ATCC is seeking a Director, Customer Relations to work a hybrid schedule in Manassas, VA.  Must have undergraduate degree and 12+ years of experience plus supervisory background.  

The Director, Customer Relations is responsible for the strategy, planning, and execution of the organization’s overall customer experience goals. They champion a customer-centric culture to achieve greater customer satisfaction, increased efficiency, and profitability. They successfully influence other department leaders to ensure all other teams contribute equally to providing customers a seamless experience across multiple touchpoints. 

The Director, Customer Relations is responsible for driving industry best-practices to continuously improve the customer experience. They leverage structured problem-solving to deliver data-driven solutions in alignment with the overall organizational strategy. They engage and empower employees at all levels to adeptly resolve issues, implement corrective actions, and proactively improve processes.     

1. Strategically lead the Customer Relations team to enhance performance by setting clear key performance indicators (KPIs), establishing forums and cadence to monitor performance, and determining appropriate action plans to meet performance standards.
2. Create and implement an analytics strategy for best-in-class service delivery. Leverage existing and additional relevant technologies for reporting and analytics across Customer Relations and other customer-facing channels.
3. Foster a collaborative environment with all other business functions to consistently deliver a seamless end-to-end customer experience. Promote communication and prioritization with key stakeholders to maintain alignment across the value stream.
4. Champion efficient and scalable processes to achieve goals and objectives of the department related to order processes, customer inquiries, and issue resolution. Implement agile structures that can respond dynamically to business needs. 
5. Leverage Voice of Customer (VOC) to develop strategies and recommendations for continuous improvement and the overall operation of the department. Ensure the business integrates predictive analytics to capture the evolution of customer expectations for products and services.
6. Oversee Customer Relations performance metrics and prepare monthly/quarterly reviews for executive leadership. Interact at the executive level to proactively advocate for solutions and managing the customer escalation process.
7. Ensure strategic training plans are created for onboarding, retaining, and developing employees. Coach and counsel employees including goal setting, personnel management, and leadership.
8. Develop and operate within the department budget with consideration to organizational growth and future needs. 

Education and Experience:

• Bachelor's degree and 12 or more years' experience, including 6 or more years' supervisory experience or equivalent experience.
• Experience working in mature Quality Management Systems and knowledge of standards such as ISO 9001, ISO 13485, or equivalent
• Lean, Six Sigma, PMP, or equivalent experience
• Demonstrated experience in fast-paced, high volume, and complex business environment in customer relations role or equivalent (must have)
• Proven track record of achieving and exceeding goals and KPIs
• Strong analytical and problem-solving skills with the ability to develop quick, accurate situational awareness
• Enterprise-ready, solution-oriented mindset to understand and solve complex customer issues
• Experience and comfort interacting with and influencing C-suite executives
• Strong written and verbal communication skills with an understanding of situational best practices
• Excellent presentation skills
• Experience with data and analytics

Knowledge, Skills and Abilities:

Other Duties:

• Perform other duties as assigned.

Founded in 1925, ATCC is a non-profit organization with a mission to acquire, authenticate, preserve, develop, standardize, and distribute biological materials and information for the advancement and application of scientific knowledge.

ATCC is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.