DIRECTOR OF CUSTOMER EXPERIENCE
$100,000–$150,000 year
On-siteRoanoke, Virginia, United States
Job Summary
Lead and develop Customer Service, Inside & Outside Sales, and Technical Support teams while aligning priorities with broader business objectives. Own the Customer Experience technology ecosystem, evaluating CRM, ERP, telephony, and AI-enabled tools like virtual agents to automate workflows and simplify employee processes. Build comprehensive training and development programs, including onboarding, coaching, and certification, to drive performance and knowledge sharing. Develop proactive strategies for customer growth, retention, and reactivation by partnering with Sales and Marketing on engagement programs. Establish and maintain a scorecard with defined KPIs to track satisfaction, response times, and revenue influence, continuously simplifying workflows to reduce customer friction.
Required Qualifications
- Demonstrated leadership experience in Customer Experience, Customer Service, Contact Center, Inside Sales, Technical Support, or a related customer-facing organization
- Experience leading and developing both frontline employees and supervisors/managers
- Strong ERP and CRM experience
- Experience managing modern contact-center technologies such as telephony, IVR, ticketing/case management, call recording, quality assurance, workforce management, and knowledge management
- Experience implementing technology and leading process improvement initiatives
- Demonstrated experience building onboarding, training, coaching, and professional-development programs
- Strong understanding of customer lifecycle management, retention, reactivation, and growth strategies
- Strong analytical skills and experience leading teams through KPIs, dashboards, and performance metrics
- Strong change-management skills and the ability to drive adoption of new processes and technologies
- Exceptional written, verbal, presentation, and interpersonal communication skills
- A collaborative, high-energy leadership style and the ability to manage multiple priorities in a fast-moving environment
Desired Qualifications
- NetSuite experience
- Practical experience with automation, conversational AI, virtual agents, agent-assist tools, or other AI-enabled Customer Experience technologies
- Experience with EOS or a comparable organizational accountability framework
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