Director of Customer Experience

About the role

Rottler Pest Solutions is seeking an experienced, forward-thinking Director of Customer Experience to lead and advance its customer experience strategy. This role goes beyond managing a traditional call center. The Director will lead the continued development of a modern Customer Contact Center, connecting customers to Rottler through phone, SMS, email, digital billing and invoicing, online sales, self-service, and emerging communication channels. The successful candidate will take ownership of an established operation and continue moving it forward, using people, technology, data, sales opportunities, routing and service-delivery insights, and process improvement to create a more responsive, scalable, and valuable customer experience.

Responsibilities

• Customer Experience & Contact Center
  • Lead the Customer Contact Center and develop its supervisors and team members to consistently achieve performance expectations.
  • Maintain strong operational performance, including:
    • 90%+ Service Level
    • 95%+ Customer Satisfaction (CSAT)
    • Strong conversion and close rates on inside sales opportunities
  • Continue developing opportunity-based selling, using customer interactions, account data, and service needs to identify additional sales and retention opportunities.
  • Expand and improve customer communication through phone, SMS, email, digital billing, online sales, self-service, and other emerging channels.
  • Use performance data and customer feedback to identify trends and continuously improve the customer experience.
• Technology, Routing & Service Delivery
  • Partner with Operations to improve scheduling, routing, and dispatch processes, connecting customer needs with field service capacity.
  • Utilize technology and data to improve response times, route efficiency, customer communication, and overall service delivery.
  • Identify and close gaps between the Customer Contact Center and field operations that create delays, unnecessary work, missed opportunities, or customer frustration.
  • Work with software providers and developers to shape, customize, test, and implement improvements to CRM, routing, scheduling, and customer-facing technology.
  • Identify opportunities to use automation, AI, integrations, and customized workflows to improve productivity and scalability.
• Process Improvement & Strategic Projects
  • Partner across Operations, Sales, Finance, Technical, Marketing, and Administration to improve processes and remove customer and employee friction.
  • Provide oversight of key customer-facing systems, integrations, third-party billing platforms, and vendor relationships.
  • Lead cross-functional projects involving CRM improvements, system implementations, data integrity, account and program consolidation, and other strategic initiatives.
  • Establish strong documentation, system ownership, and business continuity practices to reduce single points of failure.
  • Continually identify opportunities to simplify processes, improve efficiency, and add value to the business.

Requirements

• Proven leadership experience in customer experience, contact center, operations, or a related field.
• Demonstrated ability to coach leaders and build high-performing teams.
• Experience managing performance through measurable KPIs.
• Strong understanding of CRM, digital communication, automation, and customer-facing technology.
• Experience with process improvement and cross-functional project leadership.
• Experience working with scheduling, routing, dispatch, or field-service technology is preferred.
• Ability to effectively work with software vendors and developers to translate business needs into practical solutions.
• Strong analytical, communication, organizational, and problem-solving skills.
• High level of ownership, curiosity, accountability, and follow-through.

What success looks like in this role

• Consistently achieving 90%+ service levels and 95%+ customer satisfaction.
• Driving strong inside-sales conversion and expanding opportunity-based selling.
• Increasing the effectiveness of digital and self-service customer channels.
• Developing strong leaders capable of managing day-to-day operations.
• Improving scheduling, dispatch, and the connection between customer demand and field capacity.
• Using technology, automation, and AI to improve efficiency and scalability.
• Improving integration between customer-facing technology and service delivery.
• Successfully implementing process and technology improvements across departments.
• Continually finding ways to make it easier for customers to do business with Rottler.