Leader of Customer Experience Operations

Operational leader responsible for delivering a world-class 7-STAR customer experience across the contact center; owns the end-to-end quality review program, performance management, and KPI accountability; drives capacity forecasting, service readiness, and staffing alignment to meet service levels; partners with Marketing, Operations, Finance, CX Enablement, and other functions to support membership growth, retention, and long-term value; leads hiring standards, onboarding, coaching, and development of Leads and Specialists; builds a high-performance, engaged culture while ensuring consistent, professional customer interactions and timely issue resolution.