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

Tue Sep 17 21:25:21 UTC 2024

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

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
<mailto:rward at aph.org> rward at aph.org.

External Candidates:
<https://www.paycomonline.net/v4/ats/web.php/jobs/ViewJobDetails?job=156851&
clientkey=37466F7380F198CC901A032728F0ABA7> Apply here.

APH IS A DRUG FREE WORKPLACE.   An offer of employment is conditioned upon
successfully passing a drug screening test.

Sincerely,

---

Ryan J. Ward, SHRM-CP (he/him/his) Why I List My Pronouns

HR Administrator

American Printing House for the Blind

502.515.9141 . 502.899.2237 (fax)

1839 Frankfort Avenue . Louisville, KY 40206

 <mailto:rward at aph.org> rward at aph.org .  <http://aph.org/> aph.org .
<https://aphmuseum.org/> aphmuseum.org

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