Associate Director, Customer Service and Delivery Assurance

Carrier Global Corporation, a global leader in intelligent climate and energy solutions is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do.

About this role:

The Associate Director, Customer Service and Delivery Assurance is a strategic leadership role responsible for overseeing and enhancing the customer service operations and ensuring the excellence of service delivery. This position requires a dynamic leader who can drive overall continuous improvement to optimize customer satisfaction, manage teams, and ensure timely and effective communications of key project milestones.

Key Responsibilities:

• Customer Service Strategy: Develop and implement strategies to improve customer service operations, aiming to exceed customer expectations and achieve high levels of customer satisfaction.
• Team Leadership: Lead, mentor, and develop a team of customer service representatives and delivery assurance professionals, fostering a customer-centric culture and promoting continuous improvement.
• Performance Metrics: Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer service and delivery processes, and implement corrective actions as needed.
• Process Improvement: Identify and implement process improvements to streamline operations, enhance efficiency, and reduce workload while maintaining high-quality standards.
• Customer Feedback: Collect, analyze, and act on customer feedback to drive service improvements and innovation.
• Collaboration: Work closely with other departments, such as Sales, Marketing, Product Development, Operations & Engineering to ensure a seamless customer experience and address any service-related issues promptly.
• Reporting: Prepare and present regular reports on customer service and delivery assurance performance to senior management.

Required Qualifications:

• Bachelor's degree
• 7 + years of experience in customer service or delivery management
• 3 + years of experience in a leadership role.

Preferred Qualifications:

• Strong leadership and team management skills.
• Excellent communication and interpersonal abilities.
• Strategic thinking and problem-solving skills, focus on continuous improvement.
• Proficiency in customer service software and tools.
• Ability to analyze data and metrics to drive decision-making.
• Attributes:
• Customer-focused mindset with a passion for delivering exceptional service.
• Ability to work effectively in a fast-paced, dynamic environment.
• Strong organizational and multitasking abilities.
• Proactive and results-oriented approach.

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