Head of Customer Experience & Service Excellence

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

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