Mindr and our family of brands have helped millions of individuals to live and drive responsibly. Intoxalock, a subsidiary of Mindr, is the country's largest ignition interlock provider (IIDs) in the United States and the only company working to assist individuals in successfully navigating the often-daunting DUI process. For more than 30 years, Intoxalock has helped millions of people get back on the road safely after a DUI, prevent impaired driving, and save lives.

We are proud to have pioneered alcohol-specific fuel cell technology that sets the industry standard. We provide products and services to consumers and program monitoring authorities to effectively deter impaired driving and support individuals as they navigate the license restoration process. We assist customers who are required to install an IID to regain their driving privileges after a DUI incident. We are headquartered in Iowa, operate in 48 US states, and have over 5,000 installation locations across the country, allowing us a strategic advantage in the marketplace, where our customers can find a convenient location within minutes from where they live or work.

We hire people who we expect will produce exceptional results, inspire positive change within the company and deliver amazing service to our clients, which includes consumers, attorneys, state associations and more. We are a workplace you can be proud of. We've been named a Top Workplace several years running and again in 2024 for national employers. Our products stopped an average of 26,000 intoxicated start-ups each month and 29 million in the last decade.

We are hiring a Director IID Customer Experience and Service-Remote.

The Director is responsible for providing leadership, direction and driving optimal operational efforts within the Customer Experience department. This role manages the day-to-day operations, including achievement of service level agreements and continuous development of leadership influenced by the MIndr values. This role leads the strategic direction of Customer Experience department to continue to optimize service, minimize cost, adapt to evolving and growing business needs and drive customer satisfaction to a best in class level.

Duties and Responsibilities:

• Manages daily operational activities driving ongoing improvements related to responsiveness, first-call resolution, service-level, cost and efficiency gains.
• Use analytics, data and business knowledge to drive continuous improvement.
• Participate in weekly monitoring/calibration sessions; ensure alignment across work groups on possible interpretations.
• Establish, review, and update processes and behaviors for team members to respond to, and resolve customer issues in a manner that produces an improved customer experience and eliminates the need for repeated contacts.
• Partners with other departments to share customer experience learnings to drive better service offerings.
• Closely monitor insources/contract agent performance details and lead colleagues on coaching practices and performance improvement plans to develop front-line colleagues to be best in class.
• Act as a champion for customer service applications including web sites, mobile app, IVR systems and agent tools.
• Plans and manages department forecasting and budget.
• Develops and communicates strategic direction of the department to drive improved customer experience across call center, chat, text, email and self-service channels.
• Personifies the Mindr values that inspires confidence among all Mindr colleagues and particularly the CX team and Mindr leadership.
• Develop bench strength on CX leadership team that enables continued growth, operational focus and scalability of the function.
• Exhibits high operational acumen and an innovative/nimble mindset.

Job Requirements:

• A minimum of 10 years experience in managing Call Center operations, preferably in an inbound Customer Service capacity.
• People-first leader who has experience conducting crucial conversations & developing junior leadership to the next level.
• Experience with multiple interactive contact channels including: voice, email, chat, text, etc.
• Ability to lead, develop and motivate a team of remote team members to be customer focused and cost aware.
• Extremely strong organizational, planning and problem-solving skills with the ability to prioritize multiple issues and produce viable solutions.
• Use of critical thinking and judgment skills, along with demonstrated high EQ skills.
• Excellent oral and written communication skills and the ability to effectively communicate to a broad customer base: both internal and external.
• A sense of urgency, a strong work ethic, and a positive attitude that inspires confidence.
• Ability to think and plan towards short term and long term strategic goals.
• Excellent computer skills required and knowledge of Contact Center technology.

Why work for us?
Check out this list of a few of the many good reasons why we are a Top Workplace:
• Salary range is $113,000-$150,000 depending on experience + potential 15% annual bonus incentive + 401(k) + benefits.
• We are the nation's largest interlock provider, and our Mission is to help people live and drive responsibly.
• Mindr won the 2023 Top Workplace Award locally and nationally-and 2024 Best Place for Working Parents Award
• Growth Oriented- 7 years of over 10%+ growth annually. Doubled in employee size over the past 2-3 years.
• A comprehensive and highly competitive benefits package, including:
• Health Insurance, Dental Insurance and Vision Insurance
• 401(k)
• Paid Holidays
• Paid Time Off
• Ongoing Professional Training online via Litmos
• And more

Equal Opportunity Employer
It is and will continue to be the policy of CST, LLC to practice a program of equal employment opportunity designed to assure that employment and advancement opportunities are made available to all employees and applicants based on individual qualifications and without unlawful regard to race, religion, color, veteran status, national origin, disability, age, gender identity, sexual orientation, sex or genetic information.