Senior Director, Customer Service

Let’s Grow Together

Our mission is to live our “at your side” promise and simplify and enrich the lives of our customers, employees, and communities. “At your side” is more than a slogan to us; it’s the purpose we do our best to fulfill every day. With a legacy spanning over a century, this is a great place to launch or expand any career and push the boundaries of what comes next. We’re committed to achieving shared success, and we provide opportunities for you to develop through experience, exposure and education. Our people have always leveraged their unique perspectives to keep us on the right track for a lasting future. If you want to innovate, learn, and grow with a global leader that builds products, services, and a company people love, then we’ll be “at your side” every step of the way.

The Senior Director, Customer Service is responsible for defining and building the future of Brother’s service operations across the Americas. In addition to driving quality and efficiency in current operations, this leader works to transform the team from being a troubleshooting group into being a strategic customer care team within Brother’s Customer Experience Center (CXC), generating significant contributions to customer experience, loyalty, and sales. Acting as a visionary leader for customer service, this role develops a clear future vision, timeline, and strategic plan of action for what customer service in the Americas should truly look like — establishing a unified, best-in-class service model across domestic operations as well as several subsidiaries in North & South America.

This position leads both on-shore and off-shore support services teams, drives the direction and growth of Brother’s support portfolio, and implements new tactics, processes, and technologies to create Brother’s “customer service of the future.”

The Senior Director’s responsibilities fall into three important categories – CS Operational Excellence (today), CS Strategic Ownership (transformational), and Departmental & Executive Leadership.

Brother’s Customer Experience Center (CXC) is a shared marketing resource department, whose mission is: “We provide Brother prospects and customers with an easy and engaging, “at-your-side” experience, making them passionate, valuable fans for life”. The CXC serves all of Brother’s business units, helping to maximize long-term sales results.

WHAT YOU’LL DO

Customer Service Operational Excellence [day-to-day]

• Utilize analytics, experience, and sound judgment to create the optimal blend of expense, answer rates and customer satisfaction
• Manage the complex Customer Service budget
• Produce budget and performance reports and propose / implement adjustments based on trends
• Own and manage the best eco-system of Customer Service enablement tools and SaaS, negotiating agreements, and implementing training / adoption efforts
• Oversee and direct all onshore and nearshore contact center operations (performance measurement, agent training, quality monitoring, invoice management, solutions creation, support video production, etc.)

Customer Service Strategic Ownership [transformational]

• Set aggressive long-term goals for Customer Service around support quality, delivery efficiency, and other key metrics
• Build transformative, multi-year strategic plans to deliver against those goals
• Scope, secure executive approval for, and deploy a comprehensive regional strategy for “Customer Service in the Americas,” tailored to the varying maturity levels of each subsidiary across North America & South America.
• Establish a unified vision, timeline, and roadmap for creating a future-forward service model that meets the unique needs of each market, ensuring consistent, high-quality customer experiences across the Americas
• Ensure strategic plans are achieved through effective management of resources, staff, and stakeholders
• Identify, analyze, and deploy applicable new enabling technologies such as chatbot, AI, etc.
• Implement improvements in overall customer experience, including loyalty and engagement tactics, with the goal of increasing the number of “golden” customers, and driving business results
• Methodically create the best organizational structure, hiring and developing talent as needed, and utilizing outside resources, to enhance Customer Service results

Departmental and Corporate / Executive Leadership

• Provide transparent, insightful analytical reporting to CXC and Company leadership teams
• Develop contact center policies, procedures, and standards
• Collaborate and participate as key member of various working groups (social, AI, web, etc.)
• Lead Customer Service — and support departmental — strategy, culture, and excellence efforts

ABOUT OUR IDEAL CANDIDATE

Education

• Bachelor’s Degree (or equivalent experience)

12+ Years of Experience Spanning:

• Executive leadership experience in a fast-paced technical environment
• Extensive experience managing on-shore and off-shore customer support teams
• Experience in developing strategic improvements of customer service operations to improve alignment, efficiency, and value
• Experience with budgeting, project management, and leading large teams

Software/Technical Skills

• Customer service platforms (currently Oracle Service Cloud)
• Enterprise management platforms (currently S4, Hyperion)
• Phone system software (currently Five9) and voice technology

Other Skills, Knowledge, & Abilities

• Advanced knowledge of contact center service industry best practice methodologies
• Advanced business and analytical acumen
• Ability to effectively lead, coach, and develop cross-functional teams
• Exceptional interpersonal skills to effectively build relationships with all levels of the organization, and procure needed support and approvals
• Excellent written and verbal communication skills
• Excellent analytical and financial abilities

ADDITIONAL DETAILS FOR THIS ROLE

This role will be a hybrid role. Subject to business needs, employees may work remotely up to two days per week. Assigned office days will be determined by managers. #LI-Hybrid

• The salary (or hiring) range for this position is $175,000 – $210,000 per year
• Starting salary to be determined by the education, experience, knowledge, skills and abilities of the applicant, internal equity, location, and alignment with market data
• This position is eligible to participate in the relevant Brother variable pay incentive plan(s). Applicable bonus awards are discretionary and contingent upon 1) achievement of your individual objectives and 2) Brother achieving its corporate and business-level objectives
• Benefits include, but are not limited to, healthcare and wellness coverage, life and disability insurance, 401K, tuition reimbursement, and Paid Time Off. Details are available at https://mybenefits.nfp.com/Brother/2024/guidebook/

WHAT WE OFFER OUR EMPLOYEES

At Brother USA, we believe in investing in our employees and providing them with an environment that fosters growth, creativity, and a healthy work-life balance. Here are some of the benefits of working with us:

• Competitive Compensation: We offer a competitive salary and bonus program to reward your hard work and dedication
• Comprehensive Benefits: Our benefits package includes health, dental, and vision insurance, as well as a 401(k) plan with company match
• Professional Development: We’re committed to helping you grow in your career with opportunities for training and development
• Work-Life Balance: We support your well-being with flexible work arrangements and a focus on work-life balance
• Employee Engagement: Join a team that values your contributions and celebrates success together

Learn more about our benefits: https://careers.brother-usa.com/benefits

Learn more about life at Brother: https://careers.brother-usa.com/lifeatbrother

Brother International Corporation has earned its reputation as a premier provider of home office and business products, home appliances for the sewing and crafting enthusiast as well as industrial solutions that revolutionize the way we live and work. Brother International Corporation is a wholly-owned subsidiary of Brother Industries Ltd. With worldwide sales exceeding $6 billion, this global manufacturer was started more than 100 years ago. Bridgewater, New Jersey is the corporate headquarters for Brother in the Americas. It has fully integrated sales, marketing services, manufacturing, research and development capabilities located in the U.S. In addition to its headquarters, Brother has facilities in California, Illinois and Tennessee, as well as subsidiaries in Canada, Brazil, Chile, Argentina, Peru and Mexico. For more information, visit [2]www.brother.com.

Brother International Corporation (“Brother”) is an equal opportunity employer and does not discriminate or make employment decisions on the basis of race, color, religion, sex, disability, or any other characteristic protected by applicable state or federal laws. If you require any physical or other assistance in completing this application or any other aspect of the application or interview process, a reasonable accommodation will be made upon request.

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