Director of Customer Experience

Job Description

Job Description

Rooted in the Pineywoods and Growing with Purpose

Health Benefits | PTO | Company Sponsored Trips | Paid Training | Salary + Bonuses

There’s something special about Deep East Texas—the warmth, the work ethic, and the deep roots of community. At FESA, we share those same values. For nearly two decades, we’ve been helping federal employees secure their financial futures with integrity, care, and professionalism. Headquartered out of Austin, TX, with an impressive national footprint, we’re proud to grow deeper roots in Nacogdoches, TX, and we’re looking for a natural leader to help carry our mission forward.

What You’ll Do as Director of Customer Experience:

You will lead a high-performance, multi-site call center operation focused on customer outreach, appointment scheduling, and client retention. This role drives operational efficiency, team performance, and an exceptional member experience while supporting continued company growth. You will also serve as the on-site leader for FESA’s expanding Nacogdoches marketing presence, overseeing daily operations and supporting both onsite and remote teams.

• Lead Strategic Operations: Serve as the strategic and operational lead for our high-performance contact center operations.
• Own the Customer Journey: Guide the customer experience from outreach to appointment scheduling to long-term care of our existing client base, ensuring excellence at every touchpoint.
• Inspire and Support Onsite and Remote Teams: Motivate and support a team of agents and managers (on-site and remote) while fostering a culture of accountability, trust, and service.
• Drive Performance and Efficiency: Analyze KPIs and continuously improve systems, scripts, and scheduling protocols to enhance results.
• Oversee Local Operations: Act as the on-site operations lead for our expanding Nacogdoches office, managing daily activity and facility development.
• Ensure Compliance and Quality Standards are Exceeded: Continuously improving scripts, processes, and service delivery while maintaining compliance with federal laws.
• Collaborate with Leadership: Partner with senior leaders to deliver scalable, data-driven solutions that align with our aggressive growth goals.
• Champion Company Values: Embody and promote FESA’s core values.

Who You Are:

• Charismatic Communicator: You lead with grit, grace, and clarity.
• Visionary and Tactical: You are able to set long-term strategy while rolling up your sleeves to get the job done.
• Builder of Culture and People: Skilled in building high-performing, mission-driven teams.
• Confident Presenter at Every Level: from front-line agents to the executive team.
• Strong Decision-making combined with empathetic, emotionally intelligent leadership.
• Passionate about Great Service and Constant Improvement
• Proactive and Organized: You have a track record of improving operations, coaching leaders, and delivering results.

What You Need:

• A visionary leader with 5+ years in sales and sales management leadership experience.
• Experienced in appointment scheduling, B2C or B2B service and sales, and CRM system knowledge.

What We Offer:

• Base Salary + Monthly Performance Bonuses
• Health Benefits & PTO
• Company-Sponsored Trips
• Paid Training & Career Development
• Set your own schedule within our hours of operation. The site's hours of operation are: Monday–Friday, 7 AM-7 PM CST.
• A chance to shape the growth of a purpose-driven company
• A leadership role in a community-rooted, expanding organization

Join Us in Nacogdoches

At FESA, you’ll find more than a career—you’ll find kinship, opportunity, and the chance to make a real difference. If you're ready to lead with heart, deliver excellence, and grow something meaningful in the Pineywoods, we’d be proud to have you. Apply today and start building your legacy.