Head of Customer Experience & Growth

Foot Levelers; Roanoke (VA); On-site; USD 100,000 - 150,000; Full time

Job summary

Foot Levelers in Roanoke, VA seeks a Director of Customer Experience to lead how we serve, support, and grow our customers. This strategic, operational role spans Customer Service, Inside & Outside Sales, and Technical Support, driving alignment of people, processes, technology, training, and data.

The ideal leader modernizes workflows with smarter processes, automation, and AI-enabled tools while keeping Love and Service at the center of the customer journey.

Qualifications

• Demonstrated leadership in Customer Experience, Customer Service, or related customer-facing org.
• Experience leading frontline employees and supervisors/managers.
• Strong ERP and CRM experience; NetSuite preferred.
• Experience with modern contact-center technologies (telephony, IVR, ticketing/case management, call recording, QA, WFM, knowledge management).
• Experience implementing automation and AI-enabled CX tools.
• Proven ability to build onboarding, training, and professional-development programs.
• Strong grasp of customer lifecycle management, retention, and growth strategies.
• Analytical skills with KPI dashboards and performance metrics.

Responsibilities

• Lead and develop Customer Service, Sales, and Technical Support teams and their leaders.
• Create an environment of accountability, development, collaboration, and high performance.
• Partner with senior leadership to align CX priorities with business objectives.
• Maintain connection to customers through calls, events, and time in the field.
• Translate customer and employee insights into meaningful improvements across the organization.
• Own and continuously improve the CX technology ecosystem.
• Evaluate and optimize CRM, ERP, contact-center, telephony, ticketing, knowledge-base, and other CX tools.
• Identify opportunities to automate routine work and simplify workflows.
• Lead adoption of AI-enabled capabilities and manage change.
• Establish and maintain structured onboarding and training programs.

Skills

Leadership

Customer Experience

CRM

ERP

Change Management

Analytics

Training Programs

Onboarding

Cross-functional

Tools

NetSuite

Job description

Foot Levelers in Roanoke, VA seeks a Director of Customer Experience to lead how we serve, support, and grow our customers. This strategic, operational role spans Customer Service, Inside & Outside Sales, and Technical Support, driving alignment of people, processes, technology, training, and data.

The ideal leader modernizes workflows with smarter processes, automation, and AI-enabled tools while keeping Love and Service at the center of the customer journey.