Director of Customer Experience (Home Services)
On-siteChicago, Illinois, United States
Job Summary
Develop and lead a best-in-class customer experience strategy while overseeing daily operations of customer service and call center teams. Ensure consistent communication throughout the customer lifecycle, optimize staffing levels, and implement KPI tracking for service teams. Manage installation scheduling coordination between customers, sales, and operations to minimize delays and service disruptions. Recruit, coach, and develop customer service leaders, establish training programs, and conduct regular performance reviews. Standardize service processes, improve CRM utilization, and drive continuous improvement initiatives across departments. Monitor online reviews, resolve customer complaints, and partner with Sales, Operations, and Production teams to improve customer outcomes. Lead a best-in-class customer experience strategy while overseeing daily operations of customer service and call center teams. Ensure consistent communication throughout the customer lifecycle, optimize staffing levels, and implement KPI tracking for service teams. Manage installation scheduling coordination between customers, sales, and operations to minimize delays and service disruptions. Recruit, coach, and develop customer service leaders, establish training programs, and conduct regular performance reviews. Standardize service processes, improve CRM utilization, and drive continuous improvement initiatives across departments. Monitor online reviews, resolve customer complaints, and partner with Sales, Operations, and Production teams to improve customer outcomes.
Required Qualifications
- 7–10+ years of progressive leadership experience in customer service, call center operations, service operations, or customer experience management roles
- Experience leading customer service teams at scale, preferably within home services, construction, specialty trades, or other operationally complex service industries
- Proven success improving customer satisfaction metrics, online reputation, service responsiveness, and customer retention through process and team improvements
- Experience managing KPIs, workforce performance metrics, escalation processes, and operational reporting within multi-location or high-volume service environments
- Demonstrated experience implementing workflow improvements, customer communication processes, CRM systems, or service-related operational tools
- Strong background in employee coaching, performance management, and leadership development, with a track record of building engaged and accountable teams
- Experience collaborating cross-functionally with sales, operations, scheduling, and field leadership teams to improve customer outcomes and operational efficiency
- Excellent communication, coaching, and conflict resolution skills, with the ability to effectively manage escalated customer concerns while maintaining professionalism under pressure
- Customer-first mindset balanced with operational discipline, urgency, and a commitment to delivering measurable business results
Desired Qualifications
- Bachelor's degree in Business, Communications, Operations Management, or a related field preferred; equivalent industry leadership experience will be considered
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