Director of Customer Experience

Strategic Leadership & Vision:

• Design enterprise-wide customer support strategies aligned with organizational growth and service objectives.
• Build remote call center structures, staffing models, and escalation frameworks.

Call Center Buildout & Operations:

• Establish core operational components and define standard operating procedures for all customer interactions.
• Set up and optimize call center technology and ensure secure remote work environments and business continuity.

Hiring, Training & Team Development:

• Lead recruitment, onboarding, and development of all customer experience staff and leaders.
• Build a performance-driven, customer-centric remote culture with clear accountability and coaching.

Performance Management & Metrics:

• Define and manage key performance indicators and service-level targets using data analytics.
• Lead regular performance reviews and champion the voice of the customer across the organization.