customer experience director

Dammam Airports | مطارات الدمام

<div>
 <p>
  <strong>
   Job Purpose
  </strong>
 </p>
 <p>
  Lead and develop initiatives that enhance the overall passenger experience, airport ranking, passenger satisfaction, resolving journey pain-points and complaints. Drawing on the industry&rsquo;s best practices based on research and results analysis, foster a culture of customer-centricity, Dammam Airports Company brand advocacy.
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  <strong>
   Position Accountability Description
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   Strategic Leadership
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 </p>
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  <li>
   Develop and lead the implementation of a comprehensive customer experience strategy for Dammam Airports Company, ensuring alignment with organizational goals and strategic objectives.
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   Drive initiatives to optimize the lifecycle management of customer interactions, enhancing operational efficiency and supporting Dammam Airports Company long-term objectives.
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   Establish key performance indicators (KPIs) to monitor and evaluate the effectiveness of customer experience practices, ensuring continuous improvement and alignment with Dammam Airports Company strategic goals.
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 </ol>
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  <strong>
   Operational Excellence
  </strong>
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   Develop passengers&rsquo; personas through research &amp; data collection of demographics, travel behaviors and travel purposes. And work on continuous refinement of profiles based on data collected to adapt to new travelers needs.
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   Identify all the touchpoints that passengers encounter with Dammam Airports starting from &ldquo;homes&rdquo; to map journeys and identify improvements areas and introduce innovative solutions based on best practices or digital integration.
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   Utilize passengers feedback, surveys results and analytics to gain insights into trends, customers&rsquo; needs and preferences, making informed decisions that enhance the overall experience.
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   Direct the analysis of passenger experience reports from external entities such as GACA, SKYTRAX, ACI and the Tourism Authority, ensuring actionable insights are derived and implemented to achieve Dammam Airports KPIs at National and International programs.
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   Ensure the continuity of Dammam Airports membership, the continuity to participate at Voice of Customers programs, such as surveys and customer experience accreditation or any future programs related to enhancing passengers&rsquo; experience.
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   Ensure effective handling and timely resolution of complaints received through various channels, including the GACA portal, digital channels, and social media, by coordinating with the concerned departments and airports.
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   Monitor the progress of complaint resolutions, ensuring timely and effective solutions are implemented and complaints are officially closed upon thorough verification.
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   Guide the categorization and organization of feedback from passenger experience reports by function (e.g., maintenance, operations), ensuring targeted actions are taken.
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   Ensure the provision of actionable insights and recommendations to address paint points, coordinating with responsible departments to implement corrective actions.
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   Evaluate audit visit observations and notes, organizing them by function and ensuring comprehensive action plans are developed and executed.
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   Oversee the monitoring and implementation of GACA&rsquo;s program requirements which includes SQS, Customer Satisfaction, Customers Complaints and GACA&rsquo;s observation. ensuring accuracy and comprehensive analysis of all targets and KPIs.
  </li>
 </ol>
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  <strong>
   Stakeholder Management
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   Develop and nurture partnerships with key stakeholders, including internal departments, external agencies, and service providers, to enhance customer experience and service delivery.
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   Collaborate with vendors and service providers to negotiate contracts and secure optimal solutions for customer experience needs, driving continuous improvement and alignment with business objectives.
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   Ensure the alignment of customer experience initiatives with organizational goals and regulatory requirements, including compliance with industry standards.
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 </p>
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   Team Leadership and Development
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   Lead, mentor, and develop a high-performing customer experience team, fostering a culture of excellence, accountability, and continuous improvement.
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   Set clear performance expectations for team members, providing regular feedback and support to encourage growth and development.
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   Design and implement training programs plans to enhance the skills and knowledge of the customer experience team, ensuring they are equipped to handle evolving industry challenges.
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   Ensure team members are adherence to Dammam Airports values, and customer experience department policy and procedures.
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   Financial Management
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   Supervise financial planning and budgeting within the department by tracking expenditures and financial performance, ensuring adherence to budgetary guidelines and financial targets. Develop KPIs to monitor financial health and guide strategic financial decisions.
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   Manage departmental resources by assessing needs, allocating budgets, and optimizing utilization, ensuring efficient operations and maximum return on investment.
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   Monitor the financial performance of customer experience initiatives, identifying cost-saving opportunities and implementing measures to achieve financial targets.
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   Innovation and Continuous Improvement
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   Drive innovation in customer experience by adopting new technologies and best practices, ensuring DACO remains at the forefront of industry advancements.
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   Continuously assess and improve customer experience processes to enhance efficiency, effectiveness, and alignment with Dammam Airports strategic objectives.
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   Encourage a culture of continuous improvement within the team, actively seeking and implementing feedback and ideas for process enhancements.
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  <strong>
   Minimum Job Requirements
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  <strong>
   Education Background:
  </strong>
  Bachelor&rsquo;s degree: Business Administration or equivalent.
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  <strong>
   Relevant Experience:
  </strong>
  Minimum 12 years of total experience in customer service and/or customer experience management or a similar field within the aviation or service industry, with a significant portion in management or leadership role.
 </p>
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 </p>
</div>


