Director of Contact Centre & Customer Experience (Ref: 197896)

About the role

Operating across retail, consumer services and food and beverage manufacturing, our client serves customers through a business model where dependable service, accessible support and efficient fulfilment directly influence loyalty and revenue. The organisation’s customer contact operation is a substantial commercial channel, supporting high-volume interactions, distributed teams and seasonal demand. Its breadth creates an opportunity to connect customer insight, service delivery and operational improvement across multiple customer touchpoints.

The Director of Contact Centre & Customer Experience will set the enterprise direction for customer experience while leading a high-volume contact centre operation from Omaha, Nebraska. Success will mean delivering simpler customer journeys, stronger first-contact resolution, consistent service quality and measurable gains in productivity, satisfaction and commercial performance. The role combines strategic ownership with operational accountability, requiring a leader who can translate customer insight into practical changes across people, process, technology and performance management. Responsibility extends across a fully remote workforce of approximately 250 permanent associates, expanding to as many as 700 seasonal associates during peak periods. The director will guide senior leaders across operations, workforce management, quality assurance, training, people development, technology, automation and communications. With the contact centre influencing approximately $115 million to $120 million in annual revenue, this position will advise the COO and work closely with operations, technology, marketing, sales and executive leadership to advance customer-led business transformation. A central priority will be modernising the customer engagement model through conversational AI, chatbots, virtual assistants, self-service and workflow automation. The successful leader will establish a disciplined roadmap, select initiatives that improve customer outcomes and create sustainable efficiency, and use clear performance reporting to demonstrate progress. An effective approach will balance innovation with service reliability, employee capability, cost control and commercial judgement.

Responsibilities

• Set and execute a multi-year strategy for contact centre performance and customer experience.
• Establish a customer-first operating model that improves ease, consistency and first-contact resolution.
• Map priority customer journeys and remove avoidable friction across channels and processes.
• Own performance across service quality, productivity, customer satisfaction, cost per contact and revenue per contact.
• Direct the contact centre transformation agenda, including conversational AI, chatbots, virtual assistants, self-service and workflow automation.
• Build a prioritised technology roadmap with technology leadership and measure adoption, value and customer impact.
• Lead a remote operation of approximately 250 permanent associates and plan effectively for growth to approximately 700 seasonal associates.
• Coordinate workforce planning, capacity modelling and peak-season readiness across the contact centre.
• Develop senior leaders responsible for operations, workforce management, quality assurance, training, people development, technology, automation and communications.
• Strengthen leadership depth, accountability and engagement across a distributed workforce.
• Use customer and operational data to identify root causes, target investment and accelerate continuous improvement.
• Create executive-level dashboards and KPI frameworks that link service performance with commercial outcomes.
• Partner with operations, technology, marketing, sales, human resources and executive stakeholders on shared priorities.
• Serve as a trusted advisor to the COO on customer operations, experience strategy and transformation decisions.
• Help protect and grow the approximately $115 million to $120 million in annual revenue influenced by contact centre