Customer Experience Leader

Key Responsibilities

• Elevate the skillset of the Customer Service team, ensuring high-quality, efficient operations and consistent execution.
• Own and operationalize Net Promoter Score performance, translating customer feedback into clear actions, accountability, and measurable improvement.
• Ensure consistent execution of the DuroDyne Customer Charter, embedding service commitments, escalation processes, and measurable outcomes.
• Establish and manage Voice of Customer programs, including surveys, service performance insights, closed-loop feedback, and “we heard you” actions.
• Partner with Sales, Marketing, IT, and Operations to improve revenue processes, customer issue resolution, order visibility, and overall commercial execution.
• Implement and manage pricing strategies in collaboration with the product, sales, and finance teams to maximize profitability while growing market share.
• Oversee revenue operations processes and operating rhythms, ensuring clear ownership, disciplined execution, performance tracking, and alignment across Sales, Customer Service, Marketing, Finance, IT, and Operations.
• Drive digital self-service adoption and reduce service friction by partnering with IT teams on tools, workflows, and customer-facing capabilities.
• Use data, analytics, and CRM insights to identify service trends, improve customer retention, and support revenue growth priorities.

Key Competencies

• Customer service leadership and operational execution
• Revenue operations and commercial process improvement
• Voice of Customer, NPS, and service performance management
• Cross-functional influence across Sales, Marketing, IT, Supply Chain, and Operations
• Data-driven problem solving and customer-focused execution
• Experience leading or closely partnering with customer service/support organizations
• Strong understanding of NPS, Voice of Customer, service metrics, and customer insight programs
• Proven ability to improve commercial processes, service workflows, issue resolution, and customer-facing operating rhythms
• Demonstrated ability to lead cross-functional transformation initiatives across Sales, Marketing, IT, Operations, and Customer Service

What We Offer

• Compensation: Salaried exempt role with a starting salary range of $125k - $163k annually. STI bonus of 15% based on company plan.
• Benefits: Tuition reimbursement, medical, dental, and vision insurance, prescription drug coverage, 401(k) retirement plan, short-term disability insurance, 8 weeks paid birthing leave, 2 weeks paid bonding leave, life and long-term disability insurance, up to 12 days paid time off, 2 paid well-being days, 1 paid volunteer day, 12 paid holidays, and 3 floating holidays per year.