Director, Contact Center & Customer Experience

Landing Point; Woodbridge Township (NJ); On-site; USD 62,000 - 69,000; Full time

Job summary

Landing Point in New Jersey seeks a seasoned Contact Center Director to lead customer experience and service delivery across the organization. You will set strategic goals, supervise teams, and drive initiatives to enhance digital adoption and process efficiency.

The role focuses on delivering exceptional customer service while managing regulatory and risk responsibilities and coaching managers toward a high-performance culture.

Qualifications

• 10-15 years of experience in a relevant field.
• Experience in leadership roles within contact center operations.

Responsibilities

• Provide overall leadership and direction for the Contact Center.
• Establish and manage service level, quality, and customer satisfaction goals.
• Lead workforce planning, staffing, budgeting, and performance management activities.
• Drive process improvements, automation, and digital adoption initiatives.
• Partner with business lines to ensure effective support for products, services, and customer needs.
• Manage regulatory, compliance, audit, and risk-related responsibilities.
• Develop and mentor managers and supervisors while building a high-performance culture.

Skills

Leadership experience

Contact center operations

Strategic planning

Job description

Landing Point in New Jersey seeks a seasoned Contact Center Director to lead customer experience and service delivery across the organization. You will set strategic goals, supervise teams, and drive initiatives to enhance digital adoption and process efficiency.

The role focuses on delivering exceptional customer service while managing regulatory and risk responsibilities and coaching managers toward a high-performance culture.