Director, Customer Experience

Director Of Customer Experience

Transcat is a dynamic, innovative, growing company that has been recognized as the leading calibration and compliance services provider in North America and beyond. With over 1,000 employees in technical, consulting, operational, sales, finance, and corporate roles, we have stood the test of time by delivering on our Trust in Every Measure promise to our customers in vital industries, including life sciences, aerospace, defense, energy, and utilities. We fulfill this promise through our employees, who live Our Values every day, the Transcat Way. Our employees are at the center of the rewarding, challenging, and life-changing work we do for our customers and those they serve. Are you ready to join a company where the work you do makes a difference, and where you can grow in your career?

Here's what Transcat has to offer :

• Work that matters
• A values-based culture where people care about each other and the work they do together
• Flexibility
• Training and development to accelerate learning and career advancement
• Competitive compensation and benefits, including paid time off, health insurance, tuition reimbursement, retirement, stock purchase plan, and more!
• Pay range is $100,000 - $130,000

To drive our growth strategy and to ensure we are laser focused on our customers, Transcat has created a new role dedicated to enhancing our customer experience and ensuring customer intimacy. The Director of Customer Experience is passionate about elevating the experience our customers have working with us and is responsible for designing, leading, and optimizing all aspects of the customer journey, with direct oversight of Customer Service Representatives (CSRs), onsite service scheduling, the recalibration process, and third-party managed services (TMS) partnerships. This role ensures seamless service delivery, operational efficiency, and a consistent, high-quality experience for customers across all touchpoints.

Using data-driven insights to continuously improve the customer experience, the Director will work cross-functionally with sales, operations, marketing, human resources, data management, and leadership to build a scalable customer-centric culture that drives business growth through improved customer satisfaction, loyalty, and retention. The Director must have exceptional communication skills and be highly persuasive and adept at convincing others to pursue a customer-first course of action.

The Director of Customer Experience will model the Company's values to influence others to perform in an aligned manner and will be committed to improving employees' performance and supporting their career progression.

Responsibilities

Strategy Development

Performance Analysis

Leadership and Team Management

Customer Service and Advocacy

Qualifications

Required Knowledge, Skills, and Abilities

Education and Experience

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl. The employee is occasionally required to sit and talk or hear. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The noise level in the work environment is usually moderate.

Equal Opportunity and Non-Discrimination

Transcat is an equal-opportunity employer and prohibits discrimination based on any protected status. As required by United States law, all qualified applicants will receive consideration for employment without regard to age, color, disability, genetic predisposition or carrier status, national origin, race, religion, sex (including pregnancy, sexual orientation, and gender identity), status as a protected veteran, or as a member of any other protected group or activity under federal, state, and local law.

We will make reasonable accommodations for employees with disabilities to enable them to perform the essential functions of their position unless doing so poses an undue hardship to the company or a direct threat to health or safety.

All offers of employment are contingent upon successfully completing all pre-employment requirements, which include verification of identity and employment eligibility, and when applicable, a motor vehicle driving record report.