Head of Customer Experience, Americas

The Operations team partners closely with ResMed's five business leaders to understand their needs then providing a variety of products and services to help them meet those needs including Customer and Technical Services, Global Quality Assurance and Regulatory Affairs, Supply Chain, manufacturing, logistics and distribution. Focused on enabling new product introduction and operating excellence, our team strives to improve time to market for new products and services, improve efficiencies in our cross-functional processes, and improve our supply chain through digitization and automation to increase value add to our customers.

At ResMed, we work hard to deliver great benefits designed around what's important to you. ResMed offers competitive wages and supports personal development. We offer $5,250 tuition reimbursement every year with no lifetime cap! Enjoy 14 paid holidays and a generous paid time off program where you can work your way up to 6 weeks per year. Our team members are also eligible for paid parental leave, medical, dental, vision, and disability benefits, the ability to participate in our Employee Stock Purchase Plan, and a generous 401K match.

The values of belonging and inclusion are what drive ResMed's practice and people globally. By joining us, you will be part of a large community that values all differences and you will have the chance to participate in any inclusion-building programs available. If you would like to learn more about our culture, click here https://careers.resmed.com/we-are-resmed/belonging-inclusion-and-diversity/.

The primary role of Head of Customer Experience, Americas you will define the vision and roadmap for how ResMed provide best in class customer and service support across the Americas. You will be the architect of the customer service experience leveraging customer insight and technology trends to drive an innovative and differentiated customer service experience. You will identify and measure product and business metrics to better understand customers' ongoing needs and help drive improvements in ResMed's customer experience. You will participate in the definition of ResMed product experiences to influence features that will enhance the customer experience. The Head of Customer Experience will also develop a seamless end-to-end customer experience that eliminates current pain points by aggregating customer sentiment to influence future product feature-sets and drive prioritization of new experiences that surprise and delight customers. This role is cross-functional and will work collaboratively with product management, operations, IT, engineering and other teams across various countries and locations to identify, prioritize, design, and deliver an excellent customer experience.

Let's talk about Responsibilities

• The primary objective of the Head of Customer Experience is to oversee the coordination of customer service and support activities which may include the delivery of pre- and post-sales services, customer care and retention, installation, technical support, repair, and maintenance of organization's products.
• Focuses on the development and implementation of strategic and operational objectives that help achieve organizational mission. Implements organization strategies through the effective direction and management of employees and resources.
• Leads larger number of employees, multiple sub-teams, or large teams with complex or highly technical responsibilities.
• Is responsible for the development and communication of the long-term vision of the ResMed service strategy
• Develops a culture of experimentation and innovation to solve core customer needs
• Influences investment choices that will cultivate long-term innovation for the customer
• Serves as the Customer Experience champion and Customer Service partner to business executives

Let's talk about Qualifications and Experience

BASIC QUALIFICATIONS

• 7+ years of experience operating, managing, and delivering results in a consumer facing or product management role
• Excellent cross-functional project management skills
• Strong verbal and written communication skills with a demonstrated experience engaging and influencing senior executives
• Excellent quantitative data analysis and critical-thinking skills
• Demonstrated ability to work cross-functionally with engineering, design, and project management counterparts to deliver products/services
• Bachelor's degree required in business, computer science or related field
• Experience in Customer Service operations
• 15% travel
• Role is based in Atlanta, Georgia but open to remote for the right candidate

Preferred:

• Proven success in delivering best in class service in a high growth environment
• Strengths in problem solving and issue-resolution
• Ability to work in a deadline-driven work environment with a strong attention to detail
• Demonstrated ability to understand and discuss technical concepts, manage tradeoffs and evaluate opportunistic new ideas with internal and external partners
• Demonstrated ability to work cross-functionally with engineering, design, Operations and project management counterparts to deliver online products/services
• A passion for Company's ecosystem of digital services and products
• Experience developing consumer applications and services
• Experience with Tableau as a power user to build queries to provide actionable insights
• MBA preferred

We are shaping the future at ResMed, and we recognize the need to build on and broaden our existing skills and continue to attract and retain the world's best talent. We work hard to offer holistic benefits packages, provide flexible work arrangements, cultivate a workforce culture that allows employees to grow personally and professionally, and deliver competitive salaries to our team members. Employees scheduled to work 30 or more hours per week are eligible for benefits. This position qualifies for the following benefits package: comprehensive medical, vision, dental, and life, AD&D, short-term and long-term disability insurance, sleep care management, Health Savings Account (HSA), Flexible Spending Account (FSA), commuter benefits, 401(k), Employee Stock Purchase Plan (ESPP), Employee Assistance Program (EAP), and tuition assistance. Employees accrue fifteen days Paid Time Off (PTO) in their first year of employment, receive 11 paid holidays plus 3 floating days and are eligible for 14 weeks of primary caregiver or two weeks of secondary caregiver leave when welcoming new family members. Individual pay decisions are based on a variety of factors, such as the candidate's geographic work location, relevant qualifications, work experience, and skills.

Base Pay Range for this position:

$135,000.00 - $203,000.00

For remote positions located outside of the US, pay will be determined based the candidate's geographic work location, relevant qualifications, work experience, and skills.

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Joining us is more than saying "yes" to making the world a healthier place. It's discovering a career that's challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now!