Summary: Kamps is seeking a highly skilled and experienced Director of Customer Experience to join our team. The successful candidate will be responsible for developing and implementing strategies to enhance the overall customer experience. This includes driving quality, on-time delivery, operational effectiveness, and executing best practices across our operations. This role requires a strong understanding of customer needs, process improvement methodologies, and a proven track record of delivering results and building successful customer relationships in the manufacturing industry.
Essential Duties and Responsibilities:
- Develop and implement a comprehensive operational excellence strategy to drive industry leading performance in quality, on-time service execution, and overall customer experience.
- Lead cross-functional teams to identify areas for improvement, analyze processes, and develop solutions to enhance the customer experience.
- Establish and implement key performance indicators (KPIs) and metrics to measure the effectiveness of operational initiatives, customer satisfaction, and use data-driven insights to continuously improve customer-related initiatives
- Assist with improving customer loyalty by following up on customer issues and obtaining feedback on service from them
- Collaborate with operations managers to streamline workflows, optimize resource allocation, and improve overall operational performance
- Collaborate with sales, marketing, and operations teams to ensure alignment on customer needs and priorities, and to drive cross-functional initiatives to address customer challenges and opportunities
- Drive a culture of continuous improvement by fostering collaboration, empowering employees, and promoting a mindset of innovation and efficiency
- Stay up to date on industry trends, best practices, and emerging technologies related to manufacturing operations, and incorporate relevant advancements into operational improvement initiatives
- Support a safety-first culture by promoting adherence to safety protocols, identifying and mitigating risks, and ensuring compliance with regulatory requirements
This list of duties is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that senior management may deem necessary.
Qualifications/Skills:
- Bachelor’s degree in Engineering, Operations Management, Business Administration, or related field.
- Minimum of 5 years of experience in operational excellence, lean manufacturing, or process improvement roles within the manufacturing or packaging industry
- Proven track record of leading successful operational improvement initiatives, delivering measurable results in customer satisfaction and quality improvement
- Strong analytical skills with the ability to collect, analyze, and interpret data to drive decision-making and problem-solving
- Excellent leadership and communication skills, with the ability to effectively influence and engage stakeholders at all levels of the organization
- Demonstrated project management experience, including the ability to prioritize tasks, manage timelines, allocate resources effectively, and drive results
