Director, Customer Experience-Residential Product Support

Creating Peace of Mind by Pioneering Safety and Security

At Allegion, we help keep the people you know and love safe and secure where they live, work and visit. With more than 30 brands, 12,000+ employees globally and products sold in 130 countries, we specialize in security around the doorway and beyond. Additionally, in 2024 we were awarded the Gallup Exceptional Workplace Award, which recognizes the most engaged workplace cultures in the world.

Director of Customer Experience – Residential Product Support-Remote Indiana-Remote Kansas-Remote Missouri

Job Summary: We are seeking a highly skilled and experienced Director of Customer Experience with a strong focus on consumer loyalty. As the Director of Customer Experience, you will be responsible for leading and managing our customer support team to build and maintain strong relationships with our consumers, ensuring their long-term satisfaction and loyalty. Your primary focus will be on developing strategies and programs to enhance the overall customer experience, driving customer loyalty and retention.  In addition to investing in training and developing the existing staff, you will also focus on developing and implementing strategies to enhance the overall customer experience through the use of AI, self-service tools, and other innovative technologies.

What You Will Do:

• Lead and manage a team of consumer support specialists, providing guidance, training, and resources to deliver exceptional customer support utilizing technology solutions.

• Foster a customer-centric culture within the team, emphasizing the importance of technology and self-service tools to improve the customer experience.

• Set performance goals and monitor key performance metrics to evaluate the effectiveness of the consumer support team.

• Collaborate with cross-functional teams, including IT and product development, to identify and implement technology solutions that enhance consumer support and self-service capabilities.

• Stay updated on industry trends and best practices in consumer support, AI, self-service, and other relevant technologies, implementing relevant improvements to enhance consumer satisfaction.

• Develop and streamline processes and procedures to improve overall efficiency and effectiveness of support operations through technology implementation.

• Handle escalated consumer inquiries and complaints, ensuring timely and satisfactory resolution.

• Prepare regular reports on consumer support activities, loyalty metrics, technology implementation progress, and performance for management review.

• Adopt change quickly; Be a champion of change and proactively identify opportunities and initiate processes to support change effort.

• Ensure employee engagement and support in business initiatives, strategy and overall direction.

• Develop and manage relationships with other Allegion functional leaders to deliver on corporate strategies and initiatives.

• Develop a leadership culture by challenging the team to think with an enterprise perspective, generate innovative ideas to enhance the customer experience and build the organization.  

What You Need to Succeed:

• Bachelor's degree in business administration, information technology, or a related field.

• 5+ years of proven experience in a leadership role within a customer support industry, with a focus on driving improvements through people development & technology implementation.

• Strong understanding of customer behavior and the ability to leverage technology to enhance the customer experience and build brand loyalty.

• Excellent communication and interpersonal skills, with the ability to effectively communicate complex technical concepts to non-technical individuals.

• Strong problem-solving and decision-making abilities, with a focus on finding innovative technology solutions to enhance customer loyalty.

• Proficient in using customer support software, AI tools, and self-service technologies to manage and track consumer interactions.

• Experience with implementing AI-driven chatbots, knowledge bases, and self-service platforms is highly desired.

• Ability to work in a fast-paced environment and handle multiple priorities simultaneously.

• Demonstrated leadership skills, with the ability to inspire and motivate a team to achieve exceptional results.

• Familiarity with CRM systems, customer support technologies, and integration of AI solutions is a plus.

If you have a proven track record of leading successful customer support teams with a focus on driving customer satisfaction, leveraging technology, AI, and self-service so