Hitachi

Compensation

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Location: Remote - North Carolina, United States Job ID: R0114343 Date Posted: 2026-01-07 Company Name: HITACHI ENERGY USA INC Profession (Job Category): Communications & Corporate Affairs Job Schedule: Full time Remote: Yes Job Description: Hitachi Energy is seeking a Director for Customer Success. This is a remote based opportunity. The role will be responsible for overseeing and optimizing customer support operations within a designated hub. This role focuses on ensuring exceptional service delivery, leading a team of customer care professionals, and driving continuous improvement in customer satisfaction. Job Responsibilities Lead, mentor, and develop a team of customer care representatives, fostering a positive and high-performing work environment. Manage daily customer service operations, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs). Develop and implement customer service policies, procedures, and best practices to enhance efficiency and customer experience. Monitor and analyze customer feedback, identifying trends and areas for improvement, and implementing corrective actions. Handle escalated customer inquiries and complaints, ensuring timely and effective resolution. Utilize customer relationship management (CRM) systems to track interactions, manage customer data, and generate reports. Job Qualifications Bachelor's degree in Business Administration, Communications, or a related field. Minimum of 5-7 years of experience in customer service or customer care, with at least 2-3 years in a leadership or managerial role. Proven track record of managing and motivating a customer-facing team. Strong analytical skills with the ability to interpret data and make data-driven decisions. Proficiency in CRM software (e.g., Salesforce, ServiceNow) and Microsoft Office Suite. Knowledge of industry best practices in customer service and contact center operations. Must be eligible to work in the US without needed sponsorship. Equal Employment Opportunity (EEO)-Females/Minorities/Protected Veterans/Individuals with Disabilities Protected veterans and qualified individuals with a disability may request a reasonable accommodation if you are unable or limited in your ability to use or access the Hitachi Energy career site as a result of your disability. You may request reasonable accommodations by completing a general inquiry form on our website. Please include your contact information and specific details about your required accommodation to support you during the job application process. This is solely for job seekers with disabilities requiring accessibility assistance or an accommodation in the job application process. Messages left for other purposes will not receive a response. Hitachi brings together the world’s greatest minds to help breathe life into new possibilities – and drive innovation for a better future. That’s why we look for individuals who share our pioneering spirit, have imaginative ideas and are fearless when it comes to tackling the world’s biggest challenges. Our people love technology – and they love making a difference. They have a passion for finding new solutions and working with brilliant colleagues. Every day they dedicate themselves to a huge range of exciting projects, contributing to the Hitachi vision around the globe. From engineering new sustainability solutions that conserve water and energy to creating the infrastructure for the smart cities of tomorrow, there’s no challenge too great for our pioneers. And there’s no shortage of opportunities for you to make a difference. Come and experience the dynamic, collaborative and creative environments where your ideas are welcome and new discoveries are waiting. To help you grow to your full potential, we strive to support our employees in their career aspirations and promote the freedom to explore new horizons. E-mail us for data privacy inquiries or technical support.