Director, Customer Experience

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September 17

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Transcat

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Science • Healthcare Insurance • Manufacturing

Transcat is an industry leader in providing fast, quality, and accredited calibration services, with laboratory locations across North America. They offer a comprehensive range of test and measurement equipment, both new and refurbished, along with calibration and validation services that ensure instruments are ready for immediate use. Transcat is recognized for their commitment to quality and customer trust, serving various sectors including life sciences, manufacturing, and government.

501 - 1000 employees

🔬 Science

⚕️ Healthcare Insurance

📋 Description

• Design, lead, and optimize all aspects of the customer journey • Direct oversight of Customer Service Representatives, onsite service scheduling, recalibration process, and TMS partnerships • Ensure seamless service delivery, operational efficiency, and consistent high-quality customer experience • Use data-driven insights to continuously improve the customer experience • Work cross-functionally with sales, operations, marketing, HR, data management, and leadership • Build scalable customer-centric culture to drive growth through improved satisfaction, loyalty, and retention • Create and implement customer service strategies, policies, and processes • Monitor and analyze customer satisfaction data and KPIs • Partner with Regional Sales team management and Data Management team • Develop, track, and roll out meaningful KPIs and dashboards • Report on performance trends and improvements to senior leadership • Lead, coach, and develop Customer Service team and Administrative Support Team • Establish clear ownership for onsite scheduling, recalibration workflows, and TMS partner management • Conduct employee performance reviews and foster customer-first culture • Serve as the voice of the customer and oversee customer scheduling and retention • Own the service notification process and partner with Regional Service Managers to address field challenges

🎯 Requirements

• Proven leadership and people management skills • Skilled in KPI development, tracking, and data analysis • Strong ability to use data and sound judgment to devise solutions • Customer-first mindset with proven ability to enhance the customer journey • Strategic thinking and visioning • Exceptional oral and written communication and stakeholder management skills • Bachelor’s degree in Business Administration, Operations, or related field (Master’s degree preferred) • 8+ years of experience in customer service, operations, or service delivery management • At least 3 years in a leadership role • Proven track record in process ownership, operational optimization and scalability • Demonstrated ability to own and optimize customer service processes, including scheduling, call responsiveness, and third-party service management • Experience partnering cross-functionally with sales, operations, marketing, human resources, and data teams • Proficiency with CRM systems, scheduling tools, and customer service platforms

🏖️ Benefits

• Competitive salary and incentive package for sales professionals • Comprehensive benefits package, including health and dental insurance • Profit sharing plan • 401K • Stock purchase plan • Enhanced insurances • Paid time off (PTO) • Flexibility • Training and development • Tuition reimbursement