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Associate Director Customer Service Jobs in Georgia

Honeywell

Director Customer Experience (CX)

Atlanta, GA · On-site

$151K - $190K/yr

The Director will partner closely with Sales, Integrated Supply Chain (ISC), Offering Management, Services, and Customer Experience teams to improve business performance, strengthen strategic ...

Honeywell

Director Customer Marketing

Atlanta, GA · On-site

The Position The Director of Customer Marketing will lead the customer and vertical marketing ... We serve the building, industrial and process sectors with a broad portfolio of services, solutions ...

Infor

Senior Director, Customer Success

Atlanta, GA · On-site

Senior Director, Customer Success Department: SaaS Employment Type: Full Time Location: Atlanta ... This position partners cross-functionally with Sales, Finance, Services, Support, Product, and ...

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Associate Director Customer Service information

What does an associate director customer service do?

An Associate Director of Customer Service oversees the daily operations of the customer service department, ensuring high-quality support for customers and clients. They are responsible for developing strategies to improve customer satisfaction, managing and mentoring customer service teams, and implementing policies to optimize service delivery. Additionally, they analyze performance metrics, handle escalated customer issues, and work closely with other departments to align customer service goals with organizational objectives.

What are the key skills and qualifications needed to thrive as an associate director customer service?

To thrive as an Associate Director Customer Service, you need strong leadership skills, deep knowledge of customer service best practices, and typically a bachelor's degree in business or a related field. Experience with CRM systems, call center technologies, and data analytics tools—along with certifications like Six Sigma or COPC—are highly valuable. Outstanding communication, problem-solving, and team management abilities help you excel in driving performance and fostering a positive work environment. These skills and qualifications are crucial for ensuring exceptional service delivery, efficient operations, and high customer satisfaction.

How does an associate director customer service typically collaborate with other departments to improve customer experience?

An Associate Director of Customer Service frequently partners with teams such as sales, product development, and IT to identify pain points and implement solutions that enhance the customer journey. This collaboration may include participating in cross-functional meetings, sharing customer feedback, and aligning service initiatives with organizational goals. Effective communication and teamwork are essential, as the role often acts as a bridge between frontline staff and senior leadership to drive continuous improvement across the company.

What is the difference between Associate Director Customer Service vs Customer Service Manager?

AspectAssociate Director Customer ServiceCustomer Service Manager
CredentialsBachelor's degree, experience in customer service leadershipBachelor's degree, experience in customer service
Work EnvironmentStrategic planning, cross-department collaborationTeam supervision, daily customer interactions
Employer & IndustryCorporate, retail, or service industriesRetail, hospitality, or call centers
Search & Comparison IntentUnderstanding leadership roles in customer serviceManaging customer service teams

The Associate Director Customer Service typically focuses on strategic oversight and leadership within customer service departments, often working across teams and departments. In contrast, a Customer Service Manager handles daily team management and direct customer interactions. Both roles require relevant experience and are common in similar industries, but the Associate Director role emphasizes strategic planning and higher-level responsibilities.

What cities in Georgia are hiring for Associate Director Customer Service jobs?

Cities in Georgia with the most Associate Director Customer Service job openings:

Associate Director Customer Service jobs near you

Director Customer Experience (CX)

Atlanta, GA • On-site

Honeywell
Furniture Manufacturing • 10K+ employees
Learn more about Honeywellexternal

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 10 days ago

Honeywell rating

8.3

Company rating: 8.3 out of 10

Based on 186 frontline employees who took The Breakroom Quiz

65th of 547 rated manufacturers

Job description


As Director Customer Experience (CX) here at Honeywell Technologies, you will lead the customer experience strategy and execution for the Hospitality Vertical of Building Automation (BA) Americas, serving as the primary CX leader for the Hospitality business. This leader will be responsible for driving customer satisfaction, operational excellence, and cross-functional alignment across the customer lifecycle to ensure a seamless, differentiated customer experience.
The Director will partner closely with Sales, Integrated Supply Chain (ISC), Offering Management, Services, and Customer Experience teams to improve business performance, strengthen strategic customer relationships, and drive transformational initiatives that enhance the overall customer journey. The successful candidate will act as a strategic change agent, leading an established Customer Experience organization while championing customer-centric practices that support growth, retention, operational excellence, and long-term customer loyalty throughout the Hospitality segment.
You will report to the Senior Director Technical Support and work out of our Atlanta, GA, Northford, CT, or Salem, OR location on a hybrid work schedule.
Responsibilities
Key Responsibilities
Customer Experience Strategy & Transformation
  • Execute the customer experience strategy for the Americas Hospitality Vertical in alignment with Honeywell Building Automation objectives and global CX priorities.
  • Identify and implement opportunities to improve customer outcomes, simplify processes, and reduce customer effort across the customer journey.
  • Lead transformational initiatives that enhance customer satisfaction, operational performance, and organizational effectiveness.
  • Partner with Hospitality business leadership to develop and execute strategic initiatives that support growth objectives and Hospitality STRAP priorities.
  • Serve as the voice of the customer, ensuring customer insights influence business decisions, operational priorities, and strategic investments.

Cross-Functional Leadership & Business Partnership
  • Partner with Operations Management, Sales, Pricing, Integrated Supply Chain, Services, and Customer Experience teams to proactively address customer challenges and improve business performance.
  • Influence stakeholders across functions to deliver against customer experience objectives, service commitments, and operating plans.
  • Drive accountability and alignment around customer-focused action plans, performance improvement initiatives, and business commitments.
  • Participate in key business operating mechanisms, including planning reviews, SIOP, supply reviews, and operational governance forums.
  • Ensure customer-facing teams have timely and accurate information to deliver effective customer communications and manage expectations.