Customer Experience Director

CyrusOne

<div>We are seeking a Global Customer Experience Partner &ndash; Hyperscale to join our Customer Experience organization. The candidate will serve as the senior operational and relationship leader for one of CyrusOne&rsquo;s largest hyperscale customers, ensuring high quality service delivery, compliance, and lifecycle excellence across global data center operations.<br>
<br>
This role will drive operational performance, manage escalations, enhance customer experience, and strengthen governance maturity across a complex, multi-region account portfolio. The Customer Experience Partner will serve as the strategic operational liaison for hyperscale customer engagements across the Americas and Europe, collaborating cross-functionally with Operations, Compliance, Service Delivery, Security, and Technology teams to ensure a consistent, high-quality customer experience that enables continued growth at scale.<div></div><div>
Responsibilities:</div><div></div><div>
Operational Excellence and Governance</div><ul><li>
Govern account-level metrics including SLA adherence, uptime, incident response and resolution timelines, ensuring consistent rhythm-of-business (RoB) cadence.</li><li>
Lead customer governance forums including Quarterly Business Reviews (QBRs), performance scorecards, and continuous improvement sessions.</li><li>
Oversee operational health scorecards, customer performance analytics, and capability maturity assessments using ServiceNow, Power BI, and internal telemetry tools.</li><li>
Partner with internal executives, operations, compliance, and service delivery leaders to align service outcomes with contractual obligations and customer expectations.</li><li>
Lead escalation management, driving root-cause accountability and ensuring corrective actions are implemented and tracked through closure.</li><li>
Partner with the Compliance &amp; Governance function to ensure audit readiness, SLA traceability, and control validation across all production assets.</li></ul><div></div><div>
Customer Relationship &amp; Experience Management</div><ul><li>
Serve as the customer&rsquo;s primary post-delivery liaison, maintaining trusted relationships with executive and operational stakeholders.</li><li>
Maintain proactive communication and transparency with customer leadership to reinforce reliability, responsiveness, and partnership trust.</li><li>
Conduct QBRs to present performance trends, service improvements, and forward-looking initiatives.</li><li>
Translate customer feedback into actionable operational, technical, or process improvements.</li><li>
Identify and execute opportunities to enhance customer experience and service efficiency through process optimization, automation, and proactive service health reporting.</li></ul><div></div><div>
Service Maturity &amp; Continuous Improvement</div><ul><li>
Develop and maintain a global account capability roadmap focused on service maturity, monitoring coverage, reporting standardization, and incident prevention.</li><li>
Collaborate with the Customer Technology &amp; Reporting and Governance teams to institutionalize consistent account practices and performance transparency.</li><li>
Influence internal product, technology, and process roadmaps by representing the customer&rsquo;s operational perspective in cross-functional forums.</li><li>
Support lifecycle transitions between construction delivery and steady-state operations by validating readiness, documentation, and service standards.</li><li>
Use analytics and KPI insights to identify trends, risks, and opportunities to enhance reliability, responsiveness, and operational excellence.</li></ul><div></div><div>
Qualifications:</div><ul><li>
10+ years of experience in customer success, service delivery, or program management within hyperscale, cloud, or data center environments.</li><li>
Strong understanding of operational compliance, SLA governance, and lifecycle management across global portfolios.</li><li>
Proven success managing large enterprise or hyperscale customer relationships post-delivery, with deep accountability for service outcomes.</li><li>
Demonstrated ability to lead escalations, drive performance analytics, and orchestrate cross-functional teams.</li><li>
Exceptional communication, relationship management, and stakeholder influence skills.</li><li>
Strong analytical mindset with experience using Power BI, Excel, and CRM/service management tools (Salesforce, ServiceNow).</li><li>
Ability to translate operational data into strategic insights for executive audiences.</li><li>
Must be able to travel up to 25%.</li><li>
Experience with data center infrastructure or critical environment operations.</li><li>
Familiarity with incident, change, and problem management frameworks (ITIL).</li><li>
Certification in Program or Project Management (PMP, PgMP, or Lean Six Sigma).</li><li>
Bachelor&rsquo;s degree in Business, Engineering, or related field (MBA or Master&rsquo;s preferred).</li></ul><div></div><div>
Education / Certifications:</div><ul><li>
Bachelor&rsquo;s degree in Business, Engineering, or related discipline required</li></ul><div></div><div>
Benefits:</div><ul><li>
Remote work is supported two days a week</li><li>
Comprehensive health, dental, and vision insurance plans, life and disability insurance, access to mental health resources and employee assistance program</li><li>
Competitive pay, performance bonus, 401(k) retirement plan with company match</li><li>
Generous paid time off and holidays, parental leave</li><li>
Building Amenities: On-site facilities include a fully equipped gym, golf simulator and free parking. The office is conveniently located near local restaurants and is a short walk to the American Airlines Center</li></ul><div></div><div>
CyrusOne is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.</div><div></div><div>
CyrusOne provides reasonable accommodation for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and any other state or local laws. We will respond to requests for reasonable accommodations to assist you in applying for positions at CyrusOne, or to submit a resume.</div></div>

