Director Order Support

We use technology to solve problems in spaces, light, and more things to come… for our customers, our communities, and our planet. 
 
Acuity Brands, Inc. (NYSE: AYI) is a market-leading industrial technology company. We use technology to solve problems in spaces, light, and more things to come. Through our two business segments, Acuity Brands Lighting and Lighting Controls (ABL) and the Intelligent Spaces Group (ISG), we design, manufacture, and bring to market products and services that make a valuable difference in people’s lives.  
 
We are positioned at the intersection of sustainability and technology. Our businesses develop technology that helps save our customers energy and reduce their carbon emissions. We achieve growth through the development of innovative new products and services, including lighting, lighting controls, building management solutions, and location-aware applications. 

Job Summary

As Director of Order Support, you are accountable for the execution of the transformation of how ABL supports our customers and serves their needs. Whether it’s a request to expedite an order, a technical support issue relating to our applications, product support from one or more of our product teams or assistance with a warranty return, you are here to aid in defining, implementing, and executing an industry leading comprehensive approach to customer support. You will learn and teach others everything there is to know about our products, processes and supporting applications with the intention of helping our customers succeed. You will set the example for how to dig in to troubleshoot issues, solve problems outside our domain, and actively listen to customers to determine what they really need. You will be a key driver in mobilizing all support teams to work collaboratively to achieve our stated CX goal to “Increase the industry service level”. Your success unlocks capacity within our CX, Product, and Sales leadership unit that in turn, leads to further commercial success. You will construct exceptional relationships with all our customers through the generation of positive order experiences. You will lead with empathy and understanding first. 

What you will do:

• Customer Support
  • You will manage a team of customer support managers and associates tasked with exceeding the order management expectations of our agencies and customers
  • Establish, in coordination with Operations and your peers, KPI’s that drive our stated goal to increase the industry service level  
  • Continuously lead the evolution of processes, structure, skills, and abilities of the customer support team ensuring that everyone presents a common, expectation exceeding, experience to our customers
  • Ensure those within your organization, and anyone who needs, are supported with training and resources to sustainably serve our customers while growing their respective careers
  • Provide technical guidance internally and externally

• Customers and Agents
  • Prepare and present regular updates to internal & external customers on the transformation efforts of the CX organization
  • Meet customers, particularly the largest customers, to establish customer experience presence and to receive customer feedback for improvements on service and the overall customer experience
  • Develop relationships with customers outside the context of a problem and ensure they know who is accountable when things are not going according to plan

• Internal
  • Lead our internal partners and support teams to drive our transformational efforts and achieve ABL’s goal to “increase the industry service level”
  • Embody a customer obsessed and curiosity filled culture and infuse into the business
  • Develop relationships outside the context of a problem
  • Re-Establish the internal Customer Support reputation to ensure everyone knows “we’ll take care of it”
  • Take burden off those internally that should not be carrying it 

What we are looking for in you:

• Naturally empathetic. The ability to step into someone else’s shoes and walk a few miles can make all the difference between someone who is successful in this position and someone who