Customer Engagement & Voice of the Customer
  • Lead executive customer engagement and business review cadences with strategic Hospitality accounts to identify opportunities, mitigate risk, and strengthen customer relationships.
  • Establish scalable mechanisms to collect, analyze, and act on customer feedback, including both solicited and unsolicited insights.
  • Communicate customer trends, risks, and opportunities to business leaders and stakeholders, driving corrective and preventive actions.
  • Develop and maintain robust accountability and action-tracking processes to ensure customer commitments are executed and closed.

Operational Excellence & Team Leadership
  • Lead, coach, and develop a high-performing Customer Experience organization, fostering a culture of accountability, collaboration, and continuous improvement.
  • Ensure the organization has the talent, capacity, processes, tools, and capabilities needed to support business requirements and growth objectives.
  • Drive adoption of meaningful customer and operational metrics that improve visibility, decision-making, and accountability.
  • Lead annual operating plan (AOP) activities related to headcount, productivity, organizational effectiveness, technology investments, and workforce planning.
  • Present customer experience performance, business insights, and improvement initiatives during leadership and operational reviews.

Digital Enablement & Continuous Improvement
  • Partner with business and technology teams to advance customer support systems, digital capabilities, and self-service solutions.
  • Champion process standardization, automation, and technology-enabled improvements that enhance the customer experience and operational efficiency.
  • Assess industry trends, customer expectations, and market dynamics to identify opportunities for innovation and competitive differentiation.
  • Continuously evaluate organizational effectiveness and operational performance, driving change initiatives where needed.

Qualifications
You Must Have
  • 8+ years of progressive experience in customer-facing and operational functions, including Customer Experience, Customer Service, Order Management, Technical Support, Operations, or related disciplines.
  • 5+ years of experience leading and developing high-performing teams.
  • 5+ years of experience leading cross-functional programs, operational excellence initiatives, or customer transformation efforts.
  • Demonstrated success driving organizational and process transformation in complex, matrixed environments.

The annual base salary range for this position is $151,000 - $190,000. Please note that this salary information serves as a general guideline. Honeywell Technologies considers various factors when extending an offer, including but not limited to the scope and responsibilities of the position, the candidate's work experience, education and training, key skills, as well as market and business considerations.
The application period for the job is estimated to be 40 days from the job posting date; however, this may be shortened or extended depending on business needs and the availability of qualified candidates.
We Value
  • Bachelor's and Master's degrees in Engineering, Business, or a related field.
  • Experience supporting Hospitality, Building Automation, Smart Building Technologies, Building Management Systems, or related industries.
  • Strong program and project management capabilities.
  • Knowledge of SAP, Salesforce (SFDC), customer support technologies, digital transformation initiatives, and service delivery platforms.
  • Experience partnering directly with vertical business leaders to drive customer-focused business outcomes.
  • Ability to communicate complex operational, technical, and customer issues to executive leadership and external customers.
  • Proven success developing talent, strengthening organizational capability, and leading teams through change.
  • Strong business acumen with the ability to balance customer needs and business objectives.
  • Proven ability to manage complex issues, influence stakeholders, and drive results across functions.
  • Strong analytical, problem-solving, and decision-making capabilities.
  • Exceptional communication, presentation, relationship management, and influencing skills.
  • Demonstrated ability to prioritize competing demands and operate with urgency and professionalism.

Benefits of Working for Honeywell Technologies
In addition to a competitive salary, leading-edge work, and developing solutions side-by-side with dedicated experts in their fields, Honeywell Technologies employees are eligible for a comprehensive benefits package. This package includes employer subsidized Medical, Dental, Vision, and Life Insurance; Short-Term and Long-Term Disability; 401(k) match, Flexible Spending Accounts, Health Savings Accounts, EAP, and Educational Assistance; Parental Leave, Paid Time Off (for vacation, personal business, sick time, and parental leave), and 12 Paid Holidays. Learn more.
About Us
Honeywell Technologies is a global, pure-play automation company with a legacy of innovating to help solve the world's most mission-critical challenges, enhancing the quality of life for people and communities around the world. We serve the building, industrial and process sectors with a broad portfolio of services, solutions and products, underpinned by our Honeywell Technologies Accelerator operating system and Honeywell Technologies Forge intelligence layer. By combining the deep domain expertise of our more than 50,000 employees with decades of data from our global installed base, we are uniquely positioned to lead the industrial sector's transition from automation to autonomy.

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About Honeywell

Sourced by ZipRecruiter

Honeywell is charging into the Industrial IoT revolution with the establishment of Honeywell Connected Enterprise (HCE), building on our heritage of invention and deep, on-the-ground industry expertise. HCE is the leading industrial disruptor, building and connecting software solutions to streamline and centralize the assets, people and processes that help our customers make smarter, more accurate business decisions. Moving at the speed of software, we are creating, innovating and delivering solutions fast, challenging the way things have always been done, piloting new ways for all of us to work, and expecting our successes to set new standards for our customers and for Honeywell. The Chief Architect for Honeywell Connected Enterprise will lead a team of architects and system engineers responsible for the design of applications and infrastructure that deliver high value outcomes for customers in industrial, buildings, distribution centers, and aerospace vertical markets. The Chief Architect will work directly with leadership, development teams, and offering management to design well integrated solutions that utilize software platforming to encourage reuse and speed to market.

Industry

Furniture manufacturing

Company size

10,000+ Employees

Headquarters location

Charlotte, NC, US

Year founded

1906

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