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Senior Director Global Customer Services

Company: DTN, LLC
Location: Omaha
Posted on: May 6, 2021

Job Description:

DTN is a global leader providing insights and analytics to our customers to feed, fuel, and protect the world. We help people make critical business decisions that impact the agriculture, oil and gas, trading, and weather industries.

It's a difference you've likely felt without even knowing it. From the food on your plate to the gas in your car to the last flight you took, chances are a DTN customer made it possible. And that's just for starters. That's why we say, "When our customers prosper, we all win."

Job Description:

Reporting to the Chief Administration Officer, the Sr Director of Global Customer Services will be responsible for managing a geographically dispersed and diverse customer support team of 80+ individuals. This individual will drive the organization's customer support strategy globally, including establishing best-in-class support processes, championing DTN's digital transformation, representing the VOC, and delivering exceptional customer support to B2C and B2B customers. Additionally, this individual will provide critical day-to-day operations management including mentoring and coaching team members, facilitating resolution of complex issues, and interacting with internal and external customers to provide excellent product support.

This Global Customer Services Leader may be based in Omaha NE or Burnsville MN.

The ideal candidate will be both strategic and operational and have at least 8+ years progressive experience managing global customer support teams within the technology/SAAS industry. We are seeking an individual who is a collaborative, motivated individual with excellent leadership and problem-solving skills.

Key Responsibilities

  • Lead a 24X7 global customer service team of 80+ people, primarily in the US, Netherlands, and Philippines
  • Apply analytics to increase team effectiveness, optimize the organizational structure, and drive process improvements
  • Apply current and emerging customer service strategies and best practices to continually improve and transform the customer experience
  • Champion and drive a culture of excellence in customer service, establishing service levels and performance standards for the team
  • Develop and implement methods to record, assess, and analyze customer feedback
  • Identify and recommend or acquire updates and expansions to technology, equipment, and policies to improve customer experience and retention
  • Engage with senior leadership and other internal stakeholders to identify the appropriate resolution to complex issues
  • Facilitate collaborate and transparent communication between various departments, including product management, quality assurance, product development, CSM and sales, to drive customer satisfaction, representing both the VOC and our employees
  • Develop dashboard and reporting to keep business stakeholders informed of key metrics
  • Coach and mentor leaders and employees for progression into the rest of the company
  • Provide day-to-day leadership, including setting performance goals and metrics, conducting regular 1:1 meetings, providing regular performance feedback, soliciting employee feedback, monitoring monthly and quarterly performance metrics, and so on
  • Manage key financial metrics and the department budget
  • Post-Covid this position will require travel approximately 25% to 40% of the time, including internationally.

    Education & Experience
    • Bachelor's degree in Business Management (or similar), preferred
    • 8+ plus years progressive experience leading customer support teams across multiple countries
    • Demonstrated experience in a global technology environment and providing technical product support
    • Proven capability to deliver transformative and automated CS tools and processes that increase customer efficiency and decreased reliance upon our people
    • Proficiency in analyzing data, identifying trends, and working across the organization to drive improvements
    • Experience with servicing complex integrated B2B applications preferred

      Personal Characteristics
      • Honest and direct, with no hidden agenda; a team player, collaborative and unselfish.
      • Ability to work in an agile, nimble, fast-paced environment, deliver against tight timelines, and work well under pressure.
      • Exceptional influencing skills, assertive without being antagonistic or alienating.
      • Professional demeanor, outstanding communication skills, and the confidence to represent the company in both formal and informal settings.
      • Highly developed problem-solving and analytical skills.
      • Desire to interface with individuals across the organization and at all levels while incorporating their feedback into recommendations.

        Competencies and leadership attributes

        Business Acumen/Strategic Thinking:

        The successful candidate must be extremely well versed in all elements of customer experience and support, and a thorough knowledge of current best practices.He/she must grasp the financial and economic drivers of the overall business and understand how that translates to the customer support needs of the company.

        Communication/Leadership Presence:

        The successful candidate must have confidence and credibility, effectively influence others,and constructively handlesensitive or emotional issues. He/she must have strong verbal and written communication skills, includingtheability to present and discuss complex information in a way that persuades others and enhances understanding.

        Leading Teams and Building Relationships:

        The successful candidate must have effective people management skills and should have ademonstrated history of attracting, developing and retaining a high-performance work team dedicated to professional excellence. He/she will have a track record of building trust across the organization and must be capable of quickly building relationships, gaining credibility, and partnering / influencing at all levels across a broad range of individuals.

        Results Orientation:

        The successful candidate will have a track record of driving initiatives to closure. He/she will get results that have a positive and direct impact on business performance and will hold him/herself and others accountable for achieving goals in line with the company's values.This individual must have a hands-on approach to the function, translate the vision of the organization into actionable and quantitative plans, and act as a key change agent in leading the organization to reach aggressive goals and milestones.

        Interpersonal Acumen:

        The successful candidate needs to uphold well-articulated core values and principles and hold others to the same standard. He/she must express their own views candidly while listening to and respecting the views of others.This individual must be savvy and pragmatic in their approach towards effecting change.

        Why DTN?

        OUR VISION: To be the independent, trusted source of insights to our customers who feed, protect, and fuel the world.

        OUR MISSION: Empower our customers with intelligent and actionable insights that exceed their expectations and enable their success on a daily basis.

        OUR VALUES: Customer Delight, Education, Teamwork, Colleague Focus, Innovation, Integrity

        We have great benefits at DTN - apply today to find out more!

        At DTN, we are an equal opportunity employer. Come join us as we help feed, fuel, and protect the world!

        ** DTN is an Equal Opportunity Employer Minorities/Women/Veterans/Disabled

Keywords: DTN, LLC, Omaha , Senior Director Global Customer Services, Hospitality & Tourism , Omaha, Nebraska

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