Senior Director, Customer Service

Company Description

Fortune Brands Innovations, Inc. is an industry-leading innovation company focused on creating smarter, safer and more beautiful homes and improving lives. Our driving purpose is that we elevate every life by transforming spaces into havens. We believe our work and our brands can have incredibly positive impacts for not just our business and shareholders, but for people and the planet, too. When you join Fortune Brands, you become part of a high-performing team who are empowered to think big, learn fast and make bold decisions. We support an inclusive and diverse culture where everyone is encouraged and empowered to be their authentic selves, and where our differences and unique perspectives are a key strength. Explore life at Fortune Brands here

Job Description

The Senior Director of Customer Service will play an integral role in shaping and executing our customer service strategy to deliver best-in-class support and enhance customer satisfaction across Fortune Brands Innovations. This position will be responsible for leading and developing a team of Customer Service Managers throughout North America, optimizing service processes, and implementing initiatives to drive continuous improvement and operational excellence. This is a highly visible and strategic role that regularly provides insights to executive leadership.

Position Location: This position is eligible for a hybrid schedule. This position requires in office presence Tues-Thurs, with the option to work remotely on Monday & Friday. 

RESPONSIBILITIES:

• Lead the customer service business to business organization for Fortune Brands Innovations. 
• Develop and execute a comprehensive customer service strategy aligned with FBIN’s business objectives, customer needs, and industry best practices.
• Lead and mentor a team of customer service managers, supervisors, and representatives, providing guidance, coaching, and support to drive performance and achieve service excellence.
• Define and monitor key performance indicators (KPIs) and metrics to assess and drive improvements to customer service performance, including response times, average handle times, error rates, transactions per hour, resolution rates, and customer satisfaction scores.
• Collaborate with cross-functional teams, including sales, marketing, pricing, operations, and IT, to ensure alignment of customer service initiatives with business goals and priorities.
• Implement customer service technologies and tools to enhance efficiency and effectiveness, such as Esker Cloud, customer portals EDI, and Lessonly.
• Develop and maintain customer service policies, procedures, and standards to ensure consistency, quality, and compliance with regulatory requirements and company policies.
• Lead the resolution of escalated customer issues, working closely with internal stakeholders to address root causes and implement corrective actions to prevent recurrence.
• Champion a customer-centric culture within the organization, emphasizing the importance of customer satisfaction, loyalty, and retention across all levels and departments.
• Stay abreast of industry trends, emerging technologies, and best practices in customer service, and recommend innovative solutions to enhance service delivery, customer experience and employee training standards.
• Prepare and present regular reports and updates on customer service performance, trends, and initiatives to senior leadership and key stakeholders.

Qualifications

• Bachelor's degree in Business Administration, Marketing, or related field; Master’s degree preferred.
• Minimum of 10 years of experience in customer service leadership roles.
• Strong understanding of customer service principles, practices, and technologies, with experience in implementing customer service strategies and initiatives.
• Excellent leadership and people management skills, with the ability to inspire, motivate, and develop a diverse team of customer service professionals.
• Analytical mindset, with the ability to analyze data, identify trends, and make data-driven decisions to improve service performance and customer experience.
• Exceptional communication, interpersonal, and conflict resolution skills, with the ability to build relationships and collaborate effectively across all levels of the organization.
• Strategic thinker with a results-oriented approach, capable of developing and executing customer service strategies that drive business growth and competitive advantage.
• Experience working in a fast-paced, dynamic environment, with the ability to manage multiple priorities and projects simultaneously.
• Passion for delivering exceptional customer service a