Director Customer Experience
2 days ago
Director, Customer Experience
About ComOps
ComOps is a dynamic leader in delivering tailored guest & employee experience and contact center solutions to the hospitality industry. Our mission is to help hotels and businesses streamline operations, enhance customer satisfaction, and drive revenue through innovative and scalable solutions. We're looking for a motivated Customer Experience professional to join our team, helping clients achieve operational excellence while maintaining strong, long-term relationships.
The Director of Customer Experience plays a critical leadership role in shaping, enhancing, and innovating the customer journey across a variety of industries, with a strong focus on the hospitality, gaming, and resort sectors. This role requires a strategic thinker with a deep understanding of both customer and employee experience (CX/EX) and the hospitality industry. By leveraging tools like the Medallia Experience Cloud, you will transform feedback into actionable insights, forge strategic partnerships, and design impactful programs that deliver measurable results.
This position encompasses program leadership, team management, client engagement, financial oversight, strategic partnership management, and sales support, all while representing the organization as a thought leader in the CX/EX field.
Key Responsibilities
1. Program Leadership:
· Design and implement customer and employee experience programs that meet the unique needs of clients and align with their business goals.
· Oversee the launch of key projects, including survey deployments.
· Ensure that programs deliver actionable insights and drive positive outcomes for both customers and employees.
2. Professional Services Team Leadership & Oversight
· Manage and lead a team of professional service analysts and technical account managers, ensuring that their work meets organizational standards and client expectations.
· Provide mentorship, leadership, and growth opportunities for direct reports and foster a culture of accountability and excellence within the team.
· Monitor team performance and productivity, offering guidance and support to achieve project and operational goals.
3. Client Engagement:
· Act as a trusted advisor to clients, particularly in the hospitality and gaming industries, ensuring client satisfaction and retention.
· Build and maintain strong relationships with key stakeholders, addressing their needs and aligning strategies to support their business objectives.
· Collaborate with clients to uncover opportunities for enhancing their CX/EX strategies and outcomes.
4. Financial Oversight:
· Manage budgets effectively to ensure financial goals are met, including expense tracking and cost management.
5. Strategic Partnership Development:
· Lead and manage the organization’s software partnership with Medallia, ensuring alignment between both companies' goals and strategies.
6. Sales Support:
· Partner with the sales team to demonstrate the capabilities and value of the Medallia platform during client engagements and presentations.
· Provide strategic input and expertise during sales cycles to help close deals and expand the company’s client portfolio.
7. Thought Leadership:
· Represent the company in webinars, conferences, and other public forums, sharing insights on CX/EX alignment, best practices, and client success stories.
· Stay current on industry trends, emerging technologies, and competitive developments, and apply this knowledge to drive innovation and continuous improvement.
Skills, Qualifications, & Requirements
- Extensive experience in customer and employee experience strategy, program development, and implementation.
- Proven ability to manage and mentor a professional services team, ensuring high standards of performance and accountability.
- Expertise with CX tools like Medallia and a solid understanding of related technologies, including survey platforms, social review ingestion tools, and data analytics.
- Strong communication skills and the ability to build lasting relationships with clients, partners, and internal teams.
- Financial acumen with experience in budget management and expense tracking.
- A collaborative, analytical mindset capable of translating feedback into actionable business strategies.
Education:
- Bachelor’s degree in business or related field, MBA from Top Business School preferred
- 4+ years of CX-specific experience required
- Exceptional executive presence, business acumen, and presentation skills
Learning is critical at ComOps, so is teaching others.
Skills: Proficient in Microsoft applications, including PowerPoint and Word. Ability to learn Monday.com CRM.
Travel: Expected to be 2-6 trips annually
About You
You are a strategic leader who thrives in fast-paced environments and enjoys building meaningful connections. You bring a unique blend of analytical skills, creative problem-solving, and a results-driven mindset to everything you do. Whether managing complex projects, mentoring a team, or speaking at a conference, you’re passionate about delivering exceptional customer and employee experiences.
