Director of Customer Experience

Description
Summary:
The Director of Customer Experience (CX) is a senior leader responsible for shaping and executing the organization's customer service strategy across all channels and touchpoints. This role will lead internal call center operations, oversee customer service functions enterprise-wide, and manage relationships with Business Process Outsourcing (BPO) partners to ensure world-class service delivery. The Director of CX will champion customer advocacy, operational excellence, and innovation to enhance satisfaction, loyalty, and brand reputation.

Job Responsibilities
Leadership & Strategy

• Develop and execute the customer experience strategy aligned with organizational goals and brand promise.
• Lead, coach, and develop high-performing teams within the call center and customer service functions.
• Foster a culture of customer centricity, accountability, and continuous improvement.
• Establish clear performance metrics (NPS, CSAT, FCR, AHT, etc.) to measure and elevate the customer journey.

Operational Management

• Oversee day-to-day operations of the internal call center and customer service teams.
• Direct BPO outsourcing centers to ensure alignment with company standards, values, and SLAs.
• Partner with cross-functional leaders (Operations, IT, Sales, Marketing, etc.) to improve service delivery and customer engagement.
• Implement workforce management strategies to optimize staffing, efficiency, and service quality.
• Manage budgets, forecast call volumes, and ensure cost-effective service operations.

Customer Advocacy & Experience

• Serve as the voice of the customer at the executive level, driving initiatives that improve overall satisfaction and retention.
• Identify pain points across the customer journey and partner with stakeholders to implement solutions.
• Leverage customer insights, data analytics, and feedback to influence decision-making.
• Ensure consistency of service delivery across in-house and outsourced teams.

Vendor & Outsourcing Management

• Select, negotiate, and manage third-party BPO vendors to ensure optimal performance.
• Monitor vendor compliance with contractual obligations, KPIs, and SLAs.
• Lead governance routines, business reviews, and performance scorecards with BPO partners.

Supervisory Responsibilities
This position does not have any direct reports.

Work Environment
This job operates in the corporate setting as well as the retail store setting.

Requirements
Qualifications needed to perform this position:

• Bachelor's degree in Business, Operations, Communications, or related field.
• 10+ years of progressive leadership experience in customer service, contact center, or CX roles, including management of BPO partnerships.
• SAP experience preferred
• Proven track record of driving customer satisfaction and operational excellence in multi-channel environments.
• Strong leadership, people development, and change management skills.
• Demonstrated ability to analyze data, identify trends, and implement strategic improvements.
• Excellent communication, negotiation, and stakeholder management skills.
• Experience with CX technologies (CRM, IVR, WFM, QA tools, analytics platforms) strongly preferred.

Key Competencies

• Customer-first mindset with strong business acumen.
• Strategic thinker with operational execution capabilities.
• Data-driven decision-maker with a continuous improvement orientation.
• Collaborative leader who thrives in a fast-paced, dynamic environment.
• Strong vendor management and contract negotiation skills.

Travel
This role will require travel as needed.

Physical Requirements

• Occasional standing and walking; Ability to lift-up to 100 pounds.
• Frequent talking and hearing; Usage of hands and fingers.

Position Type/Expected Hours Of Work
This is a full-time position typically scheduled Monday through Friday, with occasional evening and weekend availability as required by business demands.