Director of Customer Experience

DATIS is seeking a Director of Customer Experience to lead our HCM and Payroll Software Support and Professional Services teams. DATIS offers a small and innovative company atmosphere that enables our employees with the tools they need to succeed in producing impactful work.

If you are results driven, passionate about helping others find strategic solutions to their challenges and have an inherent hospitality mindset to provide positive experiences, then we have the job for you. This position is one that requires a data driven approach, staff motivation and mentoring, professional skill development of team members, researching customer concerns, and ensuring excellent customer experience.

You should possess a passion for customer service – creating a positive, yet accountable environment in which team members can confidently provide predictable and timely quality support.

What would you do all day?

  • Lead a growing department of degreed professionals in the field of Human Resources and Payroll who are supporting a SaaS system
  • Manage, staff, develop, and align resources for the Center of Excellence (COE) call center, ensuring SLO, SLA, and NPS requirements are met.
  • Function as the voice of the customer and provide internal feedback on how DATIS can better serve our customers
  • Engage with customers on a regular basis to ensure receipt of excellent service and facilitate issue resolution for escalated issues, engaging necessary technical support and ensuring appropriate follow-up.
  • Create and foster an environment that leads to a highly engaged and productive workforce by providing direction, guidance, and support to the team in order to deliver on our service promise to be a dedicated partner and earn the clients' business for life.
  • Evaluate existing call center processes and implement continuous improvements, in terms of efficiency of support processes, customer satisfaction, metrics, goal standards, and application of tools for monitoring, management, and optimization
  • Ensure Salesforce and other center tools are correctly configured to effectively support customers and report necessary data required for effective department management
  • Enthusiastically build relationships and engage across the organization to increase understanding of customer needs, product functionality, and organizational capabilities and drive the issue resolution process and customer success outcomes.

It's essential that you have:

  • A solid understanding of HCM and Payroll business processes
  • Experience managing SaaS software support teams
  • PMP Certification or willingness to obtain a PMP
  • Experience with Salesforce and leading a metric driven customer support organization
  • Ability to travel 30%

It's preferred you have:

  • CPP, SHRM, or PHR certification

Who We Are:

The purpose and passion of DATIS is building better software to support the missions of organizations that impact lives for social good.

We provide a completely unified HR and Payroll SaaS platform that enables health and human services organizations to increase visibility, maximize resources, and better achieve their mission.

Though founded over 20 years ago, we operate like a start-up: fast-paced and rapidly growing. The DATIS team is intense and passionate about what we do, and we work with freedom and responsibility in a casual environment. If you're a team player who is resourceful, committed to results and unafraid of a challenge, you'll be a great fit for DATIS.

What are the benefits?

DATIS recognizes that our employees are central to our success. We offer a comprehensive benefits package including 100% employer paid medical insurance, 401k plan with company match, unlimited PTO, student loan reimbursement, paid parking, and more.

As a part of the application process, candidates are asked to complete an assessment by The Predictive Index. We consider the results as one factor alongside other qualifications.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.