Head of Customer Experience & CX Strategy

EcoShield Pest Solutions; Chandler (AZ); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Weekly Pay

Paid sick leave

Vacation time

Comprehensive benefits

401(k) with match

Employee Assistance Program (EAP)

Discounted pest control services

Job summary

EcoShield Pest Solutions is seeking a Director of Customer Experience to lead a multi-layered CX organization and own service delivery across channels. You will drive performance metrics, collaborate with Workforce Management and Quality teams, and translate company goals into actionable CX strategies.

The role requires 7+ years of leadership in customer service environments, a data-driven mindset, and a strong focus on end-to-end customer journeys. Competitive benefits are offered.

Qualifications

• 7+ 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.
• Strong operational leadership skills with the ability to balance strategy and execution.

Responsibilities

• Lead and develop a multi-layered leadership organization including Senior Managers, Managers, Supervisors, and frontline teams.
• Own overall customer service performance including service level, customer satisfaction, productivity, quality, and retention metrics.
• Translate company objectives into operational strategies, goals, and execution plans for Customer Experience teams.
• Define and execute customer experience strategies that improve satisfaction, effort, and loyalty.
• Lead executive-level reporting for CX performance, trends, and strategic initiatives.

Skills

Leadership experience

Customer experience

Performance management

Data-driven decision making

Education

High school diploma or equivalent

Tools

CRM systems

Job description

EcoShield Pest Solutions is seeking a Director of Customer Experience to lead a multi-layered CX organization and own service delivery across channels. You will drive performance metrics, collaborate with Workforce Management and Quality teams, and translate company goals into actionable CX strategies.

The role requires 7+ years of leadership in customer service environments, a data-driven mindset, and a strong focus on end-to-end customer journeys. Competitive benefits are offered.