Home Improvement, Direct Response Call Center Director

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Job description

About Us:
Every person on the planet dreams of a better home. And at LIXIL, we're committed to making better homes a reality for everyone, everywhere. We make it happen with pioneering water and housing technology solutions. Home to world leading brands like INAX, American Standard, GROHE, TOSTEM and many more, we touch the lives of more than a billion people each day, transforming houses into homes.

Our planet is the home we all share. So how we do business matters. Our inclusive and empowering culture, entrepreneurial spirit and commitment to having a positive impact on the planet are integral to our business strategy.

LIXIL today is on a journey of transformation. The world around us is changing. Technological advances. Evolving needs. New demographics. Shifting expectations. These changes serve as opportunities for solutions to be discovered, and to unlock progress for all.

We invite you to make this journey with us. It is as challenging as it is inspiring. Together we can shape the future of living. We're a home for growth, for imagination, for creativity. A home for your talent and ambition.

A home for everyone.

Overview:
American Standard Home Services, part of LIXIL, is searching for a Home Improvement, Direct Response Call Center Director who will develop inside sales and consumer contact strategy, direct operations, and be accountable for the achievement of related business targets.

This role will have primary responsibility for developing world-class home improvement inside sales operations and implementing delightful, technology-forward consumer experiences that improve business performance. The Consumer Engagement Leader will cultivate leaders and future leaders and establish a team culture that embraces experimentation and that is highly motivated to deliver performance that exceeds targets.

American Standard Home Services is one of the largest direct-to-consumer home improvement businesses in America. We offer American Standard shower remodel and senior bathing solutions nationwide. Already operating at scale, we will double the size of our business within five years. We're looking for a leader who is eager to play a major role in making that happen.

Responsibilities:
Define and execute the strategic vision, growth, direction, coordination, and evaluation of the consumer experience delivered through the direct-to-consumer Contact Center

Build performance management and incentive programs that have high-impact and that are scalable with a growing operation

Own the automated engagement stack of software solutions. Scope, negotiate, integrate, and implement cutting edge messaging technology to provide business insights, increase customer retention, increase customer conversion, and automate communication.

Maintain practices that support compliance in key areas of responsibility e.g. TCPA, DNC, and CAN-SPAM

Hold teams accountable for delivering against key performance indicators including Issue Rate on Leads, customer satisfaction, Net Promoter Score, staffing utilization, team member retention and development, and financial performance

Provide leadership and strategic direction to leaders to attract and retain top talent, and developing future leaders in the organization

Champion change within the Contact Center; lead the team in generating new ideas for continuous improvement; and continuously develop knowledge and processes to improve the consumer experience, employee satisfaction and retention, and Contact Center cost per Issued Appointment

Participate as a member of the Home Services business leadership team to assist with the development of overall business strategy and execution of business plans across functions. Provide regular updates to senior leadership teams

Qualifications:
BS/BA degree in Business, Economics, Marketing, Communications or related field

10 years of experience working in marketing, sales, or contact center roles

5-8+ years in leadership roles spanning a combination of marketing, sales or contact center teams

5+ years of experience in direct response and/or lead generation industries, with strong preference for experience with in-home sales business models

5+ years background implementing compliance practices related to TCPA, DNC, and CAN-SPAM

Business-owner mindset; take initiative and get things down with a focus on results

Sound persuasion and negotiation skills; ability to build trust, rapport via telephone and email and in-person.

Strong problem identification and resolution skills.

Detail-oriented, with an ability to prioritize activities appropriately to maximize results.

Self-motivated with the ability to take direction and work independently with little supervision

Hiring Range:
The Hiring Salary Range for this position is $(phone number removed)-$(phone number removed)

annually.

(Salary offer to be determined by the applicant's education, experience, knowledge, skills, location, and abilities, as well as internal equity and alignment with market data.)

Other Compensation (if applicable): This role will be eligible to participate in the annual Short Term Incentive plan.

EEO Statement:
AS, AMERICA INC. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, ancestry, sex, sexual orientation, gender identity, national origin, genetics, disability, marital status, age, veteran status, domestic partner status, medical condition or any other characteristic protected by law. Only at LIXIL's request preferred vendors may be invited to refer talent for specific open positions. In such cases, a current and fully executed agreement with LIXIL must be in place.

Recruitment & Staffing Agencies: AS, AMERICA INC does not accept unsolicited resumes from any source other than candidates. The submission of unsolicited resumes by recruitment or staffing agencies to AS, AMERICA INC. or its employees is strictly prohibited unless contacted directly by AS, AMERICA INC. internal Talent Acquisition team. Any resume submitted by an agency in the absence of a signed agreement will automatically become the property of AS, AMERICA INC. and will not owe any referral or other fees with respect thereto.

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