Director of Customer Experience

Description

About PCs for People

PCs for People is a national nonprofit committed to digital inclusion and environmental sustainability. We provide affordable technology and internet access to individuals and families across the country, helping bridge the digital divide and empower communities.

About the Role

The Director of Customer Experience is a strategic and compassionate leader responsible for shaping and elevating every touchpoint of the customer journey. This role ensures that our clients—many of whom face systemic barriers—receive dignified, responsive, and mission-aligned service across all channels. It is pivotal to customer retention, satisfaction, internet subscription sales, total subscriber growth, and national visibility for our mission.

The ideal candidate blends operational savvy with deep empathy, driving improvements that reflect our values of equity, access, and respect.

This role requires the successful candidate to live within driving distance of one of our recycling facilities:

Atlanta, GA

Baltimore, MD

Cleveland, OH

Cook County, IL / Greater St Louis

Denver, CO

Kansas City, MO

Seattle, WA

St. Paul, MN

Key Responsibilities

Customer Journey Strategy

• Design and implement a holistic customer experience strategy across retail, online, and support channels
• Define and monitor KPIs related to satisfaction, retention, accessibility, and service quality
• Champion a culture of continuous improvement and human-centered design
• Own performance outcomes for eCommerce sales and total active internet subscribers
• Partner with Marketing on campaigns that influence customer growth and retention
• Serve as Product Owner for device + internet bundles, including menu options and pricing strategy

Team Leadership & Development

• Lead and mentor regional and national customer service teams
• Foster a culture of inclusion, accountability, performance, and psychological safety
• Provide training focused on empathy, communication, and problem-solving
• Collaborate with leadership in operations, development, and IT to align goals

Operational Excellence

• Oversee customer support systems, ticketing platforms, and feedback loops
• Collaborate with IT, sales, and fulfillment teams to streamline processes
• Ensure compliance with nonprofit standards and data privacy regulations
• Own implementation and optimization of call center platforms
• Leverage AI tools (chatbots, smart routing, auto-responses) to improve efficiency
• Align customer support KPIs with business goals and track regularly
• Own retail operations and SOP compliance for consistent store experience

Voice of the Customer

• Develop and track KPIs including churn, CSAT/NPS, and retail performance
• Analyze feedback to identify trends and opportunities
• Advocate for customer needs in cross-functional planning
• Amplify client stories and impact through tools and narratives
• Respond to high-level escalations and lead quality improvement initiatives

Requirements

• 7+ years in customer experience, service operations, or related leadership roles
• Proven success designing and scaling customer-centric programs
• Strong communication, conflict resolution, and team-building skills
• Data analysis and process improvement expertise
• Deep commitment to equity, inclusion, and mission-driven work
• Experience with call center platforms (e.g., Freshdesk, Zendesk, VoIP systems)
• Entrepreneurial mindset and strategic thinking
• Interest in digital inclusion and community impact
• Valid state driver’s license and automobile insurance required

What We Value

• Genuine interest in people, technology, and digital equity
• Compassionate, curious, and community-minded
• Graceful under pressure and adaptable in dynamic situations
• Collaborative teammate with energy and empathy
• Self-motivated and solutions-oriented thinker
• Previous networking and/or installation experience is a plus

Physical Requirements

• Prolonged periods of sitting or standing at a workstation
• Ability to lift/move items up to 25 lbs (occasionally up to 50 lbs)
• Frequent use of computer, phone, and office equi