Atlanta-Based Director of Customer Experience

KEH Camera; Atlanta (GA); On-site; USD 120,000 - 190,000; Full time

Benefits offered by this job

401(k) plan

Health and dental coverage

Paid time off

Job summary

KEH Camera is seeking a Director of Customer Experience to simplify buying, selling, trading and servicing gear. Reporting to the CEO, you will own the CX agenda across website, contact center, retail store and operations, driving trust, retention and interaction quality.

Lead Project Impact, translate feedback into actionable changes, and collaborate with Operations, Tech and Marketing to raise customer outcomes and profitability.

Qualifications

• Extensive leadership in customer experience or operations.
• Proven track record improving retention and service outcomes.
• Experience aligning operations, technology, product and marketing.

Responsibilities

• Map customer journeys and identify friction points across channels.
• Lead Project Impact to prioritize and fix key issues.
• Partner with teams to implement improvements and measure impact.
• Oversee service quality, recovery and coaching across functions.
• Define CX requirements for Zendesk, self-service and tools.

Skills

Leadership experience

Customer experience

Cross-functional collaboration

Data-driven decision making

Root-cause analysis

AI tools in customer ops

Tools

Zendesk

CRM systems

Job description

KEH Camera is seeking a Director of Customer Experience to simplify buying, selling, trading and servicing gear. Reporting to the CEO, you will own the CX agenda across website, contact center, retail store and operations, driving trust, retention and interaction quality.

Lead Project Impact, translate feedback into actionable changes, and collaborate with Operations, Tech and Marketing to raise customer outcomes and profitability.