A newly created leadership opportunity for a strategic and visionary professional to lead customer experience transformation within a dynamic organization. This role oversees a large Contact Center (60+ staff) and collaborates cross-functionally to drive scalable, data-driven solutions that enhance customer satisfaction, streamline operations, and elevate service delivery. Reporting to senior leadership, the position is ideal for a proactive change agent with a passion for technology, innovation, and customer-centric culture.
Key Responsibilities
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Lead and develop a high-performing Contact Center team.
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Architect and implement customer support strategies aligned with business goals.
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Champion a unified customer experience strategy across all touchpoints.
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Collaborate with Sales, Marketing, and other departments to ensure seamless service.
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Optimize operational workflows for efficiency and scalability.
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Define and report on CX metrics (NPS, CSAT, first contact resolution, etc.).
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Leverage AI and CRM platforms (e.g., Microsoft Dynamics 365) to enhance service.
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Drive change management initiatives and foster a culture of adaptability.
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Ensure compliance and manage operational risks.
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Promote open communication, collaboration, and accountability.
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Evaluate and implement emerging technologies to improve CX and decision-making.
Skills & Attributes
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Proven leadership of large teams and external partners in customer service.
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Strategic thinker with experience in process optimization and tech-enabled service delivery.
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Strong analytical skills and experience with CX metrics.
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Excellent cross-functional collaboration and stakeholder management.
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Exceptional communication and a bias for action.
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Customer-first mindset with a commitment to continuous improvement.
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CX certification (e.g., CCXP) is a plus.
Qualifications
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Bachelor’s degree in marketing, communications, business, or related field.
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5+ years of management experience.
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8+ years of relevant experience in customer experience or related disciplines.
Comp/Benefits
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60-75k
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PTO, 401k, Health, Dental
