Head of Customer Experience

Company

Cox Enterprises

Job Family Group

Customer Care Group

Job Profile

Sr Director, Client Relationship Management

Management Level

Sr Director

Flexible Work Option

No remote option; must work at a specified Cox location

Travel %

Yes, 5% of the time

Work Shift

Day

Compensation

Compensation includes a base salary of $159,400.00 - $265,600.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Job Description

Our Journey & Purpose

We at the Atlanta Journal-Constitution are embarking on a journey to transform a storied, 156-year-old newspaper into the most essential and engaging source of news and information for the people of Atlanta, Georgia, and the South. At the heart of this evolution is our commitment to delivering premium, seamless, customer-focused experiences that build loyalty and create value for our subscribers. As we expand into new markets and refine our direct-to-consumer offerings, we need an inspiring leader to establish and elevate the customer experience function. This role will define how we serve, retain, and engage our subscribers while delivering industry-leading service and satisfaction across every touchpoint.

The Team You Will Join

As the Head of Customer Experience, you will lead a multidisciplinary team responsible for shaping and executing our customer engagement strategy. Reporting to the Chief Product Officer and partnering closely with the Chief Operating Officer, you’ll oversee customer service operations—including inbound call centers, chat, and managing vendors—while building a dedicated function to support enterprise clients in our emerging B2B business. Collaboration with product, growth, and operations teams will be essential to crafting subscriber journeys that reduce passive churn, optimize billing and renewals, and foster meaningful engagement at every step.

The Difference You Will Make

You bring a passion for understanding customer needs and a vision for delivering exceptional experiences that drive satisfaction and retention. Your leadership will ensure that customer insights are translated into actionable strategies, balancing operational excellence with creative problem-solving. By aligning teams around key KPIs and leveraging innovative tools and processes, you’ll set the standard for excellence in customer experience, contributing directly to the growth and success of the business.

What To Expect in This Role

• Lead Customer Care Operations: Oversee the performance and optimization of customer service functions, including outsourced Tier 1 support, ensuring consistency, quality, and adherence to KPIs.

• Build a B2B Experience Function: Establish a new team to support enterprise clients and emerging business-to-business subscribers, crafting tailored engagement strategies that drive satisfaction and loyalty.

• Optimize Subscriber Journeys: Collaborate with product, platform, and growth teams to streamline billing, renewals, and overall subscriber experience, focusing on reducing churn and improving retention metrics.

• Champion Customer Insights: Partner with research and data teams to deeply understand customer needs, translating insights into strategies that elevate our customer experience at scale.

• Drive Cross-Functional Collaboration: Work closely with product, marketing, and technology teams to align on priorities, ensuring customer-centric decision-making informs our strategies and initiatives.

• Innovate and Implement Best Practices: Apply leading tools, processes, and technologies to enhance efficiency and customer satisfaction across all touchpoints.

Your Expertise

• BA/BS degree required + 12 or more years of relevant work experience required with at least 7 years experience in a leadership role

• OR MS degree + 8 years of experience

• OR Ph.D. degree + 7 years of experience

• OR 16 + years of experience with no degree

• Leadership Experience: 10+ years of experience in customer care, operations, product, audience, or a related field, with a proven track record of managing and inspiring high-performing teams.

• Customer-Centric Vision: Deep understanding of customer behavior, lifecycle management, and service excellence, with a strong ability to design and implement customer-focused strategies.

• Operational Excellence: Demonstrated expertise in optimizing support fu