Chief Customer Experience & Delivery Operations

Morris Furniture Company, Inc.; Fairborn (OH); On-site; USD 90,000 - 140,000; Full time

Job summary

Morris Furniture Company, Inc. is seeking a Director of Customer Experience to provide strategic leadership across CX and Delivery Operations.

You will lead the Customer Care Call Center and Delivery Processing teams, align initiatives with company goals, and drive continuous improvement to enhance service quality and efficiency. The role focuses on uniting people, processes, and technology to elevate the customer experience, partner with stores and service teams, and accelerate growth across

Qualifications

• 5+ years in customer service, call center, delivery operations, or related leadership roles.
• 5+ years of people management experience.
• Experience overseeing service metrics and cross-functional KPIs.

Responsibilities

• Provide leadership to Customer Care and Delivery Operations leaders and teams.
• Set departmental goals and KPIs aligned with company objectives.
• Develop and execute strategies to improve customer experience and operational efficiency.
• Oversee training, coaching, and quality assurance programs for agents.
• Monitor forecasting, staffing, and scheduling to meet service needs.
• Collaborate with stores, delivery, warehouse, and service teams to resolve issues.

Skills

Leadership

Analytical skills

Communication skills

Multitasking

Problem-solving

Education

Bachelor’s Degree in Business or related field

Job description

Morris Furniture Company, Inc. is seeking a Director of Customer Experience to provide strategic leadership across CX and Delivery Operations.

You will lead the Customer Care Call Center and Delivery Processing teams, align initiatives with company goals, and drive continuous improvement to enhance service quality and efficiency. The role focuses on uniting people, processes, and technology to elevate the customer experience, partner with stores and service teams, and accelerate growth across