Customer Experience Director

Remote - Milwaukee, WI

KATRINA UBELL COACHING

CUSTOMER EXPERIENCE DIRECTOR

 

THE PERSON

Do you value the continuous development of leadership skills, and appreciate the transformation that coaching can create for others? Are you a strong verbal and written communicator who lovingly calls a spade a spade? Do you own your mistakes, adjust when needed, and tend to the details? Do you advocate for cross-collaboration between departments? If you hold others accountable without sacrificing empathy, then this position is perfect for you!

Our ideal Customer Experience Director is:

  • Tech Savvy. Data driven and extremely organized, you're a fast learner who picks up on technology quickly. You're interested in new technologies, keeping your finger on the pulse of technical advances, and you stay up to date with what's available.
  • Steadfast. You're a steady rock with strong follow-through and professional maturity. You stick to your decisions and don't waver easily, acting as the guard rails for the business unit. A stabilizing force, you understand the cost vs. benefit before making recommendations.
  • Resourceful. You can streamline complex issues and stay calm when others become stressed. You're a de-escalating, patient problem solver who is process oriented and naturally helpful. A loop closer who investigates issues, you're responsive and run toward the fire.
  • Intuitive. You're emotionally intelligent and hear what people aren't saying. You find the question behind the question to really get to the heart of a concern. You're empathetic without absorbing the emotions of others. You give the benefit of the doubt and don't jump to conclusions. You're scrappy and able to figure things out.

Our Customer Experience Director values diversity and respects cultures outside their own. They have strong leadership skills and straightforward communication. Someone who takes the initiative and finds the root of the problem. We are looking for someone who is bought in to EOS, is good at training, and can hold their own in a conversation. Our candidate is fiscally savvy to manage a department budget and is invested in the growth of their direct reports.

RESPONSIBILITIES

The job responsibilities of our Customer Experience Director include, but are not limited to:

Leadership & Management

  • Responsible for client experience and success
  • Is the POC for escalations within the department and with clients
  • Liaises with other department heads
  • Understands and manages team capacity and resource planning on a lean team
  • Responsible for training, onboarding, and performance assessment
  • Ensures their team is making timely and appropriate responses to client inquiries, including from social media, in proper brand identity/voice
  • Identifies and tracks at-risk clients
  • Responsible for payment processing & collections
  • Manages the budget for their department
  • Identifies the tools, technology, and systems needed for the business
  • Manages the CRM and accuracy of data collection
  • Manages all technology (Ontraport, ClickUp, Acuity/Squarespace Scheduling, Zoom, Demio, Zapier, WordPress, WordPress Plugins, etc.)

*This is a fully remote, full-time position operating out of the U.S.

QUALIFICATIONS

Required

  • 5+ years’ experience in team leadership/management
  • Small business/start-up experience
  • Strong writing skills
  • Tech-savvy, experience working with a variety of technologies
  • CRM experience

Preferred

  • 5-7 years’ experience in team leadership/management
  • Experience leading/managing a customer care or technical support team
  • Experience working for a fully remote company

Desired

  • Experience leading/managing a customer experience team in a coaching company
  • Bachelor's degree or other continued educational development

THE COMPANY – KATRINA UBELL COACHING dba WEIGHT LOSS FOR BUSY PHYSICIANS

We get to help the helpers and take care of a community that always shows up for others. We help not only the doctors themselves, but their entire communities and everyone they come in contact with. When we help doctors take better care of themselves, they can take better care of their patients. We are involved in a higher purpose and making a difference in the lives of others every day.

WHY WORK WITH US?

Katrina Ubell Coaching stands out because of our culture and core values. We are an expanding company in a fast-growing industry that runs on EOS. At Katrina Ubell Coaching, we help each other succeed, value loving accountability, and are truly invested in the growth and development of our team members, both personally and professionally. We are a 100% virtual, goal-oriented organization committed to diversity. With virtual and in-person client events, we get the opportunity to experience the true impact of our program. Katrina Ubell Coaching is an entrepreneurial company where you can create things and will never get bored.

Our Core Values are:

  • Clear and kind
  • Accountable to self, team, and clients
  • Lighthearted

If you are a confident leader who cares about people and wants to be part of a company that is on a mission to transform lives, apply to Katrina Ubell Coaching LLC today!

Benefits:

  • Qualified Small Employer Health Reimbursement Arrangements (QSEHRA)
  • 401k with employer match
  • Technology and Coaching reimbursements

Salary:  $119k - $130k

JOB CODE: Katrina Ubell Coaching LLC