Director of Customer Experience

For more than 50 years, we have been committed to providing trusted security solutions and exceptional service to our customers. We are looking for an experienced, people-focused Director of Customer Experience to lead our customer-facing and inside sales teams, strengthen relationships, and help drive our continued success.

This is an exciting opportunity for a strong leader who enjoys developing people, improving processes, solving problems, and creating a positive experience for both internal and external customers.

About the Role

The Director of Customer Experience is responsible for leading, managing, training, and motivating their teams to execute and advance the company’s overall sales strategy. Working closely with the sales team and other departments, this individual will ensure responsive, reliable support while keeping customer satisfaction and company goals at the forefront.

What You'll Do

• Provide leadership for the daily operations of Technical Support, Advanced Technical Specialist, Customer Service, SecureCom Customer Service, Customer Outreach, Reception, and Inside Sales while maintaining focus on the company’s strategic goals.
• Work directly with leadership to establish strategies, develop tactics, and support overall company goals.
• Maintain appropriate staffing in all areas of responsibility with qualified, productive personnel.
• Manage, train, and motivate direct reports to achieve individual and team objectives.
• Respond to sales staff inquiries regarding pricing and price levels, order status, and account status. Address questions and work toward effective resolutions.
• Build trusting, supportive relationships with direct reports.
• Lead and direct staff through selection, evaluation, and development to achieve corporate goals and objectives.
• Provide project forecasting for purchasing and production by partnering with the sales team to support initiatives. Oversee specific larger dealer standard-part forecasting.
• Serve as DMP’s GSA Contract and Compliance Administrator, facilitating and participating in annual audits while upholding our Quality First, Quality Fast policy.
• Assist with international sales efforts.
• Guide and assist with dealer-level adjustments throughout the year, including general price-level modifications at year-end.
• Review timecards, manage PTO requests, and coordinate staffing requirements to meet customer demand.
• Administer disciplinary and performance-related corrective actions.
• Adhere to the DMP Data Classification Standard.

What We're Looking For

The ideal candidate is an organized, motivated leader who can bring out the best in people while managing multiple priorities in a fast-paced environment.

Qualifications and Skills:

• Minimum of 2 years of experience working in a sales staff management capacity.
• Proven leadership ability to influence, develop, and empower employees to achieve objectives through a team-focused approach.
• Excellent organizational skills, with the ability to prioritize projects and meet deadlines.
• Excellent verbal and written communication skills.
• Strong attention to detail and a high degree of accuracy.
• Self-motivated and self-disciplined, with the ability to work in a fast-paced environment and manage the stress associated with multiple tasks, deadlines, and people requiring or awaiting information.
• Ability to work cooperatively with others throughout the department and company.
• Willingness to accept and benefit from constructive criticism.
• Exceptional problem-solving skills.

Why Join Our Team?

Be part of an established security manufacturing company with more than five decades of experience, a strong foundation, and a commitment to continued growth. You'll have the opportunity to make a meaningful impact by developing people, strengthening customer relationships, and helping shape the customer experience across the organization.

If you're a hands-on leader who values teamwork, customer service, and continuous improvement, we'd love to hear from you!

EOE/Vet/Disabled

Additional information

Onsite medical clinic for employee, spouse and family members 18 and under living at home; Medical, Dental, 401k, Life Insurance, Short and Long Term Disability, paid vacation/holidays, plus some not so usual (free security system, free UPS shipping), so you don't have to worry about self or family.