DIVERSE FACILITY SOLUTIONS

<p>Diverse Facility Solutions, Inc. is a 100% minority owned, Chicago corporation with an emphasis on janitorial and facility maintenance services. We create teams of trustworthy, customer focused and diverse people that care about the facility they work in. The quality of the services we provide and our commitment to unsurpassed customer service has helped us become one of the nation&rsquo;s premiere Minority Janitorial Contractors.</p><p><b>Job Description:</b> Responsible for the overall direction, coordination, and evaluation of staff engaged in cleaning and maintaining the site premises by performing the following duties personally or through subordinate staff. Fulfills management responsibilities in accordance with the organization&rsquo;s policies and applicable laws. The Director of Customer Experience is expected to ensure the happiness of the clients that we support.</p><p><b>Duties/Responsibilities:</b></p><p>&middot; Conduct training programs for management as required</p><p>&middot; Manage and review daily work of management and custodians</p><p>&middot; Evaluate management personnel performance</p><p>&middot; Perform QAQC&rsquo;s of areas weekly and identify corrective plans</p><p>&middot; Identifies development and training needs, and ensures that all training is obtained</p><p>&middot; Meet with customer frequently and present self and the company professionally and in a positive manner at all times</p><p>&middot; Meet with vendors as needed, identify latest equipment and supply to meet cleaning needs</p><p>&middot; Meet with management staff to communicate issues, ensure safety practices, set goals, give directives, coach and discuss concerns of the overall performance of the facility</p><p>&middot; Prepare and review reports for management</p><p>&middot; Prepare and submits disciplinary action and incident reports; counsels management and employees</p><p>&middot; Hold meetings as required with custodians</p><p>&middot; Manage and report facility scope of work to customer</p><p>&middot; Ensures proper labor relations and conditions of employment are maintained</p><p>&middot; Manage labor budget and ensuring overall budgets are in compliance</p><p>&middot; Submit weekly reports to Senior Director and Divisional Director</p><p>&middot; Corresponds with Corporate, Senior Director and Divisional Director for support, updates and duties</p><p><b>Qualifications: </b></p><p><b>Minimum of two years in custodial management</b></p><p>&middot; Ability to interpret contracts</p><p>&middot; Thorough knowledge of the standard methods, equipment, and supplies in a large or small scale Janitorial activities of the service.</p><p>&middot; Thorough knowledge of methods used in cleaning of a large or small facility</p><p>&middot; Knowledge of floor care (hard floor and carpeting)</p><p>&middot; Ability to work with a diverse workforce</p><p>&middot; Ability to communicate effectively</p><p>&middot; Ability to maintain confidentiality</p><p>&middot; Ability to operate and use tools/equipment for training purposes</p><p>&middot; Ability to develop work schedules, making the efficient use of personnel</p><p>&middot; Ability to train and manage a large or small group of employees</p><p>&middot; Considerable knowledge of employees policies and procedures</p><p><b>Director of Customer Experience Performance Expectations</b></p><p>Director of Customer Experience must perform the duties outlined which comply with the airport/company policies and regulations to create a cooperative, safe, respectful and quality work environment.</p><p>DFS Senior Director has the exclusive right to alter the scope of work within the framework of the job description at any time without prior notice.</p><p><i><b>AAP/EEO Statement</b></i></p><p><i>Diverse Facility Solutions, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Diverse Facility Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.</i></p><p><i>Diverse Facility Solutions, Inc. expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Diverse Facility Solution&rsquo;s employees to perform their job duties may result in discipline up to and including discharge.</i></p><p>Job Type: Full-time</p><p>Pay: $74,751.61 per year</p><p>Benefits:</p><ul><li>401(k)</li><li>Dental insurance</li><li>Health insurance</li><li>Paid time off</li><li>Vision insurance</li></ul><p>Work Location: In person</p>