This role is ideal for someone who wants to make a lasting impact in the CX/EX landscape and drive innovation in how organizations engage with their customers and employees.
*ComOps leadership retains the rights to modify this document at all times, with our without prior written notice.
-
Customer Experience Director
2 weeks ago
Hollywood, Florida, United States BrightStar Credit Union Full timeAbout the RoleBrightStar Credit Union is seeking a skilled Customer Experience Director to lead our Member Service Center team. In this critical role, you will be responsible for delivering exceptional member experiences, driving operational efficiency, and promoting a culture of excellence within the department.
-
Director of Customer Success
2 days ago
Hollywood, United States Ascendo Resources Full timePosition Title: Client Success Director / Program DirectorOverview:The Client Success Director/Program Director is a client-focused leader responsible for fostering meaningful, value-driven relationships with clients, promoting client growth through expansion opportunities, and ensuring client retention. This role works closely with Sales, Product,...
-
Customer Experience Representative
2 days ago
Hollywood, Florida, United States Carvana Full timeJob SummaryWe are looking for a skilled and detail-oriented Customer Experience Representative to join our team. As a Customer Experience Representative, you will be responsible for delivering exceptional customer experiences by providing thorough vehicle inspections and completing customer paperwork.You will work closely with our internal teams to ensure...
-
Customer Experience Ambassador
6 days ago
Hollywood, Florida, United States Sam's Club Full timeAbout the JobWe are seeking a Customer Experience Ambassador to join our team at Sam's Club. This role is responsible for ensuring that every customer has an exceptional experience when shopping with us. As a Customer Experience Ambassador, you will be the face of our company, providing outstanding customer service and support to our members and associates.
-
Customer Experience Ambassador
3 weeks ago
Hollywood, Florida, United States J'Adore Les Fleurs Miami Inc Full timeAbout J'Adore Les Fleurs Miami IncWe are a leading flower retail company dedicated to providing exceptional customer service and experience.Job SummaryWe are seeking a highly motivated Customer Experience Ambassador to join our team in Miami. As a key member of our sales team, you will be responsible for delivering an outstanding customer experience,...
-
Customer Experience Ambassador
2 weeks ago
Hollywood, Florida, United States Covelli Full timeJob OverviewCovelli is seeking a high-energy, positive Team Member to join our team! As a Customer Experience Ambassador, you will be responsible for providing exceptional customer service and creating a welcoming environment for our guests.About CovelliWe are committed to serving clean, fresh food in a clean, fun, fast-paced environment. Our top priority is...
-
Customer Experience Coordinator
2 days ago
Hollywood, Florida, United States Startouch One Corp Full timeShift Leadership ProfessionalWe are seeking a Shift Leadership Professional to join our team at Startouch One Corp. In this role, you will be responsible for assisting with new partner training by positively reinforcing successful performance and giving respectful and encouraging coaching as needed.Key ResponsibilitiesAssist with new partner training by...
-
Customer Experience Representative
2 days ago
Hollywood, Florida, United States Wingstop Full timeAt Wingstop, we're committed to delivering World Class service by:Acting as the face and voice of our restaurant to all guestsProviding guests with authentic, positive, and genuine experiencesAs a Guest Service Team Member, you'll interact with guests by greeting them, answering the phone, taking and delivering orders. You'll also be responsible for...
-
Customer Experience Specialist
2 days ago
Hollywood, Florida, United States City Furniture, Inc Full timeJob DescriptionAs a Sales Associate, you will play a key role in helping customers design their dream homes, engaging them in our vast selection of home furnishings and service options. You will be responsible for navigating our large showrooms, building personal connections with customers, and guiding them through the sales process. Your success will be...
-
los angeles (hollywood), United States ComOps - Strategy & Commercial Operations as a Service Full timeDirector, Customer Experience About ComOps ComOps is a dynamic leader in delivering tailored guest & employee experience and contact center solutions to the hospitality industry. Our mission is to help hotels and businesses streamline operations, enhance customer satisfaction, and drive revenue through innovative and scalable solutions. We're looking for a...
