Senior Director, Customer Care

Position: Senior Director, Customer Care Reports To: VP, Strategy & Commercial Enablement Location: Milwaukee, Wisconsin - HQ Remote Type: Hybrid Position Overview: The Sr. Director, Customer Care is accountable for overseeing all aspects of Power Efficiency Solutions (PES) customer care. The role involves strategic planning and deployment to create a best-in-class customer experience. They will define and enhance the overall cross-functional customer journey to ensure a positive experience throughout all touchpoints. They will be responsible for defining and measuring key customer KPIs and developing strategies & solutions where improvements are needed. Using voice of customer (VOC) this role will be accountable for creating a differentiated service model based on customer classification to enhance the overall customer experience. PES is one of three operating segments with approximately $1.7 Billion in revenue and produces electric motors, variable speed controls, and air moving solutions which are sold in the residential heating and ventilating, water heating, commercial refrigeration, pump, leisure water, and other OEM and aftermarket products. Brands include Genteq motors, as well as Fasco, Elco, DEC Star, Leeson, motor and blowers. Key Responsibilities: Operational excellence, oversee the daily operations and provide leadership to the global customer care team (85+ associates) Drives the strategy and deployment to create a best-in-class customer experience. Define and enhance the overall cross-functional customer journey to ensure a positive experience throughout all touchpoints Defining and measuring key customer KPIs and developing strategies & solutions where improvements are needed Helps to define and deliver customer communications strategies Understands VOC and translates insights int