Head of Customer Experience

  • Customer Service
  • Scottsdale, United States

Head of Customer Experience

Job description

TrackMan is looking for a Head of Customer Experience to provide unparalleled support and guidance to our Global Customer Service Team. Together with our Head of Global Operations you will design the Customer Service strategy for TrackMan globally. You will develop and lead the teams. You will help answer our customer's questions and shape the journey from purchase to the end of the life cycle. If you're interested in working for a dynamic and fast-growing company that continues to change the way sports are played, this may be the role for you!

We are all about the first-class experience for our customers. As the manager of +10 on-site and 4 remote (based in Denmark and Asia) Customer Service Representatives, you will be the critical conduit to multiple teams and leaders. You will connect our customers to the right resources, work cross-functionally, and provide valuable first-hand feedback to the organization.

The Job:

  • Define and execute the Customer Support strategy of TrackMan
  • Acts as the operational representative for business teams to understand the voice of the customer and partner in critical process or policy changes.
  • Manage our global Customer Service Team and continuing develop the team members
  • Hire, on-board, train, and motivate
  • Partner with the Product Owners for hardware and software launches, quality, metric collection, and distribution
  • Partner with the Operations Teams, R&D, and Tier 3 Engineers to troubleshoot any customer-facing issues and collaborate for continuous improvement and technology innovation
  • Report on data to track and identify areas of improvement in service levels, analyze weekly team performance metrics, and utilize data and customer insights to report to TrackMan's Leadership Team
  • Monitor performance metrics on all forms of communication for quality control and developing improvement plans

Requirements

The Right Candidate:

  • BA/BS degree with solid results
  • Minimum 5 year of experience in customer service or a closely related field. Minimum of 2 years of supervisory experience
  • Passionate about sport and technology
  • Strong leadership skills that inspire collaboration, innovative thinking, and transparent decisions
  • Excellent written and verbal communication skills
  • Able to identify opportunities and find solutions for continuous improvement
  • Warm, friendly, patient, empathetic, conscientious, optimistic, adaptable, and enjoys working in a team
  • A positive communicator who understands when necessary how to have hard conversations
  • Experience working in a fast-paced environment with multi-tasking skills
  • Hard-working and willing to take a roll up the sleeves approach
  • Can build robust CX processes and procedures
  • Extremely organized and detail-oriented and strong quantitative skills
  • Willing to travel up to 25% of the time, and more during the on-boarding process
  • Ability to think end-to-end from both the customer and business perspective and position solutions with consideration for the impact on all relevant business operation
  • Strong leadership, influencing, and communication skills with the ability to interact and align with all organization levels, both internal and external. Strong strategic and analytical thinker with exceptional execution and problem-solving

Benefits:

  • Employer paid medical
  • Dental and vision insurance offered at your discretion
  • 401(k) with employer match
  • Flexible Spending Account

Join a powerful sports brand with a unique technology

Our proprietary technology is based on expert knowledge about radar, computer vision, data, and software engineering. Our solutions are developed by specialists who endlessly explore and challenge new technical boundaries. TrackMan’s blend of cutting-edge technology, sports, and continued growth makes our company an outstanding place to work. Our work culture is entrepreneurial, ambitious and rewarding, as you get to collaborate with inspiring colleagues and interact with the leaders of golf, baseball, and football. Based on a unique brand reputation, we are proud of working in close partnership with the top athletes, organizations, and teams that rely on our technology to stay ahead of the race.

We are a Danish company founded, owned, and managed since 2003 by three entrepreneurs with a strong passion for sports. Today, we have a global footprint with our headquarters located in Denmark (Vedbaek) and offices in New York, Phoenix, Poland, Korea and Tokyo. We are now close to 400 people worldwide, half of which work in Denmark where most hardware and software products are developed, tested, and manufactured.

Where Innovation Happens

At TrackMan, we know that great people make great products. We believe that teams thrive and innovation sparks in an atmosphere where people are encouraged to think for themselves, where everybody’s voices are heard, and where the best ideas prevail in the pursuit of an exceptional solution. This mix is what makes TrackMan an inspiring company – for our customers and our colleagues.

Share our Passion!

If you feel you have what it takes, apply today and join a company with great technologies, passionate colleagues, and great opportunities to grow.

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