Director, Customer Experience & Innovation

FOOT LEVELERS LTD; Roanoke (VA); On-site; USD 100,000 - 150,000; Full time

Job summary

Foot Levelers Ltd. in Roanoke, VA seeks a Director of Customer Experience to lead and evolve how we serve, support, and grow our customers.

You will oversee Customer Service, Inside & Outside Sales, and Technical Support, driving smarter processes, automation, and AI-enabled tools while keeping Love and Service at the center of the customer journey. You will partner with senior leaders to align CX priorities with business objectives, manage a high-performing team, and build a comprehensive

Qualifications

• Demonstrated leadership in customer experience and service environments.
• Experience guiding frontline teams and supervisors.
• Strong knowledge of CRM/ERP platforms and related tech.
• Proven ability to translate data into actionable improvements.
• Experience with automation and AI-enabled customer tools is preferred.

Responsibilities

• Lead and develop Customer Service, Sales, and Technical Support teams and their leaders.
• Partner with senior leadership to align CX priorities with business goals.
• Own and improve the CX technology ecosystem including CRM/ERP and contact-center tools.
• Drive training, onboarding, and coaching programs for staff.
• Develop proactive customer growth and engagement strategies.

Skills

Leadership

Customer Experience

AI-enabled tools

Change management

Analytical skills

Tools

NetSuite

CRM systems

ERP systems

Contact center tech

Job description

Foot Levelers Ltd. in Roanoke, VA seeks a Director of Customer Experience to lead and evolve how we serve, support, and grow our customers.

You will oversee Customer Service, Inside & Outside Sales, and Technical Support, driving smarter processes, automation, and AI-enabled tools while keeping Love and Service at the center of the customer journey. You will partner with senior leaders to align CX priorities with business objectives, manage a high-performing team, and build a comprehensive