Director, Customer Experience

Ready to shape the future of science and global health? ATCC, a leading nonprofit biological resources and standards organization, is hiring a Director of Customer Experience. This role requires prior leadership experience to drive continuous process improvement and change management through success with technology and IT solutions during an ERP implementation. Elevating customer experience is at the heart of this role, ensuring that our customers receive exceptional service and support.

In this role, you will oversee the operational objectives of our Customer Experience function, promoting a high-performance culture, developing budgets, and planning for organizational growth. You will lead a team of 30+ employees, including 3 direct reports, operating in all US time zones, manage process improvements, and ensure compliance with local laws and regulations. Prior exposure or background in life sciences is highly preferred.

In addition to customer experience, this role oversees the team providing technical/scientific troubleshooting on product questions from ATCC customers.

This is a flexible hybrid role - 2 days/wk in either Manassas, VA or Gaithersburg, MD. Join ATCC and be part of a team that supports the global scientific community with trusted, authenticated biological materials. By improving customer satisfaction, you will directly contribute to the growth and success of ATCC, ensuring that we continue to support the global scientific community with trusted, authenticated biological materials.

Join ATCC and be part of a team that supports the global scientific community with trusted, authenticated biological materials.

#LI-Hybrid

Strategic Leadership and Customer Retention: Provide strategic direction for sales services and customer support, ensuring high-quality service delivery. Direct all facets of customer retention, including resolving customer concerns and developing a customer contact strategy.
• Creating Unparalleled Customer Experience: Create systems and an organization that makes doing business with ATCC easy and fast, providing the highest quality service in the industry. Implement and oversee customer feedback mechanisms to continuously improve our services and ensure that customer satisfaction remains at the highest level.
• Performance Management and Continuous Improvement: Establish and monitor performance metrics to ensure customer experience standards are met, taking corrective action when necessary. Lead the continuous development of the customer experience function, emphasizing product knowledge, proactive selling, and overall customer satisfaction.
• Cross-functional Collaboration and Data-Driven Decision Making: Maintain strategic ties with other business units to ensure services meet customer and operational needs. Leverage data to identify performance gaps and coordinate actions across the leadership team to deliver improved results.

• Bachelor's degree and 12 or more years' experience, including 6 or more years' supervisory experience or equivalent experience.
• Proven experience in leading and managing a customer service team, with a strong track record of driving high performance and achieving operational objectives.
• Expertise in customer retention strategies and customer relationship management (CRM), with the ability to resolve customer concerns effectively.
• Experience in establishing and monitoring performance metrics to ensure service standards are met, and implementing corrective actions when necessary.
• Demonstrated prior success leading process improvement initiatives and enhancing the overall customer experience through proactive selling and product knowledge.
• Ability to present results and strategy at the leadership level.
• Strong ability to interact with and maintain strategic relationships with other business units to ensure customer and operational needs are met.
• Proficiency in leveraging data to identify performance gaps and coordinate actions across the leadership team to deliver improved results.
• Experience in developing budgets, long-term planning, and implementing strategic policies to achieve organizational growth and future needs.
• Skilled in coaching and counseling managers and supervisors, including goal setting, personnel management, and leadership development.

The expected salary range for this position is $140,000 to $155,000 annually. Actual compensation will be determined based on experience and qualifications as well as internal equity and alignment with market data. In addition to base salary, this role may be eligible for additional incentive compensation including regular merit increases and the corporate bonus program.

We Invest in You

• Health & Wellness:
  • Comprehensive medical coverage and company paid Life Insurance, Disability Insurance & AD&D
  • Work life balance with Paid Holidays and PTO
  • Fitness and cell phone subsidies, and additional benefits such as Aflac, legal services, and pet insurance
  • Employee Assistance Program offering around-the-clock counseling
• Financial security:
  • 401(a) (6% employer contribution) and 403(b) (2% match) retirement plans
  • Exceptional career advancement opportunities, recognition, and rewards
  • Corporate bonus program
• Mission Focused:
  • Non-profit organization supporting critical life science research
  • We give scientists the tools they need to make discoveries that improve and save lives
  • Contribute to community involvement and social responsibility

Join ATCC, where we fuel your success, well-being, and development. We're a mission-focused non-profit Equal Opportunity Employer, celebrating a century of supporting global public health. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Shape the future of science with us.