Director Customer Experience

We are Generac, a leading energy technology company committed to powering a smarter world.

Over the 60 plus years of Generac’s history, we’ve been dedicated to energy innovation. From creating the home standby generator market category, to our current evolution into an energy technology solutions company, we continue to push new boundaries.

About The Role

We are seeking a strategic, data-driven, and people-focused

Director of Customer Experience to lead and continuously improve our 24/7 consumer support operation of 100+ agents. This role is critical to delivering a seamless, responsive, and customer-centric post sale experience in a high-volume B2C manufacturing

environment. The ideal candidate is a proven leader with deep expertise in scaling support functions, driving operational excellence, and leading transformational initiatives that enhance the customer journey.

Key Responsibilities Strategic Leadership

- Lead and develop a high-performing team across multiple shifts to support 24/7 operations, ensuring consistent and exceptional customer service.

- Collaborate with senior leadership to define and execute the consumer experience vision aligned with company goals.

- Serve as the voice of the customer, advocating internally for continuous improvement across all touchpoints.

Operational Oversight

- Oversee all customer support channels (voice, chat, email, social media) ensuring SLAs, KPIs, and customer satisfaction metrics are met or exceeded.

- Develop and manage departmental budgets, staffing plans, and resource allocation for continuous coverage.

- Partner with Workforce Optimization Leader to ensure strong coordination with third party contact center for scalable support.

Process Improvement & Innovation

- Identify inefficiencies and lead process improvement initiatives (e.g., Lean, Six Sigma, automation) to optimize workflows, improve first-contact resolution, and increase customer satisfaction.

- Evaluate and implement best in class software to enable agents to be productive quickly and elevate the customer experience.

Metrics & Performance Management

- Define, track, and report key performance indicators (KPIs) including CSAT, , FCR, Abandoned rate, Average speed to answer, and customer satisfaction.

- Use data insights to make strategic decisions, coach managers, and enhance the customer journey as well as share with product management and engineering teams.

Team Development

- Mentor and grow leadership within the customer experience team, including supervisors, team leads, managers and trainers.

- Promote a culture of accountability, continuous learning, and customer obsession.

Cross-Functional Collaboration

- Partner with Product management, Engineering, Marketing and Quality to resolve systemic issues and improve end-to-end customer experience.

- Act as a liaison during product recalls and critical service interruptions, ensuring transparent and empathetic communication to customers.

Qualifications

- Bachelor’s degree in Business, Operations, or related field (MBA preferred).

- 8+ years of progressive leadership in customer service or customer experience, ideally within a B2C or manufacturing context. - Proven experience managing large-scale, 24/7 customer operations (100+ agents).

- Strong background in process improvement methodologies (Lean, Six Sigma, Kaizen).

- Proficient in CRM and contact center tools (e.g., Salesforce, SAP CRM, Genesys).

- Exceptional communication, leadership, and change management skills.

- Analytical mindset with the ability to turn data into actionable insights.

Preferred Attributes

- Experience in consumer products, home goods, or durable goods industries.

- Multilingual or experience managing multilingual teams.

Physical Demands

: While performing the duties of this job, the employee is regularly required to talk and hear; and use hands to manipulate objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend or reach above the shoulders. The employee must occasionally lift up to 25 - 50 pounds. Specific conditions of this job are typical of frequent and continuous computer-based work requiring periods of sitting, close vision and ability to adjust focus. Occasional travel.

“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.”