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Vice President Customer Experience

FORTNA partners with the world’s leading brands to transform omnichannel and parcel distribution operations. Known world-wide for enabling companies to keep pace with digital disruption and growth objectives, we design and deliver solutions, powered by intelligent software, to optimize fast, accurate and cost-effective order fulfillment and last mile delivery. Our people, innovative approach and proprietary algorithms and tools ensure optimal operations design and material and information flow. We deliver exceptional value every day to our customers with comprehensive services and products including network strategy, distribution center operational design and implementation, material handling automated equipment, robotics and a comprehensive suite of lifecycle services.

POSITION SUMMARY: The Customer Experience Leader (CEL) bridges the gap between FORTNA and our customers. The CEL ensures that each touchpoint across the customer journey is engaging, efficient, and effective. A successful Customer Experience Leader will increase customer satisfaction by assessing and implementing FORTNA Distribution & Fulfillment product performance opportunities. To deliver on this outcome, the CEL will have to work collaboratively with customers and across internal FORTNA functions to improve both the performance of existing installations and to improve our customers experience across the project life cycle.. Another important element of the CEL responsibilities will be to develop and deploy the project turnover package (functional speciation document, maintenance instructions, software support documents, etc) from D&F operations to the Services business and customer.

PRIMARY RESPONSIBILITIES INCLUDE:

Support clients on their full lifecycle customer experience
Lead client workshops and projects using collaborative applicable methodologies
Aid clients in defining their objectives by assessing current state of performance
Interface across sales, projects, engineering, solutions, and IT
Present insights and recommendations enabled by strategic thinking, technical knowledge, and effective communication skills
Develops and implements a roadmap of customer experience goals, with measurable performance dashboards.
Define economic return on project investment and secure necessary capital allocation.
Will manage current IT infrastructure improvement project with internal and external customers.
Ensures that the project milestones/goals are met and adhering to approved budget.

REQUIRED QUALIFICATIONS:

Bachelor’s degree in business, project management, supply chain management, customer experience, or related field or an Associate’s degree with equivalent business experience.
Minimum of 5 - 10 years of demonstrable experience in distribution, supply chain systems or a related industry.
Advanced proficiency in project scheduling software, such as monday.com and MS Project.
Extensive experience in schedule planning and management.
In-depth knowledge of the scope of projects within the industry.
Advanced ability to evaluate project progress and facilitate interventions.
Ability to keep stakeholders informed of project timelines and changes.
Excellent organizational, time-management, and communication skills.
Excellent oral and written communication skills.
Ability to form effective relationships with highly experienced professionals.
Keen attention to detail and numbers.
Ability to work well under pressure and in an unstructured environment.
Prior experience working with virtual teams.
Proven ability to manage a high volume of tasks with little supervision.
Initiative and creativity to accomplish goals.
Expert in creating, manipulating, maintaining and articulating Microsoft Project.
Excellent client-facing, teamwork, and communication skills.
Strong interpersonal, organizational, time management and problem-solving skills.
Ability to perform essential functions of the job.
Ability travel extensively overnight to attend company meetings, training or to visit Client job sites

WORKING CONDITIONS: When duties are performed in a typical office environment, extended periods of sitting at a desk and viewing a computer screen will be required. Also required is the ability to talk and hear, in person and by telephone; use of hands to handle, feel, or operate standard office equipment; and ability to reach with hands and arms. Associates are frequently required to walk and stand. The noise level in this work environment is usually quiet. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

When travelling to Client sites, essential requirements of this position may require physical presence in various environments and locations. Physical stamina may be required for prolonged standing, bending, stooping, and/or working in cramped quarters. Exposure to potentially dangerous tools and equipment amidst a variety of building materials is probable, as is occasional exposure to moving mechanical parts. The noise level in the work environment can vary from being relatively quiet, to moderate, to excessive. Safety shoes or boots may be required in certain situations. Additional safety clothing including gloves, hardhats, and devices to protect eyes, mouth, or hearing, will be worn as necessary.

This position description should not be considered all-inclusive.

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This job description describes the general nature and level of work expected of a person assigned to this position. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Employees may be required to perform any other job-related duties as requested by their supervisor.

It is the policy of FORTNA and its affiliated companies to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, pregnancy or pregnancy-related condition, status with regard to public assistance, veteran status, citizenship status (if authorized to work in the U.S.), or any other characteristic protected by federal, state or local law. In addition, FORTNA will provide reasonable accommodations for qualified individuals with disabilities.

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