Director, Customer Experience

Overview: Who we are— 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 Position Summary 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 • Create and implement customer service strategies, policies, and processes to achieve business objectives and improve the customer experience Performance Analysis • Monitor and analyze customer satisfaction data and key performance indicators (KPIs) to identify trends, pinpoint areas for improvement, and drive actionable solutions • Partner with Regional Sales team management for alignment on the understanding of our customers’ experiences and needs • Partner with the Data Management team to develop, track, and roll out meaningful KPIs for CSRs, onsite scheduling, recalibration, onsite retention, and TMS services • Ensure KPI dashboards and reports provide actionable insights to drive decision-making and performance improvements • Report on performance trends, root cause analysis, and improvement actions to senior leadership Leadership and Team Management • Lead, coach, and develop, a high-performing Customer Service team (each member of which reports to the lab manager across 30+ labs) to deliver exceptional service and enhance customer intimacy; set performance standards and foster employee engagement to exceed performance targets • Lead and manage the Administrative Support Team to ensure uniformity in practice and performance • Establish clear ownership and accountability for onsite scheduling, recalibration workflows, and TMS partner management • Foster a customer-first culture built on responsiveness, empathy, and problem resolution • Model the Company’s values to influence others to perform in an aligned manner • Complete and deliver accurate, thorough, and prescriptive employee performance reviews on the required timeline Customer Service and Advocacy • Serve as the voice of the customer, bringing customer feedback and concerns to internal departments to influence product development and service improvements • Put in place customer-facing actions that meet the highest customer service best practices and standards • Provide call listening feedback for improvement or upsell opportunities • * Oversee customer scheduling to ensure optimal resource allocation and timely service delivery • Monitor customer retention to drive repeat service engagement, address at-risk accounts, and enhance long-term customer relationships • Own the service notification process, ensuring compliance with quality standards, turnaround time goals, and best practices • Partner with Regional Service Managers to address service delivery challenges in the field • Work cross-functionally to meet customer needs and resolve customer issues effectively, creating and managing efficient and scalable processes Qualifications: Required Knowledge, Skills, and Abilities • Proven leadership and people management skills, with the ability to inspire, develop, and motivate a large team across 30+ locations without direct reporting lines • Skilled in KPI development, tracking, and data analysis • Strong ability to quickly, creatively, proactively, and effectively use data and sound judgment to devise solutions to complex customer issues and business opportunities and challenges • Customer-first mindset with proven ability to enhance the customer journey • Strategic thinking and visioning • Passion for exceeding expectations • Exceptional oral and written communication and stakeholder management skills Education and Experience • Bachelor’s degree in Business Administration, Operations, or a related field (Master’s degree preferred) • 8+ years of experience in customer service, operations, or service delivery management, with at least 3 years in a leadership role • Proven track record in process ownership, operational optimization and scalability, and managing cross-functional initiatives • Demonstrated ability to own and optimize customer service processes, including scheduling, call responsiveness, and third-party service management • Experience partnering cross-functionally with sales, operations, marketing, human resources, and data teams to drive customer satisfaction and performance excellence • Proficiency with CRM systems, scheduling tools, and customer service platforms 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. Contingencies 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. Apply tot his job