Global Director, Customer Experience

Description

• With robust experience in Quality, specifically transaction monitoring
• Collaborate with senior management and staff to develop strategic plans; coordinate with other departments to establish open communications systems that ensure information is mutually shared to achieve optimal results
• Develop and retain team of quality leaders, providing coaching and development opportunities that continuously build and expand both the individual and the team capabilities and bench strength
• Drive continuous improvements and quality performance of metrics such as quality, customer experience, NPS, etc.
• Select, train, develop, and manage performance of direct reports in area of specialty; and mentoring, coordinating, planning, and providing direction for work group(s) in accordance with the organization's policies and applicable legal requirements
• Manage department resources and provide leadership to ensure that produc...