Aeris Communication

Director of Customer Experience Design & Strategy

Job Locations US-CA-San Jose
Job ID
2018-1347
Category
Customer Success


The Internet of Things (IoT) will unlock trillions of dollars in value over the next 10 years as 50 billion devices are brought online. Aeris is at the forefront of this industry, building networks and applications to enable Fortune 500 clients like Chrysler, Honda and Bosch fundamentally improve their businesses. Headquartered in Silicon Valley with offices in Chicago, London, Delhi, and Tokyo as well as other markets.  We rank among the top ten cellular providers for the IoT globally, powering critical projects across energy, transportation, retail, healthcare and more.

 

Built from the ground up for IoT and road-tested at scale, Aeris IoT Services are based on the broadest technology stack in the industry, spanning connectivity up to vertical solutions.  As veterans of the industry, we know that implementing an IoT solution can be complex, and we pride ourselves on making it simpler.

 

Our company is in an enviable spot. We’re profitable, and both our bottom line and our global reach are growing rapidly. We’re playing in an exploding market where technology evolves daily and acquisitions / consolidations happen left and right. We’ve got a stellar, strategic management team who find joy in working together and are executing effectively across the board.

 

 A few things to know about us:

 

  • We put our customers first. When making decisions, we always seek to do what is right for our customer first, our company second, our teams third, and individual selves last.
  • We do things differently.  As a pioneer in a highly-competitive industry that is poised to reshape every sector of the global economy, we cannot fall back on old models. Rather, we must chart our own path and strive to out-innovate, out-learn, out-maneuver and out-pace the competition on the way.
  • We walk the walk on diversity. We’re a brilliant and eclectic mix of ethnicities, religions, industry experiences, sexual orientations, generations and more – and that’s by design. We see diverse perspectives as a core competitive advantage.
  • Integrity is essential. We believe in doing things well – and doing them right. Integrity is a core value here: you’ll see it embodied in our staff, our management approach and growing social impact work (we have a VP devoted to it).  You’ll also see it embodied in the way we manage people and our HR issues: we expect employees and managers to deal with issues directly, immediately and with the utmost respect for each other and for the Company.
  • We are owners. Strong managers enable and empower their teams to figure out how to solve problems. You will be no exception, and will have the ownership, accountability and autonomy needed to be truly creative.


The Director of Customer Experience Design & Strategy will work with Aeris internal teams, partners, and customers to ensure that Aeris is delivering best in class customer experience and support for Aeris’ automotive customers.  In this position, you will define and execute your plan to provide a new level of customer experience through multiple channels: care centers, web tools, mobile applications, and more.  You will conceptualize every detail, collaborate with stakeholders, and drive the finished product to success – literally putting your mark on our company. 

 

You will need to have a holistic approach to Customer Care: strategic, tactical, creative, and metric-driven to be successful.  You understand consumer behaviors and industry trends to define a strategy to bring the vision of an integrated customer experience to life.

 

Duties and Responsibilities include but not limited to:

  • Own the design and execution of the Aeris customer experience for our automotive customers
  • Collaborate with internal stakeholders to define the right channels and technology solutions
  • Collaborate with internal stakeholders to design all aspects of the customer experience and support solution:
    • Assess tools, channels, partnerships, and vendors to leverage
    • Work with internal development team to create the technology support tools
    • Work with internal teams to shape Aeris services for an exceptional customer experience
  • Vendor strategy management:  define and develop new support programs and initiatives
    • Create customer support scripts, playbooks, and competencies with contact center vendor
    • Manage relationship including compliance with stated performance goals and quality assurance
  • Gain consensus across teams including engineering, operations, marketing, and sales
  • Conduct design thinking workshops with stakeholders to drive a customer experience roadmap
  • Drive vision, alignment, timeline and resource allocation for the care program
  • Define, evaluate, and quantify the feasibility of customer experience ideas
  • Continual improvement of care solution after launch
  • Define the onboarding process to the care solution for new service programs


  • Bachelor degree in a business related discipline or engineering, MBA a plus
  • Minimum of 7 years of user experience and business process design
  • Ability to apply innovation and out of the box thinking to develop a new approach to customer experience
  • Big picture thinker who can execute the implementation of a program from ideation to launch
  • Experienced in delivering complex projects around customer experience and support programs
  • Experienced with and knowledgeable of how contact centers and customer support processes work
  • Customer/partner management experience
  • Experience with web based and mobile technologies for communicating with customers
  • Experienced with analytics and metrics to assess customer experience program

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