Honeywell sps, a $7b enterprise, delivers innovative solutions that enhance workplace safety, boost workflow performance, and enable product design advancements across diverse industries, including aerospace, healthcare, logistics, manufacturing, and retail.
As director of customer experience at our san luis potosí, mx site, you will lead a dynamic team of 400+ employees, ensuring a world-class customer experience across all global business enterprises (gbes). You'll drive performance in key areas like customer satisfaction, order processing, and timely communication, collaborating with stakeholders to optimize delivery and order fulfillment.
*key responsibilities*:
- * *lead cx operations, ensuring timely and professional processing of customer inquiries and orders.
- drive key metrics like customer satisfaction (csat), first contact resolution (fcr), and case closure rate (ccr).
- champion customer-focused improvements and initiatives, ensuring alignment with honeywell's global strategy.
- lead and develop a high-performing team, fostering a culture of excellence and continuous improvement.
- spearhead cross-functional collaboration to enhance delivery and order fulfillment.
*people & culture*:
- cultivate a positive, cohesive work environment that promotes engagement and growth.
- champion talent development, employee engagement, and organizational effectiveness.
- lead change management and transformation efforts to elevate customer support capabilities.
*you must have*:
- * *bachelor's degree with 8+ years of experience in customer-facing and operational roles.
- proven leadership in transformational change, building high-performing teams, and driving results.
- strong interpersonal, communication, and relationship-building skills.
- master's degree, greenbelt certification, and 7+ years of global leadership experience (preferred)
*_join us in shaping the future of customer experience at honeywell sps.a capacity to make decisions in the face of ambiguity_*
*additional information*:
- * job id*:hrd243370
- * category*:customer experience
- * location*:av. Salvador nava martinez 3125,san luis potosi,san luis potosi,78260,mexico
- exempt