Director of Customer Experience - San Antonio Airport

<div>
 <p>
  The Client Affairs Director is responsible for leading and managing all client-facing operations across the post-sales customer journey, including property handover, customer service operations, and call center management. This role ensures a seamless and positive customer experience from unit readiness through handover and ongoing client support.
 </p>
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  <br/>
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  The Client Affairs Director plays a critical role in strengthening customer trust, enhancing brand reputation, and ensuring the successful delivery of projects from a client experience perspective. Real estate development experience is essential, while community management exposure is considered a strong advantage.
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  <br/>
 </p>
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  Job Responsibilities:
 </p>
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   Lead and manage the Client Affairs function, overseeing customer service, call center operations, and property handover activities to ensure a consistent and high-quality client experience.
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   Develop and implement client service strategies, policies, and procedures to enhance customer satisfaction and strengthen long-term relationships with clients.
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   Oversee the end-to-end handover process, ensuring proper coordination with Development, Construction, Finance, and Legal teams to deliver units to clients smoothly and in line with company standards.
  </li>
  <li>
   Ensure efficient management of customer inquiries, requests, complaints, and escalations across all service channels including call center, digital platforms, and customer service offices.
  </li>
  <li>
   Establish and monitor service level agreements (SLAs), quality standards, and operational procedures to maintain high performance in customer service and call center operations.
  </li>
  <li>
   Monitor client feedback, satisfaction surveys, and service performance data to identify improvement opportunities and enhance overall client experience.
  </li>
  <li>
   Coordinate with internal departments to resolve technical, contractual, or financial client issues and ensure timely resolution of client concerns.
  </li>
  <li>
   Develop reporting dashboards and performance metrics related to handover operations, customer satisfaction, service response times, and complaint resolution.
  </li>
  <li>
   Lead, mentor, and develop the Client Affairs team to ensure high performance, service excellence, and alignment with the company&rsquo;s customer experience strategy.
  </li>
  <li>
   Support the transition of clients from handover to community management or property management teams to ensure continuity of service and resident satisfaction.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  Job Requirements:
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   - Education:
  </strong>
 </p>
 <ul>
  <li>
   Bachelor&rsquo;s degree in Business Administration, Marketing, Management, or a related field.
  </li>
  <li>
   Professional certifications in Customer Experience or Service Management are considered an advantage.
  </li>
 </ul>
 <p>
  <strong>
   - Previous Experience:
  </strong>
 </p>
 <ul>
  <li>
   Minimum 5 years in a leadership role in customer service, client relations, or customer experience within the real estate development sector.
  </li>
  <li>
   Proven experience managing property handover operations, customer service teams, and call center functions in real estate developers.
  </li>
 </ul>
 <p>
  <strong>
   - Special requirements:
  </strong>
 </p>
 <ul>
  <li>
   Community management or property management exposure is a plus.
  </li>
  <li>
   Strong knowledge of the real estate customer lifecycle including sales support, unit handover, and post-handover service.
  </li>
  <li>
   Strong problem-solving and conflict resolution capabilities with a customer-centric mindset.
  </li>
  <li>
   Ability to analyze customer feedback and operational data to drive service improvements.
  </li>
 </ul>
</div>


