Director, Customer Experience

Transcat, Inc.

80d • $100,000 - $130,000

About The Position

Transcat is a dynamic, innovative, growing company that has been recognized as the leading calibration and compliance services provider in North America and beyond. With over 1,000 employees—in technical, consulting, operational, sales, finance, and corporate roles—we have stood the test of time by delivering on our Trust in Every Measure promise to our customers in vital industries, including life sciences, aerospace, defense, energy, and utilities. We fulfill this promise through our employees, who live Our Values every day, the Transcat Way. Our employees are at the center of the rewarding, challenging, and life-changing work we do for our customers and those they serve. Are you ready to join a company where the work you do makes a difference, and where you can grow in your career? The Director of Customer Experience is passionate about elevating the experience our customers have working with us and is responsible for designing, leading, and optimizing all aspects of the customer journey, with direct oversight of Customer Service Representatives (CSRs), onsite service scheduling, the recalibration process, and third-party managed services (TMS) partnerships. This role ensures seamless service delivery, operational efficiency, and a consistent, high-quality experience for customers across all touchpoints.

Requirements

• Proven leadership and people management skills, with the ability to inspire, develop, and motivate a large team across 30+ locations without direct reporting lines
• Skilled in KPI development, tracking, and data analysis
• Strong ability to quickly, creatively, proactively, and effectively use data and sound judgment to devise solutions to complex customer issues and business opportunities and challenges
• Customer-first mindset with proven ability to enhance the customer journey
• Strategic thinking and visioning
• Passion for exceeding expectations
• Exceptional oral and written communication and stakeholder management skills
• Bachelor’s degree in Business Administration, Operations, or a related field (Master’s degree preferred)
• 8+ years of experience in customer service, operations, or service delivery management, with at least 3 years in a leadership role
• Proven track record in process ownership, operational optimization and scalability, and managing cross-functional initiatives
• Demonstrated ability to own and optimize customer service processes, including scheduling, call responsiveness, and third-party service management
• Experience partnering cross-functionally with sales, operations, marketing, human resources, and data teams to drive customer satisfaction and performance excellence
• Proficiency with CRM systems, scheduling tools, and customer service platforms

Responsibilities

• Create and implement customer service strategies, policies, and processes to achieve business objectives and improve the customer experience
• Monitor and analyze customer satisfaction data and key performance indicators (KPIs) to identify trends, pinpoint areas for improvement, and drive actionable solutions
• Partner with Regional Sales team management for alignment on the understanding of our customers’ experiences and needs
• Partner with the Data Management team to develop, track, and roll out meaningful KPIs for CSRs, onsite scheduling, recalibration, onsite retention, and TMS services
• Ensure KPI dashboards and reports provide actionable insights to drive decision-making and performance improvements
• Report on performance trends, root cause analysis, and improvement actions to senior leadership
• Lead, coach, and develop a high-performing Customer Service team to deliver exceptional service and enhance customer intimacy
• Lead and manage the Administrative Support Team to ensure uniformity in practice and performance
• Establish clear ownership and accountability for onsite scheduling, recalibration workflows, and TMS partner management
• Foster a customer-first culture built on responsiveness, empathy, and problem resolution
• Serve as the voice of the customer, bringing customer feedback and concerns to internal departments to influence product development and service improvements
• Put in place customer-facing actions that meet the highest customer service best practices and standards
• Provide call listening feedback for improvement or upsell opportunities
• Oversee customer scheduling to ensure optimal resource allocation and timely service delivery
• Monitor customer retention to drive repeat service engagement, address at-risk accounts, and enhance long-term customer relationships
• Own the service notification process, ensuring compliance with quality standards, turnaround time goals, and best practices
• Partner with Regional Service Managers to address service delivery challenges in the field
• Work cross-functionally to meet customer needs and resolve customer issues effectively, creating and managing efficient and scalable processes

Benefits

• Paid time off
• Health insurance
• Tuition reimbursement
• Retirement
• Stock purchase plan

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees