Head of Customer Experience & Operational Excellence

4over; Columbus (OH); On-site; USD 120,000 - 180,000; Full time

Job summary

4over is seeking a strategic Customer Relations Director to lead and scale our Customer Care Relations organization. This leader will guide a high-performing, multi-site team to deliver exceptional service during and after purchase, while driving satisfaction, retention, and long-term value.

Reporting to the VP of eCommerce and Customer Experience, the role emphasizes process improvement, KPI oversight, and cross-functional collaboration to sustain growth and a culture of service excellence.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 10+ years of progressive leadership experience in Customer Service, Customer Experience, or Operations.
• 5+ years leading large, multi-site customer service organizations.
• Proven success building, developing, and leading high-performing customer service teams.
• Experience utilizing KPIs, analytics, and customer insights to drive business decisions.
• Proficiency with CRM platforms and customer service technologies.
• Excellent communication, leadership, coaching, and relationship-building skills.
• Experience managing budgets, forecasting, and workforce planning is preferred.

Responsibilities

• Lead, mentor, and develop Customer Support Managers, Supervisors, and team members while fostering a high-performing, customer-first culture.
• Build scalable organizational structures, processes, and development plans to support future growth.
• Coach leaders through performance management, career development, and succession planning.
• Create an environment focused on accountability, collaboration, and continuous improvement.
• Champion the voice of the customer across the organization and drive initiatives that improve customer satisfaction and loyalty.
• Establish customer experience standards and ensure consistent service delivery across multiple locations.
• Oversee customer escalations, identify root causes, and implement long-term solutions.
• Continuously evaluate customer touchpoints and recommend improvements that enhance the overall customer journey.
• Lead continuous improvement initiatives to streamline workflows, increase efficiency, and improve service levels.
• Develop standardized processes and best practices that create consistency across teams and locations.
• Drive operational excellence through process optimization and performance management.
• Establish, monitor, and analyze KPIs related to customer satisfaction, response times, service quality, productivity, and team performance.
• Utilize customer feedback and operational data to identify trends, recommend improvements, and drive business decisions.
• Develop executive-level reporting that provides meaningful insights into customer experience and departmental performance.
• Manage forecasting, staffing, and resource planning to support business needs.
• Provide strategic recommendations that support organizational growth and customer success.
• Stay current on industry trends, emerging technologies, and customer experience best practices to continuously evolve the customer care function.

Skills

Leadership

Customer Service

Analytics

Forecasting

Budgeting

Communication

Coaching

Relationship-building

Education

Bachelor's degree or equivalent combination

Tools

CRM platforms

Job description

4over is seeking a strategic Customer Relations Director to lead and scale our Customer Care Relations organization. This leader will guide a high-performing, multi-site team to deliver exceptional service during and after purchase, while driving satisfaction, retention, and long-term value.

Reporting to the VP of eCommerce and Customer Experience, the role emphasizes process improvement, KPI oversight, and cross-functional collaboration to sustain growth and a culture of service excellence.