Client Affairs Director

HHAeXchange

<div><div><div>HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states.</div><br>
<div></div>
<div>
This Bloomington, MN office-based role is a senior leadership position responsible for directing and leading HHAeXchange&rsquo;s Tier 1 Technical Customer Care organization. The Director oversees a high-volume, multi-channel contact center that provides product support to new and existing Home Health Agency customers. This role ensures exceptional customer experience through operational excellence and strong cross-functional alignment.</div><br>
<div></div>
<div>
The Director leads and develops high-performing Tier 1 teams, overseeing escalation frameworks and enabling leaders to resolve complex technical issues effectively while driving process and technology optimization that supports timely and accurate resolution of complex software issues. Success in this position requires experience leading a technical call center, familiarity with healthcare software environments, strong understanding of technical troubleshooting environments, and the ability to guide both strategy and day-to-day operations in a fast-paced environment.</div></div><br>
<div></div>
<div>To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily with or without reasonable accommodations. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</div>
<h3 class="jobSectionHeader"><b>Essential Job Duties
</b></h3><div><ul><li>Oversee and lead the Tier 1 Technical Customer Care organization in the Bloomington, MN contact center, guiding both daily operational performance and long-term strategic direction.</li>
<li>Ensure consistent, documented application of QA standards and performance expectations, including CSAT, SLA, and ASA across all teams to support fairness, defensibility, and performance integrity.</li>
<li>Develop and execute a support strategy that drives operational excellence through clear KPIs, strong QA practices, and consistent documentation.</li>
<li>Drive process and technology optimization initiatives that enhance efficiency, quality, and customer experience.</li>
<li>Execute and operationalize the defined Technical Customer Care strategy, ensuring alignment between performance standards, staffing models, and customer experience outcomes.</li>
<li>Operationalize AI-enabled service tools and workflows to improve efficiency, service quality, and performance consistency.</li>
<li>Own overall contact center performance outcomes, holding managers accountable for queue health, backlog management, and resolution standards.</li>
<li>Provide escalation oversight by guiding teams through complex issues and strengthening decision-making through coaching and leadership support.</li>
<li>Partner with Workforce Management to ensure staffing models, scheduling strategies, and coverage plans support service level commitments across all channels.</li>
<li>Serve as the executive escalation point for complex or high-visibility provider issues.</li>
<li>Partner with Product, Engineering, Sales, and other departments to align operational needs with broader business objectives.</li>
<li>Leverage advanced performance analytics to assess operational health, uncover emerging trends, and guide strategic decisions that elevate service quality, efficiency, and customer experience.</li>
<li>Drive cross-functional alignment that resolves obstacles and ensures teams remain focused on shared goals and outcomes.</li>
<li>Ensure operational processes and leadership oversight enable timely and effective resolution of client issues.</li>
<li>Maintain compliance with organizational policies, accessibility standards, and healthcare industry requirements.</li>
<li>Provide coaching, performance feedback, and career development opportunities that support employee growth and leadership development.</li>
</ul></div><h3 class="jobSectionHeader"><b>Other Job Duties
</b></h3><ul><li>Other duties as assigned by supervisor or HHA exchange leader.</li>
</ul><h3 class="jobSectionHeader"><b>Travel Requirements.
</b></h3><ul><li><div>Travel 10-25%, including overnight travel</div></li><br>
</ul>
<div></div><h3 class="jobSectionHeader"><b>Required Education, Experience, Certifications and Skills</b></h3><div>
<ul><li>10+ years of leadership experience in high-volume contact center or technical support environments, preferably within healthcare technology or a similar regulated industry.</li>
<li>Minimum 5 years managing teams that support customers using complex software products in a SaaS environment, with a proven track record of driving performance, quality, and customer satisfaction.</li>
<li>Extensive experience leading multi-channel call center operations, including phone, ticket, chat, and escalation workflows.</li>
<li>Experience with healthcare software platforms, ideally including HHAeXchange applications and support processes, as well as tools such as Salesforce Service Cloud and Jira.</li>
<li>Strong proficiency with Microsoft Windows environments and remote troubleshooting tools.</li>
<li>Understanding of AI-enabled call center technologies such as virtual assistants and agent-assist tools and how they support deflection, efficiency, and improved customer experience.</li>
<li>Strong organizational, project management, and multitasking abilities with a track record of managing shifting priorities in fast-paced environments.</li>
<li>A proactive, solution-oriented mindset with enthusiasm, resilience, and a strong commitment to delivering exceptional customer service.\Demonstrated ability to work independently while fostering a collaborative, team-oriented culture.</li>
</ul></div><div><div>The base salary range for this US-based, full-time, and exempt position is $150,000 - $160,000 not including variable compensation. An employee&rsquo;s exact starting salary will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the HHAeXchange core values.
</div>
<div></div><div>This is a benefits-eligible position. HHAeXchange offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company sponsored programs.</div>
<div></div>
<div><i>HHAeXchange is an equal-opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law.</i></div></div><br>
<div></div>
<div>
</div><p>We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.</p></div>

