Customer Experience Manager

POSITION OVERVIEW

dormakaba is seeking a Customer Experience Manager based in Indianapolis, IN. The Customer Experience Manager is responsible for providing vision and leadership for our ONE dormakaba team to ensure effective and efficient routing for dormakaba customers and supporting customer experience enhancement initiatives for the business with a focus on streamlining and automating processes and optimizing technical solutions to increase efficiency. 

HIRING RANGE: Base Salary $80,000 - $120,000 (Salary to be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data.) Please visit our career site for more information on benefits.

WHAT YOU WILL DO

• Develop, implement, and monitor key performance metrics for ONE dormakaba team; manage executive reporting and demonstrate consistent and improved service performance
• Provide recommendations to the organization on corrective measures required to improve the experience
• Foster reliable customer relationships by ensuring service and support is professional and responsive and effectively monitor all customer interactions to ensure industry-leading customer satisfaction results
• Implement changes to streamline communication methods across all dormakaba customer-facing teams to ensure customers are routed to the right team
• Build better experiences for customers and employees through effective use of technology and automation

WHAT WE REQUIRE

• 3+ years of leadership experience in a call center or service environment
• Experience with developing /maintaining performance metrics, operating, and training procedures

WHAT WE PREFER

• Bachelor’s degree in business or analytics, or equal experience
• Experience with CRM solutions and NICE contact center platform
• Proven track record of providing a high level of customer satisfaction in a large organization
• Multilingual skills with Spanish and/or French is a plus

WHAT WE OFFER

• Taking Care of our Employees on Day One with Medical, Dental, Vision, Life and Disability Insurance coverage options.  No waiting periods!
• Your health is our priority, we offer Medical Wellness Programs to aid in your well-being.
• Vacation and Personal Time Off
• We support your growing family; we provide Parental Leave for Moms and Dads!
• Wisely plan for your future with our 401k Matching plan beginning on Day One.
• Supporting your career development with our Tuition Reimbursement Program.
• Robust culture supporting internal advancement with our Learn and Grow Program.  
• Discover your best attributes using CliftonStrengths to pave the way for success at dormakaba.
• 24/7 access to over 15,000 LinkedIn Learning courses to assist in your professional development and to expand on your individual interests.
• Employee Assistance Programs
• Voluntary Legal Insurance
• Unlimited Referral Reward Bonuses
• Corporate Discounts for shopping, travel and more!

WHY JOIN DORMAKABA?

We are at the heart of every place that matters. As a leading global provider in the access solutions market for schools, banks, airports, hospitals, and hotels, we enable seamless movement within secure, safe, and sustainable places. Our work is IMPORTANT. YOU are important.  We provide our people with the tools to shape their careers for growth. With around 16,000 employees worldwide, EVERY team member contributes to our mission and can make a positive difference. By working as one global team, we continue Growing the Business, Growing Together, and Growing Ourselves. Build your career with us!

Learn why our employees enjoy working for dormakaba: dormakaba Testimonials

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