Director of Customer Experience

OVATION COMMUNITIES • Milwaukee, WI

5d • Onsite

About The Position

Ovation Communities is seeking a Director of Customer Experience. This person is responsible for driving a culture of exemplary customer service and ensuring a consistent positive experience for residents, customers, and visitors to Ovation Communities, both on site and as conveyed by our brand and community presence.

Requirements

• Five years’ experience as a senior leader in healthcare or hospitality/customer service.
• Bachelor’s degree in business administration with a focus on hospitality or related field.
• Must maintain complete confidentiality and discretion.
• Read, write and speak the English language.

Responsibilities

• Oversee the Front Desk and Receptionists across the campus
• Excel as a Quality Service Provider Pertaining to Areas of Responsibility
• Collaborate in optimizing current services offered by Ovation Communities
• Work across departments and entities to ensure resident and customer experience initiatives are practiced throughout the entire continuum of care
• Drive key quality and operating factors for continual improvement
• Inspire an empowered service culture of excellence and ownership
• Continually strive to improve resident, visitors, family and overall customer experience
• Makes rounds of total facility to inspect for cleanliness and proper daily maintenance
• Develop a resident satisfaction system to track experience
• Participate in new Hire Orientations and ongoing staff trainings to advance customer service initiatives.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 51-100 employees