Director, Technical Customer Care

Ventura Foods

<div><p><b>Employment Type:</b> Salaried<br>
<b>Work Arrangement:</b> Remote</p><div><div><div><h2 class="jobSectionHeader"><b>
Position Summary:</b></h2></div><div><p>
Are you passionate about transforming how businesses serve their customers? Join us as our Director of Customer Experience (CX) and lead the charge in shaping the future of customer interactions for a leading B2B food manufacturing company. You&rsquo;ll drive the implementation of our CX roadmap and customer journey map, build a sustainable CX operating model, and champion a customer-centric culture across all functions. This is a hands-on leadership role focused on turning strategy into action and driving measurable CX improvement.</p></div></div><div><div><h2 class="jobSectionHeader"><b>
Major Duties and Responsibilities:</b></h2></div><div><ul><li>
Lead the execution of our CX roadmap and customer journey mapping initiatives, ensuring alignment with the unique needs of B2B food manufacturing clients and partners.</li><li>
Design and implement a scalable CX operating model that integrates best practices across Sales, Operations, QA, IT, and Customer Service.</li><li>
Drive continuous improvement in customer service operations, including order management and case management, to ensure seamless delivery and support for our B2B clients.</li><li>
Develop and maintain dashboards and measurement systems to track CX performance, customer satisfaction, and key business metrics (CSAT, order fulfillment, case resolution).</li><li>
Oversee the Voice of Customer (VoC) program, leveraging the Qualtrics platform to capture, analyze, and act on feedback from distributors, retailers, and business partners.</li><li>
Educate and engage the organization on CX best practices, fostering a culture of customer-centricity through training, communications, and enablement programs.</li><li>
Lead, coach, and develop a high-performing CX team, empowering managers and administrators to deliver exceptional service and insights.</li><li>
Collaborate with senior leadership and cross-functional teams to prioritize CX initiatives and ensure resources are aligned for maximum impact.</li><li>
Monitor and report on CX program effectiveness, providing actionable insights and recommendations to drive business results.</li><li>
Stay current on CX trends, technologies, and regulatory requirements in the food manufacturing industry, bringing innovative ideas to enhance the customer experience.</li></ul></div></div><div><div><h2 class="jobSectionHeader"><b>
Education and Experience:</b></h2></div><div><ul><li>
Bachelor&rsquo;s degree is required.</li><li>
10+ years of progressive experience in customer experience, customer service, or related roles (SC, Customer Marketing), inclusive of 2 years in CX or Customer Service and direct people leadership is required.</li><li>
B2B industry experience is required.</li><li>
Proven success implementing CX roadmaps, journey mapping, and VoC programs (Qualtrics or similar platforms) in a multi-functional organization.</li><li>
Demonstrated ability to lead cross-functional teams and manage direct reports in a matrixed business setting.</li><li>
Experience with dashboard creation, data analytics, and performance measurement in CX or customer service operations.</li><li>
Ability to travel 25%, in North America.</li><li>
Master&rsquo;s degree preferred.</li><li>
Ideally the candidate has experience with food manufacturing environments.</li></ul></div></div><div><div><h2 class="jobSectionHeader"><b>
Knowledge and Skills:</b></h2></div><div><ul><li>
