Director of Customer Support

<p><strong>We want more movers and shakers, dreamers and doers, thinkers and tinker-ers. We want more people who are excited by their work and passionate about their communities. We want people who are ready to Build Something Amazing.</strong></p> <p><em><strong>"At La-Z-Boy we're dedicated to home... because home is what really matters and what will always matter. At the end of even the longest days, home is where we find ourselves."</strong></em><strong><em><br /><a href="" target="_blank" rel="noopener noreferrer">Watch the full experience here.</a> </em></strong></p>

Monroe, Michigan

La-Z-Boy Corporate

<p><strong>Not many companies can say that they are both a household brand and one of the most innovative organizations in their industry. La-Z-Boy can. Ninety years after our first recliner, we&rsquo;re still re-inventing the industry.</strong></p> <p><strong>We want more movers and shakers, dreamers and doers, thinkers and tinker-ers. We want more people who are excited by their work and passionate about their communities. Our people are what drives us forward. We want people who are ready to Build Something Amazing.</strong></p>

keywords: manage,develop,continuous improvement,analysis,provide,leadership,values,training,strategy,budget,experience,communication,core attributes,degree,talent acquisition,travel



Overview: Responsible for managing all aspects of post-delivery customer experience for both wholesale and retail customers. This role will develop, guide and influence the overall intentional customer experience for La-Z-Boy. Additionally this role will be responsible for leading major strategic initiatives including driving change through cross functional teams while continually striving to meet the critical needs of our customers and elevating the quality and impact of our contact center and field services programs.<br /><br /><strong><br /><br /></strong>
Responsibilities: <ul> <li>Manage and lead continuous improvement efforts in a professional contact center and field service organization that provides a high level of support to our consumers, retail stores, independent dealers and internal customers.</li> <li>Leads major strategic initiatives including the preparations of strategy and vision that articulates the end state and business case for the initiative while driving alignment and consensus to the strategy across departments and senior leaders.</li> <li>Manage and lead continuous improvement efforts for an internal warranty program including financial performance responsibilities, revenue improvement and expense reduction.</li> <li>Lead the continuous effort to provide the systems, and support of the systems, necessary for Customer Support in a complex multi-channel organization including independent dealers, retails stores, wholesale and retail customers and consumers.</li> <li>Manage data gathering activities including data capture, analysis, reports, budget, tracking and accountability necessary to support the management and improvements of customer support.</li> <li>Provide data to internal partners to work collaboratively on quality improvement in both product and in-home delivery experience along with Research and Development initiatives.</li> <li>Evaluate other competitive practices and provide, develop plans for process improvement within the organization. Develop, implement and document the processes, systems and structure to achieve consistency and execution excellence within our customer care organization.</li> <li>Sets the highest standards for our customer experience in all aspect of our business by setting expectations of excellence in all training, services and programs</li> <li>Ambassador and role model of iC4 values in all interactions ensuring the Comfort Care network promotes the positive attitude, confidence in leadership and teamwork required to achieve business results</li> <li>Foster collaboration and working relationships across La-Z-Boy business units and wholesale partners. Participates in cross functional communication and teams for issue resolution and improved customer experience.</li> <li>Communicates plans and progress of critical initiatives. Conducts critical ad-hoc analysis as needed to support decision making and provide insight to key business decisions.</li> </ul> <br /><strong>SCOPE &amp; IMPACT: </strong><br />This position is responsible for managing all aspects of the post-delivery customer experience in a multi-channel environment including B2B and B2C with both wholesale and retail customers. This role may have up to six (6) direct reports and indirect responsibility for over 200 employees. Position has financial accountability for an annual operating budget of over $30M annually.<br />
Requirements: <ul> <li>Bachelor&rsquo;s Degree in Business, Supply Chain or related field, with 10+ years of related experience or equivalent.</li> <li>10+ years supervisory/leadership experience including full P&amp;L responsibility</li> <li>Demonstrated capability in handling highly complex analytical problems</li> <li>Experience leading major projects within a corporation</li> <li>Excellent written and verbal communication skills</li> <li>Up to 30% Travel.</li> </ul> <br /><strong>PREFERRED REQUIREMENTS: </strong><br /> <ul> <li>Process experience with certification preferred such as Six Sigma, TQM, ISO, etc.</li> <li>Customer experience expertise including customer support modeling; survey techniques, etc.</li> <li>MBA-Supply Chain or related field</li> <li>Broad supply chain background with experience in multiple disciplines including Distribution, Warehousing and Manufacturing</li> </ul> <strong>SUPERVISORY RESPONSIBILITIES:</strong> Responsible for directing leaders with functional area responsibilities and to undertake the following employment actions: hiring, termination, corrective action and performance reviews.<br /><br /><strong>PHYSICAL DEMANDS/WORK ENVIRONMENT:</strong><br />Office environment / no specific or unusual physical or environmental demands.<br /> <br /><strong>CORE ATTRIBUTES:</strong><br /> <ul> <li>Communicate Transparently</li> <li>Lead the Team</li> <li>Impact and Influence</li> <li>Deliver Results</li> <li>Coach and Develop</li> </ul> <strong>OTHER DUTIES: </strong> Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the incumbent for this job. Duties, responsibilities and activities may change at any time with or without notice. <div class="jv-job-detail-description">&nbsp;</div>