VP, Customer Experience

$180,000 - $210,000/Yr

Angi - Janesville, WI

Full-time - Senior

Janesville, WI

Machinery Manufacturing

About the position

The VP of Customer Experience at ANGI Energy Systems is responsible for enhancing customer satisfaction and driving financial performance within the company. This hybrid role involves overseeing the customer service organization, including call centers, field support, and parts sales, while also leading the evolution of customer experience strategies as the company expands into new markets and product areas, such as hydrogen refueling. The position requires a focus on continuous improvement, customer success, and achieving financial objectives to support ANGI's growth.

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.
• 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.
• Drive customer experience outcomes, including parts & service revenue growth and profitability, and warranty and trailing cost reductions.
• Enhance the customer experience by decreasing the number and age of open customer tickets.
• Effectively manage customer requests and field issues while driving continuous improvement and ensuring financial commitments are met.
• Ensure effective field coverage to best support customers through direct field service presence and optimization of the service network.
• Grow and manage a revenue-generating service business with increasing profitability, including training, parts sales, and commissioning services.
• Participate in new product development projects to execute service plans for new product launches.
• Manage the warranty process to effectively service customers and drive quality improvements.

Requirements

• 10+ years of customer service and field service experience with growing responsibilities.
• Experience in team management and strategic direction setting.
• Knowledge of database software, design software, internet software, inventory software, manufacturing software, order processing systems, and word processing software.
• Willingness to relocate near Janesville, WI and travel up to 25%.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Disability insurance
• Life insurance
• Paid parental leave
• 401(k) plan with matching contributions
• Paid time off
• Sick leave
• Paid holidays