Director of Customer Experience

The Shield Companies; Chandler (AZ); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Weekly pay

Paid time off

Medical/dental/vision

401(k) with match

Employee assistance program

Discounted pest control

Job summary

EcoShield Pest Solutions seeks a Director of Customer Experience to lead the CX strategy and call center operations, overseeing Senior Managers and Managers to deliver exceptional end-to-end service. You will own performance metrics, drive continuous improvement, and partner with Marketing, Sales and Operations to optimize the customer journey, with a data-driven, growth-focused leadership style.

This role requires 7+ years in customer service leadership and a passion for coaching teams in a

Qualifications

• 7+ years of progressive leadership in customer service, contact center, or customer experience operations.
• Proven experience leading multi-level teams in high-volume call center or CX environments.
• Data-driven, solutions-oriented mindset with strong judgment and decision-making ability.
• High school diploma or equivalent required.

Responsibilities

• Lead and develop a multi-layer leadership organization to align with performance goals and CX standards.
• Own overall CX performance metrics including service levels, customer satisfaction, productivity, and retention.
• Define and execute CX strategies to improve satisfaction, effort, and loyalty; drive continuous improvement initiatives.
• Own executive-level reporting for CX performance, trends, and strategic initiatives with data-driven decision making.

Skills

Leadership

CX metrics

Call center

Data-driven

Staffing

Cross-functional

Education

High school diploma

Tools

Excel

CRM systems

Job description

275 E Rivulon Blvd Ste 106 Gilbert, Arizona 85927Position SummaryThe 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.ResponsibilitiesLeadership & Team DevelopmentLead 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 ManagementOwn 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 ImprovementDefine 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 & AnalyticsOwn 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 Requirements7+ 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.EcoShield Pest Solutions is proud to offer competitive pay and full 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.Physical Demands and Working RequirementsThe 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 workstationFrequent use of hands and fingers for typing and using a computer mouseOccasionally lift and carry office materials or supplies up to 25 poundsRequires clear vision for reading documents, computer screens, and other office materialsWork is inside a climate-controlled office with quiet to moderate noise levelThe 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.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.