Director of Customer Experience

Description

Summary:

The Director of Customer Experience (CX) is a senior leader responsible for shaping and executing the organization’s customer service strategy across all channels and touchpoints. This role will lead internal call center operations, oversee customer service functions enterprise-wide, and manage relationships with Business Process Outsourcing (BPO) partners to ensure world-class service delivery. The Director of CX will champion customer advocacy, operational excellence, and innovation to enhance satisfaction, loyalty, and brand reputation.

Job Responsibilities:

Leadership & Strategy

• Develop and execute the customer experience strategy aligned with organizational goals and brand promise.
• Lead, coach, and develop high-performing teams within the call center and customer service functions.
• Foster a culture of customer centricity, accountability, and continuous improvement.
• Establish clear performance metrics (NPS, CSAT, FCR, AHT, etc.) to measure and elevate the customer journey.

Operational Management

• Oversee day-to-day operations of the internal call center and customer service teams.
• Direct BPO outsourcing centers to ensure alignment with company standards, values, and SLAs.
• Partner with cross-functional leaders (Operations, IT, Sales, Marketing, etc.) to improve service delivery and customer engagement.
• Implement workforce management strategies to optimize staffing, efficiency, and service quality.
• Manage budgets, forecast call volumes, and ensure cost-effective service operations.

Customer Advocacy & Experience

• Serve as the voice of the customer at the executive level, driving initiatives that improve overall satisfaction and retention.
• Identify pain points across the customer journey and partner with stakeholders to implement solutions.
• Leverage customer insights, data analytics, and feedback to influence decision-making.
• Ensure consistency of service delivery across in-house and outsourced teams.

Vendor & Outsourcing Management

• Select, negotiate, and manage third-party BPO vendors to ensure optimal performance.
• Monitor vendor compliance with contractual obligations, KPIs, and SLAs.
• Lead governance routines, business reviews, and performance scorecards with BPO partners.

Supervisory Responsibilities:

This position does not have any direct reports. 

Work Environment:

This job operates in the corporate setting as well as the retail store setting. 

Requirements

Qualifications needed to perform this position:

• Bachelor’s degree in Business, Operations, Communications, or related field.
• 10+ years of progressive leadership experience in customer service, contact center, or CX roles, including management of BPO partnerships.
• SAP experience preferred 
• Proven track record of driving customer satisfaction and operational excellence in multi-channel environments.
• Strong leadership, people development, and change management skills.
• Demonstrated ability to analyze data, identify trends, and implement strategic improvements.
• Excellent communication, negotiation, and stakeholder management skills.
• Experience with CX technologies (CRM, IVR, WFM, QA tools, analytics platforms) strongly preferred.

Key Competencies

• Customer-first mindset with strong business acumen.
• Strategic thinker with operational execution capabilities.
• Data-driven decision-maker with a continuous improvement orientation.
• Collaborative leader who thrives in a fast-paced, dynamic environment.
• Strong vendor management and contract negotiation skills.

Travel:

This role will require travel as needed.

Physical Requirements:

• Occasional standing and walking; Ability to lift-up to 100 pounds.
• Frequent talking and hearing; Usage of hands and fingers.

Position Type/Expected Hours of Work:

This is a full-time position typically scheduled Monday through Friday, with occasional evening and weekend availability as required by business demands.