Dir Customer Experience (Service)

Job Overview

The Director of Customer Experience (Service) leads and directs the Customer Connection Hub (CCH) customer service organization inclusive of the accountability for all Equipment Services (EQS) scheduling and dispatch responsibilities. The role is responsible for delivering first-response resolutions across all customer service inquiries and for owning the scheduling, dispatch, and inbound coordination of equipment service work, as well as phone fix capability integrating like work into a single, efficient, automation-enabled operating model.

This leader directs the day-to-day operations of managers, supervisors, and frontline team leads, driving execution across sales support, productivity, efficiency, equipment services support and logistics, and the overall customer experience. The Director executes strategy to ensure daily, weekly, monthly, and quarterly tracking and targeted performance metrics are met, and develops teammates through effective performance management, coaching, and training grounded in servant leadership mutually agreed upon by Customer Connection Hub (CCH) & Equipment Services (EQS) leadership.

The Director partners closely with the Sales and Service Strategy and Transformation team, the Business Process and Systems team, Regional Sales and Operations, Equipment Services leadership, National Accounts, , and CONA to deliver CCH and Interactive Voice Response automation, integrate customer service processes, and evolve EQS and Customer Service workflows for efficiency, quality, and speed.

Duties & Responsibilities

• Lead customer service, contact center, and equipment services operations to deliver exceptional customer experiences, achieve service-level commitments, and drive business performance.
• Direct customer issue resolution, escalation management, and service execution strategies, using business insights and performance data to improve results and optimize operational effectiveness.
• Oversee end-to-end equipment services scheduling, dispatch, logistics, and resource planning to ensure timely, cost-effective service delivery across the network.
• Drive operational excellence and continuous improvement by streamlining processes, eliminating duplication, leveraging automation, and enhancing productivity, quality, and customer engagement.
• Partner with Sales, Operations, Equipment Services, Marketing, and other cross-functional leaders to execute commercial strategies, improve service capabilities, and support business growth.
• Lead, develop, and optimize organizational capability through effective leadership, coaching, workforce planning, succession management, and performance accountability.
• Other duties as assigned

Knowledge, Skills, & Abilities

• Experience with a DSD environment and an understanding of CCCI go-to-market strategies for Sales and Equipment Service Operations.
• Demonstrated ability to influence cross-functional leaders and customers at all organizational levels to drive action through teams the role does not directly control.
• Strong analytical and root-cause problem-solving skills, with the ability to interpret customer and operational data to drive decision-making.
• Proficient written and oral communication skills, with transparent communication when making critical decisions that impact teammates, the contact center, customers, and business partners.
• 3+ years of experience with MS Office 365, specifically Word, Excel, and PowerPoint.

Minimum Qualifications

• Bachelor's degree
• One year of call center experience.
• Two years minimum experience leading teams, with a proven ability to coach, teach, train, and develop leaders.
• Experience with a Direct-Service Delivery (DSD) environment and an understanding of go-to-market strategies for Sales and Equipment Service Operations.
• Advanced ability to influence others at all levels and to deliver against complex, competing priorities with time-sensitive and critical deadlines.
• Excellent written and oral communication skills.
• 5+ years of experience with MS Office 365, specifically Word, Excel, and PowerPoint.
• Demonstrated experience managing, overseeing, or supporting business improvement or related projects.

Preferred Qualifications

• Bachelor degree (four years) in Business, Business Management, Communications, Finance, Operations, or Human Resources.
• Knowledge acquired through three to five years of relevant work experience.

Work Environment

In-office environment required.