DIRECTOR OF CUSTOMER EXPERIENCEPurpose: The Director of Customer Experience is responsible for providing strategic leadership, operational oversight, and continuous improvement across Customer Experience and Delivery Operations. This role drives an exceptional end-to-end customer experience by leading the Customer Care Call Center and the Delivery Processing Team.
The Director unites people, processes, and technology to elevate service, sharpen operational efficiency, and build loyalty with stores and customers alike - collaborating across the business to solve problems, improve workflows, and accelerate growth.
General Description of duties: This job description is not intended to be all-inclusive. Employees may perform other related duties to meet the ongoing needs of the organization.
Leadership - Provide leadership and direction to Customer Care and Delivery Operations leaders and associates.
- Establish departmental goals, KPIs, and performance standards aligned with company objectives.
- Develop and execute short- and long-term strategies to enhance customer experience, service quality, and operational efficiency.
- Serve as a key member of the operational leadership team, contributing to enterprise-wide initiatives and decision-making.
- Foster a culture of accountability, collaboration, critical and creative thinking, and continuous improvement.
Customer Experience - Understand the full customer experience and impact other departments have on success. Keep updated and organized documents regarding customer journeys and communication.
- Oversee all Customer Care and Delivery Processing contact channels including calls, emails, chats, text messaging, and escalation management.
- Ensure achievement of service level standards, quality metrics, and customer satisfaction goals.
- Guide the development and execution of training, coaching, and quality assurance programs to strengthen agent performance.
- Monitor call center and delivery related volume forecasting, staffing models, and scheduling to support business needs.
- Oversee handling of complex and escalated customer and delivery issues, ensuring timely resolution and consistent communication.
- Partner with stores, delivery, warehouse, and service teams to resolve customer concerns.
- Assist with customer investigations, disputes, and litigation support as needed.
- Approve and audit third party invoices per contractual and right size scope of services provided.
Continuous Improvement and Reporting - Recommend new tools, channels, technologies that have high ROI to enhance customer experience and that could simplify business needs and training for our team members.
- Launch new tools with proper planning, communication with partners affected, etc.
- Partner with Operations, Stores, Warehouse, Merchandising, and IT teams to improve workflows and customer outcomes.
- Collaborate with leadership to identify upstream opportunities to reduce customer contacts and delivery issues.
- Analyze operational data and customer feedback to drive improvements in service quality, productivity, and profitability.
- Define, implement, and maintain standard operating procedures (SOPs) across Customer Care and Delivery Operations.
- Ensure accuracy and integrity of reporting, dashboards, and performance metrics.
Qualifications: - Proven leadership experience in customer care, delivery operations, or a related operational environment.
- Strong analytical, problem-solving, and decision-making skills.
- Exceptional communication skills with the ability to influence at all levels of the organization.
- Ability to manage multiple priorities in a fast-paced, high-volume environment.
- Demonstrated success driving operational improvement and customer satisfaction.
Requirements: - Bachelor's Degree in Business, Management, or related field preferred, or equivalent combination of education and experience
- 5+ years of experience in customer service, call center, delivery operations, or related operational leadership roles
- 5+ years of people management experience, including managers and supervisors
- Experience overseeing service metrics, operational KPIs, and cross-functional initiatives
Work Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand, sit, walk, talk, hear, bend, twist, crouch, stoop, kneel, and lift 50 pounds. The employee will use hands and fingers to handle and/or feel objects, tools or controls. He or she will reach with hands and arms. Specific visual abilities required by this job include close vision, distance vision, color vision and the ability to adjust focus. Employees are regularly required to lift, push, pull and/or move up to 50 pounds.
This job description is not a comprehensive listing of activities, duties, or responsibilities that are required of the employees. The Company reserves the right to update or modify job descriptions at any time without notice.
