Job Purpose: The Customer Experience Operations Director is responsible for establishing and executing the enterprise strategy, governance, and operational framework that drives exceptional customer experiences across all products, services, and customer touchpoints. This role serves as the senior leader accountable for customer experience operations, ensuring alignment between customer expectations, service delivery performance, regulatory requirements, and organizational objectives. The Director provides executive leadership over customer experience programs, operational excellence initiatives, customer advocacy efforts, and service delivery governance. This role is responsible for developing scalable operating models, overseeing customer experience performance, mitigating operational and regulatory risk, and driving enterprise-wide improvements that enhance customer satisfaction, loyalty, retention, and business outcomes. As a highly visible leader, the Director serves as the executive sponsor for strategic customer relationships and top-tier accounts, partnering directly with executive customer stakeholders and senior leaders to strengthen partnerships, address complex business challenges, and ensure successful outcomes. The Director influences organizational strategy, drives cross-functional alignment, and ensures customer-centric principles are embedded throughout the enterprise.

Essential Duties:

• Develop and execute the enterprise Customer Experience Operations strategy, governance framework, and operating model to support organizational objectives, customer commitments, and long-term business growth.
• Provide executive leadership and accountability for end-to-end customer experience performance across products, services, support functions, and operational customer touchpoints, ensuring exceptional service delivery and business outcomes.
• Serve as executive sponsor for strategic and top-tier customer relationships, leading executive business reviews, governance discussions, and partnership initiatives while acting as a trusted advisor to senior customer stakeholders.
• Own the resolution of critical customer escalations, high-risk accounts, and complex service recovery efforts, providing executive leadership and decision-making to protect customer relationships and business interests.
• Provide strategic oversight of regulatory, compliance, contractual, and risk-related matters impacting customer experience operations, partnering with Legal, Compliance, Information Security, and business leaders to ensure adherence to applicable laws, regulations, contractual obligations, and company policies.
• Lead and develop a high-performing organization through direct people leadership, including team management, coaching, performance management, succession planning, workforce planning, talent development, and employee engagement initiatives.
• Partner with executive leaders across Product, Engineering, Operations, Technical Support, Customer Success, Sales, Finance, Legal, and other business functions to drive customer-centered decisions, operational excellence, and enterprise-wide improvements.
• Establish and oversee customer experience performance metrics, governance processes, dashboards, and executive reporting to evaluate operational effectiveness, identify risks, and drive continuous improvement.
• Lead enterprise-wide transformation, process improvement, and operational excellence initiatives that enhance customer satisfaction, retention, service quality, scalability, and organizational performance.
• Serve as a strategic advisor to executive leadership by providing customer insights, performance analysis, risk assessments, and recommendations that influence organizational priorities, investments, and business strategy.
• Some additional travel required.
• Perform other related duties as assigned or required.

Knowledge, Skills, and Abilities:

• Demonstrated executive leadership capabilities with the ability to influence organizational strategy and business outcomes.
• Exceptional ability to build and maintain relationships with executive-level customers, senior leaders, regulators, and strategic stakeholders.
• Advanced knowledge of customer experience management, customer operations, service delivery governance, and operational excellence practices.
• Strong understanding of regulatory, compliance, contractual, governance, and risk management considerations impacting customer-facing operations.
• Proven ability to lead managers and develop high-performing teams through coaching, talent development, succession planning, and performance management.
• Demonstrated ability to lead large-scale organizational change, business transformation, and cross-functional initiatives.
• Advanced business acumen with the ability to balance customer needs, regulatory requirements, operational priorities, and financial objectives.
• Strong analytical, strategic planning, problem-solving, and decision-making capabilities.
• Exceptional executive communication, presentation, negotiation, and stakeholder management skills.
• Ability to establish enterprise governance frameworks, operational standards, accountability measures, and performance management systems that drive measurable business outcomes.

Minimum Qualifications:

• High school diploma or GED
• 10 + years of progressive experience in Customer Experience, Operations, Customer Success, Service Delivery, Technical Operations, or related functions.
• 5+ years of direct people leadership experience with responsibility for managing managers, professional teams, or enterprise-wide programs.
• Demonstrated experience managing executive-level customer relationships and strategic customer accounts.
• Experience leading regulatory, compliance, governance, risk management, or operational control initiatives.
• Proven success leading enterprise-scale operational improvements, customer experience transformations, and organizational change initiatives.
• Demonstrated experience presenting to executive leadership and influencing business strategy and decision-making.
• Strong experience utilizing CRM systems, customer support platforms, reporting tools, analytics solutions, and operational performance management systems.

Preferred Qualifications:

• Bachelor's degree in Business Administration, Operations Management, Information Technology, Customer Experience, or related field.
• Master's degree in Business Administration (MBA) or related field.
• Experience leading multi-level organizations through managers and supervisors.
• Experience operating within highly regulated industries.
• Certification in Customer Experience, Lean Six Sigma, Project Management, Change Management, Risk Management, or related disciplines.
• Experience with Salesforce, Oracle, ServiceNow, or similar enterprise service management platforms.
• Experience overseeing customer-facing compliance programs, governance initiatives, audits, or regulatory requirements.
• Experience in correctional technology, telecommunications, technology services, or other highly regulated industries.

Physical Requirements:

• While performing the duties of this job, the employee is regularly required to: stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and a variety of office equipment.
• Occasionally, this position may need to reach, stoop, or kneel.
• Some additional travel required.

Salary and Benefits:

At Aventiv, our salary and benefits are designed to fit you as a whole person. We offer a salary range based on experience and qualifications to ensure your unique contributions are met with our most competitive offer.

• $151,726.09 - $172,967.74 per year
• Eligible for $255 to purchase company equipment (keyboard, monitor, headset, etc.
• Health Insurance
• 401(k)
• Disability
• Life Insurance
• Paid Time Off
• Voluntary Benefits

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