SEIU 775 Benefits Group

SEIU 775 Benefits Group

Director of Customer Experience

Based in Seattle, WA


Position Title: Director of Customer Experience
Reports to: Chief People and Culture Officer
Category: Leadership
Department: Customer Experience
Classification: Full-Time Regular, FLSA Exempt, Non-Union
Expected Office Hours: 8:30 AM – 5:00 PM, M-F

Who We Are:
SEIU 775 Benefits Group improves the health, skills and stability of the home care workforce — essential, front-line heroes.

We are the nation’s leading innovators in training, health, wellness, secure retirement and job-matching benefits for more than 45,000 Washington state home care workers.

Governed by a labor-management partnership of employers and SEIU 775, we have the power and passion to provide the benefits caregivers and their families need to thrive.

The Details

Location: Headquartered in Downtown Seattle
Work Schedule: Our typical business hours are 8:30-5:00 Monday-Friday.
Travel Requirements: Up to 10%
Category: Full-Time, FLSA Exempt, Regular, Non-Union
Physical Requirements: Must be able to sit and stand for long periods of the day.

About the Position:
Reporting to the Chief People and Culture Officer, the Director of Customer Experience will lead strategic initiatives designed to enhance the customer experience for the many stakeholders who interact with the organization.

You Will:

  • Resource Planning
    • This is the ability to understand and forecast resource requirements—capacity and skills-- to meet day to day operational needs and to have contingency plans ready for new and unanticipated demand.
  • Standard Processes
    • This is the ability to develop, document, and implement standard processes in appropriate detail to this organization to drive standardization, reduce redundancy, and insure clarity of responsivity.
  • Strategic Thinking
    • The Director will be future oriented with projects and plans to identify short and longer-term risks and know how to position the department to achieve its operations and strategic plans.
  • Operational Planning and Execution
    • This is the ability to be receptive to change and to flex workloads, shift priorities, integrate competing challenges such as budget, timeline and resource constraints, and to stay on course, implement new initiatives designed to improve the student experience in the classroom and the certification process with a focus on improving outcomes for students with limited English proficiency.

You Will Need to Have:

Required Leadership Competencies

Managing with Vision and Purpose: Connect their work and the work of teams they lead to the organization’s Mission, Vision, and Values.
Advancing Diversity: Supports equitable and fair treatment and opportunity for all.
Courage: Is not afraid to take action when necessary, accepts critical feedback that is shared with the team without being defensive and incorporates feedback into their work.
Strategic Agility: Sees ahead clearly; can anticipate future consequence and trends accurately.
Decision Quality: Makes good decisions in the appropriate amount of time based upon a mixture of analysis, wisdom, experience, and judgement.
Building Effective Teams: Blends people into teams when needed; creates strong morale and spirit in their teams, while creating a collaborative environment.

  • 3-5 year in customer employer relationships;
  • Champion the organization’s customer experience philosophy that is sensitive to diverse expectations of multiple stakeholders;
  • Develop and maintain standards and metrics for optimal customer experience;
  • Cultivate productive relationships with the organization’s key stakeholders;
  • Execute strategies for continuous improvement of employer satisfaction driving towards a goal of “extremely satisfied” using a mix of approaches tailored to meet their needs;
  • Engage public policy officials, employer representatives, business and our union stakeholders to fully understand their requirements and to promote the interests of the organization;
  • Oversee contractors to ensure they perform at an acceptable level and are compliant with contract terms and conditions;
  • Lead teams of customer experience staff through day-to-day management of the department;
  • Anticipate service failures and be ready with an intervention plan to minimize disruption; and
  • Additional duties as assigned.

It Will Be Great if You Have:

  • Evaluate the impact of policy and procedural changes on the overall customer experience and implement plans to minimize service disruptions;
  • Develop a CRM strategy that will enable the organization to evaluate the effectiveness of its customer experience philosophy;
  • Develop and execute annual budgets that are congruent with customer experience goals and organizational needs;

Apply HERE!

Statement of Affirmative Action
SEIU 775 Benefits Group is proud to be an equal opportunity workplace and is an Affirmative Action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.

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