ComOps - Strategy & Commercial Operations as a Service | Director Customer Experience
3 weeks 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.
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