Director Customer Experience

Position Overview

The Customer Service Manager leads a team responsible for delivering accurate, responsive, and professional support throughout the customer journey. This role involves people leadership, workload management, service standards, process discipline, and continuous improvement.

Position Duties and Responsibilities

• Lead, coach, develop, and hold accountable a team of Customer Service Representatives, creating clear expectations for performance, professionalism, responsiveness, and ownership.
• Build a high-performance team through effective hiring, onboarding, cross-training, regular coaching, recognition, corrective action, and development planning.
• Establish a consistent operating rhythm for the department, including team meetings, one-on-ones, performance reviews, workload planning, escalation protocols, and follow-up.
• Manage staffing, schedules, workload distribution, coverage, and departmental resources to maintain service levels and business continuity.
• Maintain accurate and timely execution of customer inquiries, orders, complaints, returns, service requests, and related activity.
• Serve as the primary escalation point for complex customer issues and ensure problems are driven to resolution rather than simply transferred between departments.
• Establish, track, and improve KPIs and service standards including response time, backlog, order accuracy, quality, customer satisfaction, and other meaningful performance measures.
• Use data, trends, and root-cause analysis to identify recurring issues, improve processes, reduce errors, and strengthen the customer experience.
• Conduct regular quality reviews of customer communications and work product to reinforce consistency, professionalism, accuracy, and company standards.
• Develop and maintain procedures, work instructions, training resources, and standardized processes that support efficiency, consistency, accountability, and scalability.
• Partner cross-functionally to improve handoffs, resolve customer-impacting issues, and create a seamless experience from quote through order, shipment, and post-sale support.
• Communicate product, pricing, policy, system, and operational changes to the team and ensure adoption and compliance.
• Prepare and present departmental performance, staffing needs, customer trends, risks, and improvement initiatives to senior leadership.
• Support technology implementations, system enhancements, and special projects that improve customer service operations.
• Promote a culture of accountability, teamwork, continuous improvement, and customer ownership.

Talents and Qualifications

• Five (5) or more years of progressive customer service experience, including at least three (3) years leading or managing a customer service team.
• Demonstrated success building, coaching, and improving the performance of teams.
• Proven ability to establish structure, set expectations, address performance issues, and hold employees accountable.
• Strong leadership, judgment, conflict resolution, problem-solving, and employee coaching skills.
• Experience establishing and using KPIs, service metrics, and performance data to drive improvement.
• Strong process orientation with experience creating procedures, standard work, training materials, and sustainable operating practices.
• Excellent communication and relationship-building skills with the ability to work effectively across functions and levels.
• Strong organizational and project management skills with the ability to prioritize in a fast-paced environment.
• High proficiency in Microsoft Office and experience with ERP, CRM, and business reporting tools.
• Demonstrated professionalism, sound judgment, and ability to handle confidential and sensitive matters.