Head of Customer Experience

Why Ansell At Ansell we stay two steps ahead of workplace risk to deliver innovative safety solutions that enhance peoples quality of life. As a global leader in protection solutions we design and develop a wide range of products including gloves clothing and other protective gear to keep workers safe and productive across industrial medical and consumer applications.

Discover more about our company our people and our values by visiting us at Ansell.

Ansell is looking for a Head of Customer Success to join our team in Iselin NJ!

The base salary range for this position is $200000 to $275000 U.S. Dollars per year

Specific salary for this role may vary within this range based on many factors including geographic location candidate experience and skills. Candidate may also be eligible for additional compensation and/or benefits.

In this position you will play a vital role in leading the future of Customer Experience across North America! Drive transformation quality and customer advocacy as a key member of the Americas Leadership this pivotal role youll shape the strategy and execution of Customer Success Service and Regional Quality across the U.S. and Canada championing a culture of excellence and innovation that elevates every customer interaction.

As the voice of the customer across the organization this leader will oversee all major customer-facing functions including Customer Service Business Services Quality & Complaint Management and Customer Advocacy ensuring seamless consistent and high-quality experiences throughout the customer journey.

This position requires a proven track record of leading customer experience service or advocacy organizations combined with strong commercial insight and strategic acumen. The ideal candidate brings an exceptional customer-first mindset collaborative leadership style and the ability to translate insights into actionable strategies that enhance satisfaction strengthen loyalty and deliver measurable business results.

What benefits and opportunities does Ansell offer

• Competitive compensation plan including a performance based annual incentive.

• Flexible and hybrid work model.

• A culture of belonging and inclusion collaboration thrives and everyone feels seen heard and empoweredacross our global community.

• Ansell University LinkedIn Learning and Mentorship programs to develop professional and interpersonal skills.

• Opportunities to advance and grow within the company through LinkedIn Learning and Mentorships.

• Health Benefits: medical dental vision short term and long- term disability and wellness programs

• 401-k plan with company match

• Paid time off (vacation sick and personal days) 14 paid holidays

• Continuing Education Reimbursement

• Summer Fridays

• Regional Belonging & Inclusion Networks

• Green office concept and a global mission of sustainability

What your role will be

• Shape and lead the regional customer experience strategy establish clear goals standards and service-level expectations across all divisions in North America to deliver consistent customer-centric results.

• Drive operational excellence through the identification and management of key customer experience drivers such as On-Time-In-Full (OTIF) Speed to Answer Abandon Rate First Call Resolution Case Closure Time and Customer Lifetime Value.

• Develop measurable strategies to elevate service quality efficiency and responsiveness while strengthening brand reputation and recognition.

• Lead digital transformation transition from traditional manual processes to a modern proactive and technology-enabled engagement model leveraging data AI and automation to enhance satisfaction and advocacy.

• Collaborate cross-functionally with Field Sales Channel Management S&OP Logistics IT and Supply Chain to streamline operations improve communication and ensure the organization delivers a frictionless customer experience.

• Serve as the subject matter expert on industry-leading customer advocacy and engagement strategies setting the standard for service excellence and innovation.

• Partner with Sales and Marketing to maximize revenue opportunities and strengthen loyalty through ownership of NPS/CSAT programs and related customer feedback initiatives.

• Oversee financial management forecast requirements develop and manage annual budgets analyze performance against targets and implement corrective actions where needed.

• Benchmark and implement best practices by researching and recommending policies and processes that enhance customer experience and operational effectiveness.

• Collaborate with regulatory and quality teams to ensure all Customer Service processes comply with FDA Health Canada ISO and other applicable regulations and certifications.

• Engage in supply and demand planning with Distribution Management to optimize customer supply inventory decisions and value-added service delivery for distributor partners.

What will you bring to Ansell

• Relevant experience within a distribution environment is preferred with medical or industrial products.

• A proven track record with 8 years of successful managerial experience in Customer Service contact center with in-bound outbound and/or sales related functions.

• Solid and proven leadership skills including expertise in performance management & change management.

• Strong customer-focus and excellent interpersonal skills to build trusted relationships with individuals at all levels of an organization.

• Superior written and oral communication skills including presentation skills. Ability to empathize earn trust and influence internal and external stakeholders.

• Effective project management and expectation setting skills and the ability to prioritize and delegate task execution.

• Detail oriented highly organized with the ability to manage multiple and concurrent priorities.

• The ideal candidate should have demonstrated expertise in customer service and advocacy as well as in technology-enabled customer experience strategy development and management.

• Experience with One ERP tools and transitioning customer service functions to proactive customer advocacy and engagement using technology is highly desirable.

Join us to lead the world to a safer future apply today!

Equal Opportunity Employer:

Ansell is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee based on race color religion creed national origin or ancestry sex age physical or mental disability veteran or military status genetic information marital status parental status or any other legally recognized protected basis under federal state or local law. The information collected by this application is solely to determine suitability for employment verify identity and maintain employment statistics on applicants. Applicants with disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Ansell. Please inform the companys personnel representative if you need assistance completing this application or to otherwise participate in the application process.

Ansell is an EO Employer M/F/Vets/Disabled and other protected categories.

Our Commitment to Belonging and Inclusion:

Ansells vision is about creating safe spaces where all perspectives are valued alongside individual contributions. When we say that everyone deserves to belong feel included and empowered at work. its not just words. We want applicants to know that we endeavor to create an inclusive environment that will consider all regardless of age gender background disability veteran status or experience alone! Its what drives Ansell as an organization towards a workforce that reflects the communities in which we operate its what drives us to serve our customers and stakeholders with pride and its what differentiates Ansell.

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