Director Customer Experience

The Director of Customer Experience (CX) is accountable for designing and leading LRS's end-to-end customer experience strategy and support contact center operations to deliver exceptional service, loyalty, and profitable growth. This leader builds a CX Center of Excellence (CoE), champions Voice of Customer (VOC) programs, and drives digital/omnichannel experiences in partnership with Operations, Sales, Billing/AR, IT, and Marketing. The role owns service standards, KPI governance, training/quality frameworks, and continuous improvement that measurably improves CSAT/NPS, first-contact resolution, response times, and retention.

Reports To: Vice President Marketing & Customer Service

Essential Job Duties:

• Set a multi-year CX vision and roadmap; define service standards, customer promises, and KPI targets across channels (voice, email, chat/web, portal, social).
• Stand up and lead a CX Center of Excellence (journey mapping, VOC/insights, training/quality, analytics, tooling).
• Establish enterprise CX scorecards; publish KPI dashboards by market/site; review performance in weekly/Monthly Operating Reviews with business leaders.
• Lead Illinois-based contact center operations including workforce management (WFM), forecasting, scheduling, queue health, and escalation protocols. Support field location contact centers.
• Drive first-contact resolution, average speed of answer, abandonment, service-level adherence, and quality monitoring.
• Oversee customer escalations and root-cause corrective actions; reduce repeat contacts and truck-roll-related costs.
• Own VOC program design (surveys, Customer Satisfaction Scores/CSAT, Net Promoter Scores/NPS, text analytics) and close-the-loop playbooks; translate insights into action plans with clear owners and timelines.
• Lead customer journey & touchpoint mapping (residential, commercial, municipal); create personas and friction-point removal plans.
• Partner with Operations to embed CX in route execution (missed pick-ups, bulk/yard waste, contamination fees, cart delivery, seasonal spikes).
• Partner with Marketing/IT to improve web, portal, and mobile experiences (self-service, knowledge base, payments, service changes, ticketing); drive adoption and containment.
• Evaluate and implement CX technologies (CRM/CCaaS/IVR, quality management, analytics, chatbot) to improve efficiency and customer outcomes.
• Build role-based onboarding and continuous training; certify agents, leads, and supervisors; maintain quality scorecards and calibration routines.
• Mentor leaders; create succession pipelines; promote a culture of service, accountability, and continuous improvement.
• Monitor and analyze KPIs (CSAT/NPS, First Call Resolution/FCR, Average Handle Time/AHT, ASA, Abandonment, SLAs, repeat contact, churn/retention, digital adoption); drive weekly action reviews with cross-functional owners.
• Partner with Operations to align field execution (dispatch, container swaps, route density) with CX outcomes; reduce failure demand.
• Run structured Lean/kaizen projects to eliminate defects and cost-to-serve.
• Manage departmental budget (labor and non-labor), headcount planning, and vendor management; make build-vs-buy recommendations.
• Attract, develop, and retain top CX talent; model LRS values and safety culture.
• Ensure adherence to municipal/contract and regulatory service obligations, privacy, and fair billing practices; partner with Legal and Compliance as needed.
• Performs other duties as required or assigned.

Scope of Responsibility:

This role provides strategic leadership for the contact center and CX CoE teams. Oversees CX scorecard governance and ensures consistent service-level adherence across markets. Executes managerial responsibilities in alignment with company policies and applicable laws, including authority over organizational design, hiring, performance management, disciplinary actions, and terminations.

Requirements:

Knowledge and Skill Requirements:

• Industry experience in waste, logistics, utilities, or other field-services organizations; municipal/contract Service Level Agreement (SLA) exposure is a plus.
• Familiarity with CCaaS/CRM stacks, WFM, QM/analytics, and knowledge management platforms.
• Experience leading web/portal experience improvements in partnership with IT and Marketing.
• Demonstrated success with VOC programs, journey mapping, KPI dashboards, training/quality systems, and technology modernization.
• Strong digital/omnichannel orientation and data-driven decision making.

Education & Experience:

• Bachelor's degree in Business, Communications, Marketing/Management, or related field.
• Minimum of 8 years of progressive leadership in CX/contact center management and a minimum of 3 years leading leaders in multi-site environments.
• Demonstrated success with VOC programs, journey mapping, KPI dashboards, training/quality systems, and technology modernization.
• Strong digital/omnichannel orientation and data-driven decision making.

Physical Demands & Work Environment:

• Prolonged periods of sitting at a desk and working on a computer.
• Specific vision abilities (close, distance, depth, focus.
• Frequent use of hands and fingers to handle, control, or feel objects, tools, or controls.
• Regularly required to talk and hear, both in person and by phone or web meetings.
• Occasionally required to stand, walk, and reach with hands and arms.
• Ability to read and interpret data on a computer screen or printed documents.
• Work is performed in a typical office environment with moderate noise levels, in a climate-controlled environment with heating and air conditioning.
• Potential for remote work or hybrid work arrangement.
• May be required to lift up to 10 pounds.

Travel Required:

Some travel required approximately 10% of the time to contact center and field locations.

This job description is designed to provide a general overview of the responsibilities and qualifications required for the position. It is not intended to be an exhaustive list of all duties or qualifications.

Req Benefits: The Company LRS is the industry leader in providing innovative and environmentally responsibly waste and recycling solutions. Our team delivers exceptional service and value through relentless commitment to customer satisfaction and preservation of the en

Compensation: $140,000-210,000 plus bonus

Additional Details : Physical Demands/Environmental Factors * While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear * Occasionally required to stand and walk

Lakeshore Recycling Systems is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age,