination of education, training, and experience may be substituted when competency in the role is demonstrated.  Reasonable accommodation may be provided for those who are able to perform the essential duties of the job.

Specialized Skills and Knowledge:

  *   Demonstrated experience with and an understanding of the selection and implementation of technology solutions in a call center/ sales environment.
  *   Strong written and oral communication skills.
  *   Experience with e-commerce technology platforms (WooCommerce); Customer Relations Management (CRM) platforms (Salesforce); and Microsoft Office.
  *   An entrepreneurial background for building successful systems and teams for new efforts and enterprises.
  *   Preferred education and experience: Experience with blindness, low vision, disabilities, or nonprofits; Bilingual skills.

How to Apply

Internal Candidates: APH employees may apply for open positions after completing six (6) months of active service in their current position in a satisfactory manner and notifying your immediate supervisor.

Login to Paycom, click on "Job Opportunities" under "Company Information", and scroll to find the position.  If you have trouble accessing the application through Paycom, please contact Ryan Ward at rward at aph.org<mailto:rward at aph.org>.

External Candidates: Apply here<https://www.paycomonline.net/v4/ats/web.php/jobs/ViewJobDetails?job=156851&clientkey=37466F7380F198CC901A032728F0ABA7>.
APH IS A DRUG FREE WORKPLACE.   An offer of employment is conditioned upon successfully passing a drug screening test.

Sincerely,

[APH logo with 3 colored squares]
Ryan J. Ward, SHRM-CP (he/him/his) Why I List My Pronouns<https://medium.com/gender-inclusivit/why-i-put-pronouns-on-my-email-signature-and-linkedin-profile-and-you-should-too-d3dc942c8743#id_token=eyJhbGciOiJSUzI1NiIsImtpZCI6ImQwMWMxYWJlMjQ5MjY5ZjcyZWY3Y2EyNjEzYTg2YzlmMDVlNTk1NjciLCJ0eXAiOiJKV1QifQ.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.dkfpNl3DefVXAoVvxYm1GH-HsMQPSmxJSIhyc94sQLk5ApU5ItaDBkjALrjuhxmshosVwHvah91HPc0uGmM1EwCF2rdKS7e_QOWFduKVx397GFQLYAxKiu_6E9B2NC4nqwYmHE2K6Z-pP5LPxoryzt4GhXUxC422Xvay-Caq4_RPS-BGh2ToahtQD1k0jVbw8cVF7OxDl4rCBuDXHxXb8qA48_gRMop26JNtuvZprcbE-YrWzbBL7XePrtRDyAEGlChgQ_zQYzwnFBLIRXw-XSpTgmRhFLuwzr8uvFVMg8oZS6Tr7DOJoE-LzOZ1KWJEqsoI21Suwq4Ssg8a5HgXYQ>
HR Administrator
American Printing House for the Blind
502.515.9141 * 502.899.2237 (fax)
1839 Frankfort Avenue * Louisville, KY 40206
rward at aph.org<mailto:rward at aph.org> * aph.org<http://aph.org/> * aphmuseum.org<https://aphmuseum.org/>

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