Director of Customer Experience
Green Bay, WI
Baycom is the leading provider of mission-critical voice, mobile data and video solutions to public safety (e.g. fire, police, EMS, etc.) and commercial (e.g. manufacturing, education, transportation, construction, utilities, etc.) clients throughout Wisconsin and the Midwest.
Baycom is 100% employee-owned and an affiliate of OwnersEdge, an ESOP (Employee Stock Ownership Plan) holding company that strives to invest in and build sustainable companies across the Midwest. Baycom and the other affiliate businesses within the portfolio utilize their industry experience to drive profitable growth and create value for stakeholders including customers, communities and our ESOP employee owners.
To support our continued growth, we have created an excellent opportunity for an individual to join the Baycom team as a Director of Customer Experience.
We are…
Growing – And that’s not an accident. We are now one of the 10 largest Motorola dealers and one of the 5 largest Panasonic dealers in North America. The breadth of our product and service portfolio across voice, mobile data, and video continues to create a competitive advantage for Baycom which is driving 11% – 15% annual growth.
Employee-Owners – At the heart of our success is the unique dedication of each employee. As employee owners in a 100% employee-owned company, we deliver an outstanding customer experience and believe that our value results from enriching our customers’ success. We hire the best and brightest, with great opportunities for growth and advancement.
Award Winning – It’s no secret that we like to win and have fun in the process as we are a Master Mettle Future 50 Award recipient, were named 2017 Top Business in Waukesha and were recognized as the 2014 Wisconsin ESOP of the Year.
You can contribute and have an impact by…
- Providing direction and leadership for all aspects of operations planning – coaching, counseling and training team to improve individual skills.
- Being responsible for customer satisfaction on all accounts, including leading internal team. Coordinating closely with leaders across the organization.
- Owning the overall execution of contracts – estimated cost vs. actual cost; planning and scheduling service work in conjunction with Engineering Team.
- Developing and implementing operations strategies that improve execution and provide additional value to customers in a cost-effective manner.
- Proactively communicating with and seeking feedback from all customers. Seek to continuously improve customer satisfaction.
- Driving collaboration between regions and divisions and ensure that best practices are implemented and shared across locations. Lead and assist with continuous growth year after year, through innovative solutions delivered in a repeatable, scalable and cost-effective manner.
- Directly supervising and leading team in a manner that maintains morale, skills proficiency and productivity. Assisting with recruiting and hiring team members as required.
Qualifications & experience you bring…
- A Bachelor’s degree in Business or related field or equivalent experience
- Minimum of eight years of previous experience in Project Management and Customer Service Leadership
- Previous leadership experience
- Excellent management skills related to Project Management and Customer Service
- Strong customer focus – maintaining awareness of and seeking to meet of the needs and wants of the customer
- Excellent communication skills both oral and written
- Strong leadership skills – actively seeking ways in which to act as a role model to guide, develop and mentor others within the team
- High degree of initiative – engaging in proactive behavior and looking for new project opportunities
- Highly adaptable – responding effectively to changes in situation or information
BAYCOM is 100% Employee Owned
We are an Equal Opportunity/Affirmative Action Employer
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