Customer Experience Director

Are you ready to lead a high-performing team and drive operational excellence in a dynamic environment?

About the Role

This position oversees the Customer Service organization, focusing on building a high-performing team, driving process improvement, and delivering high-quality service. The role is crucial for ensuring customer satisfaction and supporting business outcomes by optimizing systems and collaborating with other departments for seamless operations.

Key Responsibilities

• Lead, coach, and develop the Customer Service team, including hiring, training, and performance management.
• Establish and monitor key performance metrics, producing reports to improve service levels.
• Oversee daily operations, including order processing and resolution of complex customer issues.
• Design and refine processes and policies to support business needs and system upgrades.
• Manage the Automated Call Distribution system and collaborate with IT on technology solutions.
• Ensure strong cross-departmental communication and serve as a key contact for customers as needed.
• Support margin and revenue initiatives by identifying process improvements and efficient ways of working.
• Oversee time and attendance, maintain staffing levels, and ensure team readiness with product knowledge and communication skills.

Minimum Requirements

• Bachelor’s degree in a business-related field or equivalent experience.
• 5 years of management and progressive B2B customer service experience.
• Strong working knowledge of ERP systems and Automated Call Distribution technology.
• Proficiency and advanced skills in Microsoft Office.
• Excellent verbal and written communication skills, with the ability to influence and collaborate across all levels of the organization.
• Proven ability to lead through change, drive results, and create a positive, high-accountability team environment.
• Strong analytical, organizational, and prioritization skills with a bias for action.

We're proud to be an Equal Opportunity Employer and are committed to fostering an inclusive, people-first recruiting experience.