VP, Customer Experience - Hybrid

About the position

The VP of Customer Experience at ANGI is responsible for enhancing customer satisfaction and driving financial performance within the alternative fuels market. This role involves overseeing the customer service organization, including call centers and field support, while leading the evolution of customer experience strategies as the company expands into new geographies and product areas. The position requires a focus on continuous improvement, customer success, and the development of a world-class team to support ANGI's growth objectives.

Responsibilities

• Build, develop and lead an engaged world-class team with succession and capacity to export into other ANGI, Gilbarco and Vontier roles.
• Inspire customer success by creating and driving the customer experience strategy for the evolution into new geographies and products.
• Create the organizational design and identify gaps and plans to fill, channel partner selection, in-market service strategies, and impact to optimal organization/team structure.
• Establish short term and long-range objectives, plans and policies to ensure ANGI's customers are cared for in a manner that maintains and grows ANGI's competitive advantage in the marketplace.
• Drive customer experience outcomes, including parts & service revenue growth and profitability, warranty and trailing cost reductions, and enhancing customer experience by decreasing the number and age of open customer tickets.
• Effectively manage customer requests and field issues, balancing industry-leading support with financial commitments.
• Evaluate and identify opportunities to improve quality of service while reducing the cost of service delivery.
• Ensure effective field coverage to best support customers through direct field service presence and optimization of the channel/ASC service network.
• Manage third party service providers and grow a revenue-generating service business with increasing profitability.
• Participate in new product development projects to execute service plans for new product launches.
• Manage the warranty process to effectively service customers, minimize costs, and drive quality improvements.

Requirements

• 10+ years of customer service and field service experience with growing responsibilities.
• Team-management and strategic direction setting experience.
• Knowledge of Database software, Design software, Internet software, Inventory software, Manufacturing software, Order Processing systems, and Word Processing software.
• Located or willing to relocate near Janesville, WI and willing to travel up to 25%.

Benefits

• 401(k) matching
• Dental insurance
• Disability insurance
• Health insurance
• Life insurance
• Paid holidays
• Paid parental leave