Director of Customer Experience (Home Services)

Job Description

Job Description

A top client is searching for an experienced Director of Customer Experience in Chicago, IL. As the Director of Customer Experience, you are responsible for leading the overall customer experience strategy and execution across the organization. This role oversees customer service operations, scheduling coordination, call center performance, issue resolution, and customer communication throughout the lifecycle of the customer journey.

The Director of Customer Experience ensures service excellence, operational efficiency, and accountability while building a customer-centric culture aligned with the organization's core principles of quality, service, and integrity.

As the Director of Customer Experience, you are responsible for:

Customer Experience Leadership

·            Develop and lead a best-in-class customer experience strategy 

·            Ensure consistent, professional communication throughout the customer lifecycle 

·            Improve customer satisfaction, retention, and referral generation 

·            Establish service standards and communication expectations across teams 

·            Monitor customer feedback and implement improvement initiatives 

Call Center & Customer Service Operations

·            Oversee daily operations of the customer service and call center teams 

·            Ensure timely handling of inbound calls, web leads, scheduling, and follow-up communication 

·            Optimize staffing levels, workflows, and service responsiveness 

·            Implement KPI tracking and accountability standards for service teams 

·            Develop escalation management processes for customer concerns 

Scheduling & Operational Coordination

·            Oversee installation scheduling coordination between customers, sales, and operations 

·            Improve scheduling efficiency and customer communication regarding timelines 

·            Partner with operations to minimize delays, reschedules, and service disruptions 

·            Ensure proactive communication regarding project status and expectations 

Team Leadership & Development

·            Recruit, coach, and develop customer service leaders and representatives 

·            Build a culture of accountability, urgency, professionalism, and empathy 

·            Establish training programs and onboarding standards 

·            Conduct regular performance reviews and coaching sessions 

·            Develop career pathing and succession planning within the department 

Process Improvement & Systems Management

·            Standardize customer service processes and workflows 

·            Identify operational bottlenecks impacting customer experience 

·            Improve CRM and customer communication systems utilization 

·            Develop reporting dashboards and service analytics 

·            Drive continuous improvement initiatives across departments 

Customer Retention & Reputation Management

·            Oversee customer complaint resolution and escalation management 

·            Monitor online reviews, reputation scores, and customer feedback channels

·            Develop programs to improve referral generation and customer loyalty 

·            Ensure warranty and service concerns are resolved promptly and professionally 

Cross-Functional Collaboration

·            Partner with Sales, Operations, Production, and Accounting teams to improve customer outcomes 

·            Align customer communication standards company-wide 

·            Support company growth initiatives with scalable customer service infrastructure 

·            Perform other related duties as assigned

To be successful in the role, you must possess:

·            Bachelor’s degree in Business, Communications, Operations Management, or a related field preferred; equivalent industry leadership experience will be considered.

·            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.

If you feel that you are a great fit for this opportunity, please apply today!