Director of TQM (Customer Service)

Duties and Responsibilities

? Develop effective analytics and report/track regularly the progress, milestones, savings, and other key aspects of projects and service delivery failures or customer concerns
? Facilitate employee team meetings to build cohesiveness and improve project team results
? Develop service recovery plans and policies when defects occur
? Structure the training and development and measure the performance of the organization
? Coordinate with third party survey vendors and develop appropriate action plans based on findings
? Set performance standards to meet service goals and coach the organization leadership team in order to achieve high performance
? Execute multiple site and business wide projects/programs concurrently
? Partner with others to develop and manage incentive programs

Requirements

? Bachelor?s degree or equivalent experience; Master?s degree preferred
? Minimum 5-8 years leading and managing the development, implementation and execution of a customer service department in a Business to Business environment and a Business to Customer environment
? Experience with total quality management process (TQM) required
? Minimum 3-5 years management experience
? Knowledge and experience with MS Project, Visio, MS Office
? Preferred certifications: CCSP, CRM, or Six Sigma (greenbelt minimum)
? Experience with both public and small entrepreneurial privately-held companies working with all levels of the organization to improve customer service
? 25% travel required

 

POSITION WOULD INCLUDE RELOCATION ALLOWANCE TO THE WEST COAST.

PLEASE EMAIL RESUME AND SALARY HISTORY!!!