Director of Customer Experience

Position Summary The Director of Customer Experience is responsible for the overall performance, strategy, and execution of customer service and call center operations while leading a team of Senior Managers and Managers. The Director owns service delivery, performance management, operational execution, and cross-functional collaboration to ensure an exceptional end-to-end customer experience. Leadership & Team Development Lead and develop a multi-layered leadership organization including Senior Managers, Managers, Supervisors, and frontline teams. Set clear expectations and accountability for leaders at all levels, ensuring alignment to performance goals and customer experience standards. Build a strong leadership bench through coaching, succession planning, and talent development. Foster a performance-driven, customer-centric culture aligned with EcoShield values. Operations & Performance Management Own overall customer service performance including service level, customer satisfaction, productivity, quality, and retention metrics. Partner closely with Workforce Management, Quality, and Training to ensure staffing, readiness, and execution support performance goals. Translate company objectives into operational strategies, goals, and execution plans for Customer Experience teams. Monitor and address performance trends, risks, and opportunities across all CX channels. Customer Experience Strategy & Continuous Improvement Define and execute customer experience strategies that improve satisfaction, effort, and loyalty. Champion the voice of the customer and ensure feedback, insights, and data drive operational improvements. Lead continuous improvement initiatives focused on process efficiency, quality, and customer outcomes. Partner with Marketing, Sales, and Operations to improve the end-to-end customer journey. Reporting & Analytics Own executive-level reporting for Customer Experience performance, trends, and strategic initiatives. Use data and analytics to guide decision-making, prioritize initiatives, and measure impact. Ensure performance data is accurate, actionable, and clearly communicated to stakeholders. Qualifications and Requirements 7+ years of progressive leadership experience in customer service, contact center, or customer experience operations required. Proven experience leading multi-level teams with a strong background operating high-volume call center or similar customer experience environments. Proven experience scaling teams, processes, and performance in a growth-oriented organization. Strong operational leadership skills with the ability to balance strategy and execution. Deep understanding of customer experience metrics, performance management, and service delivery models. Data-driven, solutions-oriented mindset with strong judgment and decision-making ability. High school diploma or equivalent required. Why Work for EcoShield Pest Solutions? The Shield Co. Management / EcoShield Pest Solutions is one of the fastest-growing pest control companies in the country! Our mission is to create the world’s happiest family, and our purpose is to spread happiness. We do this by delivering exceptional experiences to our customers, employees, partners, and communities—treating everyone like family. Benefits Weekly Pay – get paid every Friday! Paid sick and vacation time along with 10 company-paid holidays. Comprehensive benefits package including medical, dental, and vision options. 401(k) with a competitive match. Access to the Employee Assistance Program (EAP). Discounted pest control services for employees and their friends and family. Additional Benefits and Support Comprehensive Health Coverage – Medical, dental, and vision plans designed to fit your needs Financial Well-Being – 401(k) with company match to help you plan for the future Health Savings Options – HSA plans with tax advantages to maximize your healthcare dollars Income Protection – Short- and long-term disability and life insurance options Wellness & Mental Health Support – Employee Assistance Program and wellness resources Flexible Care Access – Virtual care options for convenient, on-demand support Growth & Stability – A company that invests in your long-term success Physical Demands and Working Requirements The physical demands and working conditions outlined here are typical requirements for an employee to effectively carry out the essential duties of this job. Reasonable accommodations may be provided to assist individuals with disabilities in performing these essential functions. Requires prolonged periods of sitting at a desk or workstation. Frequent use of hands and fingers for typing and using a computer mouse. Occasionally lift and carry office materials or supplies up to 25 pounds. Requires clear vision for reading documents, computer screens, and other office materials. Work is inside a climate-controlled office with quiet to moderate noise level. The above statements are meant to outline the general nature and scope of work performed by employees in this role. They should not be interpreted as an exhaustive list of all responsibilities, duties, and skills required for this position. Equal Opportunity / Diversity Statement EcoShield is an equal opportunity employer, committed to diversity and inclusion. We make employment decisions based on merit and business needs, without discrimination based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Americans with Disabilities Act (ADA): The Shield Co. Management, LLC is committed to providing reasonable accommodations to qualified individuals with disabilities during both the hiring process and throughout employment, in accordance with applicable laws. #J-18808-Ljbffr