Deep expertise in CX strategy, customer journey mapping, and operationalizing CX across B2B commercial and manufacturing functions.</li><li>
Advanced knowledge of Voice of Customer (VoC) methodologies and platforms, especially Qualtrics.</li><li>
Strong analytical skills, with proficiency in dashboard development, data visualization, and CX metrics (NPS, CSAT, order fulfillment, case resolution).</li><li>
Experience improving customer service operations, including order management and case management processes in a manufacturing context.</li><li>
Excellent leadership, coaching, and team development abilities.</li><li>
Outstanding communication and stakeholder management skills, able to influence at all levels.</li><li>
Ability to drive change, foster a customer-centric culture, and educate teams on CX best practices.</li><li>
Familiarity with CRM and CX technologies (Salesforce ServiceCloud, Qualtrics, etc.).</li><li>
Proficiency in project planning, stakeholder engagement, and change management to ensure successful adoption of CX initiatives.</li><li>
Strategic thinker with a bias for action and continuous improvement.</li><li>
Knowledge of food manufacturing industry trends, regulatory requirements, and emerging CX technologies.</li></ul></div></div></div><p><b>
Why Join Us:</b><br>
Ventura Foods innovates and manufactures food solutions for foodservice and retail businesses. We make exclusive products for the world's most iconic restaurants and retailers, we provide ready-to-go product solutions for professional kitchens, and we make consumer brands everyone knows and loves. When you work for Ventura Foods, you get a strong foundation of training, a manager who cares about you and celebrates your success, a safe environment, and challenging work. As part of our team, your future is limited only by how much you&rsquo;re willing to push yourself to get there. We invest in your growth because you invest in ours.</p><p><br>
</p><p>Ventura Foods offers career growth opportunities as well as competitive compensation and benefits:
</p><ul><li>Medical, Prescription, Dental, &amp; Vision &ndash; coverage beginning on your 1st day for eligible employees
</li><li>Profit Sharing and 401(k) matching (after eligible criteria is met)
</li><li>Paid Vacation, Sick Time, and Holidays
</li><li>Employee Appreciation Events and Employee Assistance Programs</li><li>
Salary Base Range of $146,200.00 - $194,957.70*</li><li>
Annual bonus (based on the incentive program terms and conditions)</li></ul><p></p><ul><li><br>
The &ldquo;base salary range&rdquo; provided above is a good faith estimate of what we expect to pay for this position in the specified markets. Ventura Foods reserves the right to pay outside of the given range based on a variety of factors including but not limited to: candidate skills and experience, complexity of the job, budgetary factors, and location/geography. Ventura Foods conducts regular reviews of compensation ranges and therefore reserves the right to alter this range at any given time.</li></ul><p></p><p><b><br>
Diversity &amp; Inclusion:</b><br>
Our commitment to a diverse and inclusive environment in which all employees are treated with respect is evident in our company culture and values. We believe that fostering an environment of inclusion and a focus on diversity across our organization is vital to attracting top talent, driving innovation, and meeting the high expectations of our customers in a rapidly evolving global marketplace.</p><p></p><p><br>
Ventura Foods is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.</p></div>