-
Customer Experience Specialist
2 weeks ago
Hollywood, Florida, United States Restore Full timeJob TitleA Customer Experience Specialist in our Wellness Services team plays a vital part in delivering an exceptional customer experience at Restore locations.Key Responsibilities:Greet clients and assist them with Restore's wellness services, ensuring a seamless and personalized experience.Help clients via phone, return important voicemails, and...
-
Executive Director of Quality Assurance
2 weeks ago
Hollywood, Florida, United States Papa John's Pizza Full timeJob Title: Executive Director of Quality AssuranceAt Papa John's Pizza, we are seeking an exceptional individual to serve as our Executive Director of Quality Assurance. This role plays a critical part in ensuring that every product meets the highest standards and accurately reflects our customers' orders.Company Overview:Papa John's Pizza is a leading pizza...
-
Customer Experience Specialist
2 weeks ago
Hollywood, Florida, United States Margaritaville Hollywood Beach Full timeSalary: $18 per hourAbout UsMargaritaville Hollywood Beach Resort presents an exciting opportunity for job applicants seeking a vibrant and dynamic hospitality career. Located on the iconic Hollywood Beach Broadwalk in Florida, our resort offers a laid-back, tropical paradise atmosphere with exceptional amenities and renowned guest service.Job DescriptionWe...
-
Customer Experience Consultant
2 weeks ago
West Hollywood, United States Best Buy Co. , Inc. Full timeOverviewWe are seeking a highly skilled Customer Experience Consultant to join our team at Best Buy Co., Inc.
-
Events and Experiences Manager
1 day ago
West Hollywood, United States Casa Madera West Hollywood Full timeJob OverviewCasa Madera West Hollywood is seeking a dynamic Events and Experiences Manager to drive sales growth, develop new business opportunities, and exceed customer expectations. This high-energy role will cover both our Casa Madera location in West Hollywood and our Toca Madera location in the same area.Key ResponsibilitiesMaximize store-level...
-
Hollywood, Florida, United States WELLS FARGO BANK Full timeImprove Your Career with Wells FargoA competitive salary of $73,400 - $85,500 per year awaits the successful candidate for this Branch Operations Associate Manager role in our National Branch Network. Located at 6015 Washington St, Hollywood, FL 33023, you will be part of the Consumer, Small & Business Banking division.About This Role:This leadership...
-
Hollywood, Florida, United States Remedy Corporation Full timeWe are seeking a reliable and detail-oriented individual to join our Quality Assurance team as a Customer Experience Evaluator. In this role, you will be responsible for making voice calls to various companies, simulating real-world interactions with their customer service representatives.About the RoleAs a Customer Experience Evaluator, you will have the...
-
Assistant Store Director
2 days ago
Hollywood, Florida, United States Startouch One Corp Full timeJob Overview:We are seeking a highly experienced and skilled Assistant Store Director to join our team at Startouch One Corp.The ideal candidate will have a strong background in retail operations, with a focus on leadership, customer service, and sales growth.About the Role:Lead a team of store partners to deliver exceptional customer experiences and drive...
-
Hollywood, Florida, United States Dolce by Wyndham Full timeJob OverviewWe are seeking a highly motivated and detail-oriented Customer Service Ambassador to join our team at Dolce by Wyndham. As a Barista/Cafe Attendant, you will play a vital role in ensuring our guests' dining experience is memorable.The ideal candidate will have experience working in the food service industry and possess excellent communication and...
-
Director of Player Engagement
2 days ago
Hollywood, Florida, United States Seminole Gaming Full timeAbout the RoleThe estimated annual salary for this position is $80,000-$120,000 based on industry standards and location.We are seeking an experienced Director - Player Development to join our team at Seminole Classic Casino. As a key member of our leadership team, you will be responsible for driving revenue growth, developing strategic plans, and building...
