Director Customer Experience
Generac Power Systems, Pewaukee, Wisconsin, United States, 53072
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.
Join our team as the Director of Customer Experience the leader of a high-volume, 24/7 consumer support operation serving 100+ agents within a dynamic B2C manufacturing environment. In this role, you will champion a seamless, customer-focused post-sale experience by driving performance across all support channels, achieving key service metrics, and leading continuous process improvements. You'll mentor frontline leaders, collaborate cross-functionally to resolve escalations, and shape the end-to-end customer journey through strategic operational excellence.
Major Responsibilities
Strategic Leadership
Leads and develops a high-performing team across multiple shifts to support 24/7 operations, ensuring consistent and exceptional customer service.
Collaborates with senior leadership to define and execute the consumer experience vision aligned with company goals.
Serves as the voice of the customer, advocating internally for continuous improvement across all touchpoints.
Operational Oversight
Oversees all customer support channels (voice, chat, email, social media) 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 Leader to ensure strong coordination with third party contact center for scalable support.
Process Improvement & Innovation
Identifies inefficiencies and leads process improvement initiatives (e.g., Lean, Six Sigma, automation) to optimize workflows, improve first-contact resolution, and increase customer satisfaction.
Evaluates and implements best in class software to enable agents to be productive quickly and elevate the customer experience.
Metrics & Performance Management
Defines, tracks, and reports key performance indicators (KPIs) including CSAT, , FCR, Abandoned rate, Average speed to answer, and customer satisfaction.
Uses data insights to make strategic decisions, coach managers, and enhance the customer journey as well as share with product management and engineering teams.
Team Development
Mentors and grows leadership within the customer experience team, including supervisors, team leads, managers and trainers.
Promotes a culture of accountability, continuous learning, and customer obsession.
Cross-Functional Collaboration
Partners with Product management, Engineering, Marketing and Quality to resolve systemic issues and improve end-to-end customer experience.
Acts as a liaison during product recalls and critical service interruptions, ensuring transparent and empathetic communication to customers.
Minimum Job Requirements
Education
Bachelor's degree in Business, Operations, or related field (MBA preferred).
Certification / License
Work Experience
8+ years of progressive leadership in customer service or customer experience
Proven experience managing large-scale, 24/7 customer operations (100+ agents).
Strong background in process improvement methodologies (Lean, Six Sigma, Kaizen).
Knowledge / Skills / Abilities
Proficient in CRM and contact center tools (e.g., Salesforce, SAP CRM, Genesys).
Exceptional communication, leadership, and change-management skills.
Analytical mindset with the ability to turn data into actionable insights.
Preferred Job Requirements
Work Experience
Previous experience within a B2C or manufacturing context
Experience in consumer products, home goods, or durable goods industries.
Multilingual or experience managing multilingual teams.
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."
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.
As one of the leaders and largest suppliers of power generation equipment and technology, the work we do touches millions of lives. Employees at Generac are encouraged to be innovative and are valued as an integral part of our global team. Our challenging goals develop knowledgeable employees dedicated to helping continue Generac's success. Generac provides individuals the opportunity to work in a fast-paced agile work environment where their work makes a difference in people's lives and their own.
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.
Join our team as the Director of Customer Experience the leader of a high-volume, 24/7 consumer support operation serving 100+ agents within a dynamic B2C manufacturing environment. In this role, you will champion a seamless, customer-focused post-sale experience by driving performance across all support channels, achieving key service metrics, and leading continuous process improvements. You'll mentor frontline leaders, collaborate cross-functionally to resolve escalations, and shape the end-to-end customer journey through strategic operational excellence.
Major Responsibilities
Strategic Leadership
Leads and develops a high-performing team across multiple shifts to support 24/7 operations, ensuring consistent and exceptional customer service.
Collaborates with senior leadership to define and execute the consumer experience vision aligned with company goals.
Serves as the voice of the customer, advocating internally for continuous improvement across all touchpoints.
Operational Oversight
Oversees all customer support channels (voice, chat, email, social media) 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 Leader to ensure strong coordination with third party contact center for scalable support.
Process Improvement & Innovation
Identifies inefficiencies and leads process improvement initiatives (e.g., Lean, Six Sigma, automation) to optimize workflows, improve first-contact resolution, and increase customer satisfaction.
Evaluates and implements best in class software to enable agents to be productive quickly and elevate the customer experience.
Metrics & Performance Management
Defines, tracks, and reports key performance indicators (KPIs) including CSAT, , FCR, Abandoned rate, Average speed to answer, and customer satisfaction.
Uses data insights to make strategic decisions, coach managers, and enhance the customer journey as well as share with product management and engineering teams.
Team Development
Mentors and grows leadership within the customer experience team, including supervisors, team leads, managers and trainers.
Promotes a culture of accountability, continuous learning, and customer obsession.
Cross-Functional Collaboration
Partners with Product management, Engineering, Marketing and Quality to resolve systemic issues and improve end-to-end customer experience.
Acts as a liaison during product recalls and critical service interruptions, ensuring transparent and empathetic communication to customers.
Minimum Job Requirements
Education
Bachelor's degree in Business, Operations, or related field (MBA preferred).
Certification / License
Work Experience
8+ years of progressive leadership in customer service or customer experience
Proven experience managing large-scale, 24/7 customer operations (100+ agents).
Strong background in process improvement methodologies (Lean, Six Sigma, Kaizen).
Knowledge / Skills / Abilities
Proficient in CRM and contact center tools (e.g., Salesforce, SAP CRM, Genesys).
Exceptional communication, leadership, and change-management skills.
Analytical mindset with the ability to turn data into actionable insights.
Preferred Job Requirements
Work Experience
Previous experience within a B2C or manufacturing context
Experience in consumer products, home goods, or durable goods industries.
Multilingual or experience managing multilingual teams.
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."
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.
As one of the leaders and largest suppliers of power generation equipment and technology, the work we do touches millions of lives. Employees at Generac are encouraged to be innovative and are valued as an integral part of our global team. Our challenging goals develop knowledgeable employees dedicated to helping continue Generac's success. Generac provides individuals the opportunity to work in a fast-paced agile work environment where their work makes a difference in people's lives and their own.