VP of Customer Experience

Position Overview

This position exists to provide consistent post-sale customer support while offering leadership and strategic direction to technical, customer service, and quality resources. It plays a key role as a member of the Senior Leadership Team at Superior Essex Communications.

Key Responsibilities

• Lead a multifunctional team encompassing Engineering Services, Product Engineering, Warranty and Customer Assurance, Customer Service / Inside Sales, and Plant Quality Operations.
• Set strategies for customer technical support, customer service, quality operations, and management of standard BOMs and specifications.
• Oversee the Superior Essex Customer Service / Inside Sales organization.
• Manage quality system execution, maintenance, and registration.
• Collaborate with finance on annual cost changes and frozen standards.
• Develop close relationships with Sales, Product Management, Operations, and Product Development.
• Lead efforts to respond to customer complaints in a timely manner.
• Oversee engineering product analysis for Buy American/Buy America compliance and ensure overall system compliance.
• Set budgets and manage capital and human resource requirements at the division and plant level.
• Participate in executive oversight of the product development process.
• Manage change processes, including ECNs, ECRs, and part number changes.
• Oversee all extended and custom warranty programs.
• Provide executive oversight over all RMAs and claims processes.

Required Qualifications

• Excellent written and oral communication and presentation skills.
• Ability to lead and mentor a multidisciplinary team across the United States.
• Proven ability to present complex information to top management, customers, and vendors.
• Strong problem-solving and analytical skills with the ability to define problems, collect data, and draw valid conclusions.
• Bachelor's degree in Engineering or other technical disciplines.
• 15+ years of industry experience with exposure to communications products and a broad range of functions (operations, quality, and engineering).
• Experience in customer interactions and support operations.
• Computer Equipment and Software Requirements: Functional working knowledge of Microsoft Excel, PowerPoint, and Word.

Preferred Qualifications

• ASQC certifications in quality management or auditing are desirable.