Director Customer Experience

AstraZeneca

<div><p><b>Job Title: Commercial Operations Director, Egypt</b></p><p></p><p><b>
Introduction to role:</b></p><p>
Are you ready to accelerate launches and reimagine customer experience at scale, bringing transformative medicines to more patients in Egypt sooner? This role leads the engine room of commercial execution&mdash;turning strategy into measurable impact by uniting launch excellence, omnichannel engagement, and performance governance.</p><p></p><p>
You will steer a high-ambition agenda in a company investing early and boldly across our markets, using data and digital to transform the patient journey. From shaping affiliate-wide launch governance to embedding enterprise KPIs, you will set the pace for how we win in-market&mdash;faster, smarter, and with rigor. How will you use your experience to integrate cross-functional teams and deliver outcomes that matter for patients, HCPs, and the business?</p><p></p><p><b>
Accountabilities:</b></p><p><b>
Launch Excellence:</b> Own an affiliate-wide governance and readiness framework that aligns local execution with global launch strategy. Anticipate and mitigate risks at an executive level to shorten time-to-impact, protect ROI, and reduce execution risk. Embed post-launch performance tracking and corrective actions to sustain momentum.</p><p></p><p><b>
Customer Experience &amp; Omnichannel Strategy:</b> Define and own the affiliate ambition for customer experience. Lead operational enablement across field and digital touchpoints, integrating data, insights, and engagement models to craft differentiated HCP and patient journeys. Establish feedback loops and measurable KPIs to drive continuous improvement and strengthen our partnership position.</p><p></p><p><b>
Business Excellence &amp; Performance Governance:</b> Establish enterprise-level KPI governance and performance dashboards. Own data integrity, reporting accuracy, and advanced analytics capability. Drive simplification, automation, and productivity initiatives that enable faster, better decisions. Lead resource allocation governance to maximize ROI and ensure focus on what works.</p><p></p><p><b>
Event &amp; Operational Governance</b>: Provide strategic oversight of all major scientific and corporate events. Ensure full compliance with internal and external regulations while driving cost discipline and measurable event effectiveness. Standardize vendor governance and align procurement to deliver high-quality execution with financial control.</p><p></p><p><b>
Progression and Influence:</b> Deliver immediate improvements in launch readiness and engagement effectiveness, then evolve systems and ways of working that scale across brands and therapy areas. Act as a senior integrator across Commercial, Medical, Market Access, Regulatory, and Supply to elevate decision quality and operational discipline.</p><p></p><p><b>
Essential Skills/Experience:</b></p><ul><li>Advanced degree in life sciences, pharmacy, medicine, or a related discipline</li><li>Leadership with the ability to coach and build diverse, high-performing teams</li><li>Demonstrated ability to influence at senior executive level.</li><li>Experience leading large cross-functional initiatives.</li><li>Change &amp; transformation leadership</li><li>Launch governance and readiness leadership at affiliate or regional level</li><li>Post-launch performance tracking and corrective action governance</li><li>Alignment of local execution with global launch strategy</li><li>Integration of data, insights, and engagement models for HCP and patient journeys</li><li>Data integrity, reporting accuracy, and advanced analytics capability</li></ul><p></p><p><b>
Desirable Skills/Experience:</b></p><ul><li>Deep understanding of Egypt&rsquo;s healthcare ecosystem and compliance environment</li><li>Hands-on experience with CRM, marketing automation, analytics platforms, and data visualization tools</li><li>Expertise in omnichannel content operations, personalization, and journey design</li><li>Advanced quantitative skills, including forecasting, experimental design, or marketing mix/attribution</li><li>Change management experience</li></ul><p></p><p><b>
Why AstraZeneca:</b></p><p>
Join a business that pairs scientific rigor with the energy of rapid growth, where bold ideas meet the practical tools to deliver them. Here, unexpected teams gather in the same room to unlock new ways to serve patients across their entire journey, powered by data and digital capabilities. You will be backed by leaders who value learning as much as results, embrace smart risk-taking, and foster open collaboration&mdash;so you can stretch your skills, shape the market, and see your work change lives.</p><p></p><p><b>
Call to Action:</b></p><p>
Set the standard for launch excellence and omnichannel engagement in Egypt&mdash;step forward and help shape what comes next!</p></div>

Commercial Operations Director, Egypt

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