Director of Customer Experience at Airbase

Rancho Cordova, California, United States

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$100,000 – $120,000Compensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Industrial GasesIndustries

Requirements

Bachelor's degree in business management, marketing, or a related field (preferred)
Minimum of 5 years leading back office, customer service, or business operations (preferably in distribution)
3+ years leading high-performing teams
3+ years in sales, procurement, or eCommerce
Strong, collaborative leadership skills
Critical thinking and problem-solving skills
Strategic planning/project management skills
Adaptive, entrepreneurial mindset
Proficiency in both Google and Microsoft Office suites
Experience with key business systems including SAP, Oracle, Customer Portals, Excel, and integrated reporting systems
Expert knowledge of Customer Service in a decentralized retail distribution environment
Functional understanding of ERP systems and customer lifecycle management

Responsibilities

Develop, communicate, and execute a unified customer service vision across all contact methods to ensure the highest service levels in every channel
Provide leadership to create and execute a region-level customer experience strategy that aligns with organizational goals, focusing on improving the customer experience and reducing churn
Collaborate with regional company leadership, the Business Support Center, and branch associates to identify continuous improvement opportunities and technological enhancements along the customer journey, enhancing customer service and sales support strategies
Implement and drive best practices to optimize the entire customer journey, aiming for an effortless experience that results in increased loyalty, advocacy, and purchases
Actively collaborate across all levels and business units to identify and execute continuous improvement opportunities, develop efficiencies, establish and monitor service quality metrics, and lead regional change management projects
Manage the regional Voice of the Customer (VOC) survey program to develop and implement action plans
Lead efforts with branch and BSC CX teams to minimize customer disputes and improve branch processes like customer onboarding and order fulfillment
Provide leadership for the organization, driving associate engagement and managing performance
Partner with Talent Management to address knowledge gaps through targeted training and CX-oriented recruiting/onboarding materials

Skills

Key technologies and capabilities for this role

Customer Experience StrategyProcess ImprovementChange ManagementVoice of the CustomerService Quality MetricsCustomer Journey OptimizationIssue ResolutionLeadership

Questions & Answers

Common questions about this position

What is the pay range for the Director of Customer Experience role?

The pay range is 100K-120K.

Is this position remote or does it require office presence?

The position is based at the regional office in Rancho Cordova, CA.

What experience and skills are required for this role?

Requires a minimum of 5 years leading back office, customer service, or business operations (preferably in distribution), 3+ years leading high-performing teams, 3+ years in sales, procurement, or eCommerce, plus strong collaborative leadership, critical thinking, problem-solving, strategic planning, and proficiency in Google and Microsoft Office suites.

What is the expected travel requirement for this position?

The role involves 10% travel.

What makes a strong candidate for this Director of Customer Experience position?

A strong candidate has a Bachelor's degree (preferred), 5+ years leading customer service or operations in distribution, experience leading teams and in sales/procurement/eCommerce, plus collaborative leadership, strategic planning, and proficiency in Google/Microsoft Office.

Airbase

Spend management and AP automation platform

About Airbase

Airbase offers a spend management platform that helps businesses manage their financial operations more effectively. The platform includes services such as guided procurement, accounts payable automation, expense management, and corporate card management. These features allow companies to control their spending, streamline procurement processes, and automate accounts payable tasks. Airbase's software is designed to be user-friendly, providing visibility and control over spending for clients ranging from small businesses to large corporations. Unlike many competitors, Airbase also fosters a community for finance professionals through its Slack group, Off the Ledger, where users can share insights and ask questions. The goal of Airbase is to provide businesses with the tools they need to manage their finances efficiently and ensure compliance globally.

San Francisco, CaliforniaHeadquarters

2017Year Founded

$88MTotal Funding

ACQUISITIONCompany Stage

Enterprise Software, FintechIndustries

201-500Employees

Risks

Competition from Amazon Business could threaten Airbase's market share in spend management.

Paylocity's acquisition may disrupt existing client relationships or service offerings.

Rapid AI integration may face adoption challenges, impacting customer satisfaction.

Differentiation

Airbase offers a comprehensive spend management platform with AP automation and corporate card management.

The platform provides real-time insights into spending, enhancing decision-making for mid-market firms.

Airbase's partnership with Sardine enhances fraud prevention, increasing platform security and client trust.

Upsides

AI-powered Touchless AP reduces manual processing time, boosting efficiency and cost savings.

Paylocity's acquisition could expand Airbase's resources and accelerate growth and innovation.

New spend analytics and vendor management features offer better financial control for clients.

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