Customer Experience Leader

Ingersoll Rand (NYSE:IR) advances the quality of life by creating comfortable, sustainable and efficient environments. Our people and our family of brands—including Club Car®, Ingersoll Rand®, Thermo King® and Trane®—work together to enhance the quality and comfort of air in homes and buildings; transport and protect food and perishables; and increase industrial productivity and efficiency. We are a global business committed to a world of sustainable progress and enduring results.

The Customer ExperienceLeader is responsible for managing the Customer Service teams as well asdeveloping the Customer Experience strategy including identity, standards andtraining within the HVAC Parts and Supply Solutions SBU to deliver on ourpurpose to delight customers every time. The Customer ExperienceLeader will either manage directly or have direct reports supervising theteams. The Leader is expected to develop a deep intimacy of thetasks and workflows being able to perform the work if needed. The key area of focuswill be to delight customers with each interaction whether external orinternal. This would include helping to build our Customer Servicestandards, training and culture, essentially our SBU’s Customer Serviceidentity. Regardless of how customers connect with us, whether it beface-to-face, phone, online or mobile, the expectation is that our customerswill have a consistent, rewarding experience.

* Leveraging the customer feedback and VOC programs along withCustomer Insight, engaging the functions and field leaders to identify keyopportunities to improve the Customer Experience. Establish metrics to measureimprovement and recognize CSI performance. * Reinforce the brand promise through all aspects of the CustomerExperience, defining and integrating the value proposition and expression atall levels of the organization. * Develop and manage the Customer Experience maturity path androadmap, prioritizing and gaining alignment across functions on strategies toimprove culture, programs, processes and systems to improve the CustomerExperience. Align reward and recognition programs to drive desired behaviorsand results while working with Sales and Marketing on field programs. * Collaborate with functional leaders to manage key customer supportteams and processes (i.e., Technical Support, Retail Operations) to enhanceproductivity and improve the Customer Experience. * Lead communications in support of the Customer Experiencethroughout the SBU, with sister HVAC SBUs and the enterprise, as well asshowcase best practices in external forums. * Have a detailed understanding of the work and processes of theteams they are directly leading. Drive continuous improvement with alean mindset to eliminate waste, increase productivity and improve the customerexperience.

* 4-Year technical related business degree required. MBA preferred. 5 years of related work experience. * Business acumen & financial competence; strong general management skills and ability to assess and develop long-range strategies and plan **Key Competencies:** * Exceptional people skills; ability to work in highly matrixed environment and a natural leader * Senior level communications skills * Strategic focus on long-term, sustainable fast growth environment, and ability to translate that into clear execution plans * Alignment with other business leaders across multiple sectors, business streams, and territories