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Director, Creative Service Client Experience

Taylor Communications is seeking a Director, Creative Services for our CX Business Operations Design Team. This position directs the management team responsible for managing daily operations in a department responsible for creative works, including design, company prepress work, graphic art and desktop publishing across all Taylor solutions. This position is responsible for creating, facilitating and grown the team and strategy for our Design organization that provides print production, graphic arts, and desktop publishing and could assist with audience research and develops creative briefs and design concepts to meet business objectives. This position performs a variety of tasks including leading and directing the work of others. A wide degree of creativity and latitude is expected. This position requires the ability to both analyze customer requirements and departmental process as well as people, thought, and change leadership with a high level of collaboration. This position reports to the Vice President, Business Operations within the Client Experience organization.
Responsibilities Include:
Ensure execution of operational processes that deliver the highest level of customer satisfaction to our internal and external customers.
Provide strategic and critical thought leadership and excel in incorporating a connected consumer experience across multiple channels.
Hold the team accountable to operational disciplines derived from creating quantitative reports with analysis around metrics and strategy to align service offers to account segmentation
Accountable for the oversight and efficiency within the overall cost transfer model for work provided
Accountable for a team that is high-performing while delivering quick and efficient solutions and documentation.
Creating, running and analyzing department metrics / sla reporting.
Identify and implement areas of opportunity to streamline and/or improve processes through analysis of customer needs and feedback from field sales teams and other cross functional partners.
Lead by example and model the way to move the team through the ever changing environment of Taylor Communications and the industry.
Interact with external stakeholder, suppliers, vendors, partners to deliver projects and tasks as required.
Interacting with customers at multiple levels to execute first class customer implementations.
Interacting with suppliers at the tactical level to streamline any customer related implementation tasks when issues are escalated for resolution.
Oversees responsibilities and performance of a multi-location team.
Conduct full performance appraisals and coaching for direct reports
Working as directed by VP on overall strategy projects ranging from short to midterm
Minimum Qualifications:
Bachelor's Degree
Lean / Six Sigma processes knowledge
Print industry knowledge ? 5+ years preferred
Team management experience ? 2+ years
Excellent communication skills, both written and oral
Expertise in Taylor Communications internal and customer facing systems
Strong analytical and organization skills
Customer Satisfaction driven attitude
Proven ability working with cross functional teams.
PC and MS Office Software Skills
Preferred Qualifications:
Managing High performance team experience
Industry standard design software knowledge
Industry specific prepress knowledge
Industry specific online tool product configuration knowledge
About Our Company
Our Total Rewards package of benefits and compensation reflects our bold commitment to creating opportunity and security for employees.
We offer a competitive base salary, and an attractive benefit package including health, dental and vision insurance, 401K, incentive compensation plan, PTO (paid time off) and Holiday pay.
Taylor Communications is a go-to-market subsidiary of Taylor Corporation. For more than a century, we've been providing outstanding service and developing innovative products that leverage the technology of our time. By providing market-specific insights and a compelling portfolio of solutions to the healthcare, financial services, commercial and industrial markets, we have become the recognized leader in the management and execution of mission-critical communications.
For more information, visit www.taylorcommunications.com.

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