Nathan Bobay
Customer Service Leadership I J.D. Power Customer Service Excellence I Culture Advocate I Idea Initiator
- Role
- Director, Customer Solutions at Delta Faucet Company
- Location
- Indianapolis, IN, US
- LinkedIn followers
- 500 followers
About Nathan Bobay
At my core, I’m on a mission to elevate customer service within my company, our enterprise, and industrywide.I lead a multi-disciplinary team within Customer Solutions for one of the world\'s leading manufacturers of home improvement and building products, Delta Faucet Company (a division of Masco Corporation). We have been recognized by J.D. Power for providing \"An Outstanding Customer Service Experience\" for Phone support four years in a row. I previously served a three-year term on the National Board of Directors for SOCAP, a long-standing, member-driven CX association committed to advancing customer experience.I began my career in Accounting—something that often surprises people once they get to know my communication style, energy, and passion for people, culture, and service. Over the years, my military and corporate leadership experience shaped a philosophy that blends financial discipline with a deeply human approach to leadership and customer experience.Understanding the P&L gives me a unique lens into why people‑first cultures matter. It helps me connect employee engagement, customer satisfaction, and business performance in a way that builds the case for service-driven strategy. I love uncovering the connections between people, ideas, and insights—and turning them into collaborative wins for teams, customers, and the business.I strive to create environments built on trust, shared purpose, and accountability. My time in the military taught me the importance of having each other’s backs, and that principle continues to guide how I lead teams, solve problems, and build relationships across the organization.Personality insights offer an additional layer to how I work and lead. I’m an INFJ—a strategic, people-focused thinker—and my StrengthsFinder Top 5 (Maximizer, Intellection, Input, Belief, Connectedness) reflects my desire to elevate performance, think deeply, gather perspective, stay grounded in values, and help teams see the bigger picture. The most powerful instrument in my toolkit is a dry erase marker with a whiteboard.
Experience
Director, Customer Solutions
Oct 2025 — Present · Indianapolis, IN, US
Oversee a multi-functional team within Customer Solutions responsible for technical product service that includes all brands, channels, and products with a unified focus on employee engagement, customer satisfaction, and financial performance.Directing leaders accountable for: • Contact Center Operations including operational performance management, workforce management, and digital engagement strategies.• Repair Parts Management ensuring P&L oversight, operational excellence, and inventory alignment across product lifecycles.• Technical Product Service teams that deliver a high-touch level of customer care across key product lines.• A comprehensive Customer Experience function covering training management, knowledge management, quality assurance, and advanced product expertise.Continuously developing cross-functional partnerships to align customer service with sales, marketing, operations and technology strategies to drive profitable growth.
Education
Butler University - Lacy School of Business
MBA, International Business
Indiana University Bloomington
B.S., Accounting, Operations Management
Skills
- Strategy
- Engaging People
- Financial Reporting
- Employee Wellness
- Team Leadership
- Credit and Collections Management
- Customer Experience
- P&L Analysis
- Budgeting
- Forecasting
- Continuous Improvement
- Conscious Business
- Product Development
- Analysis
- Employee Engagement
- Change Management
- Management
- Team Building
- Hugs
- Metrics Development and Reporting
- Strategic Planning
- Accounting
- High Fives
- Leadership
- People Development
- Jd Edwards
- Financial Analysis
- International Business Strategy
- Customer Service Management
- Collaborative Leadership
- Employer Branding
- Essbase
- Conflict Resolution
- Process Improvement
- Sales
- Microsoft Excel
- Cross-Functional Team Leadership
- Cross Functional Team Building
- Marketing Strategy
- International Business
Find verified contacts for anyone on LinkedIn
Unifers gives sales teams verified emails and direct dials, enriched profiles, and outreach that lands in the inbox.
Free plan included · No credit card required
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.