DIRECTOR OF CUSTOMER EXPERIENCE

FOOT LEVELERS LTD•Roanoke, VA

1d•$100,000 - $150,000•Onsite

About The Position

Foot Levelers is looking for a Director of Customer Experience to lead and evolve how we serve, support, and grow our customers. This is a strategic, operational, and people-focused leadership role with responsibility across Customer Service, Inside & Outside Sales, and Technical Support. You'll work with a high-performing Customer Experience organization by bringing together the right people, processes, technology, training, and data. We're looking for a leader who can deliver an outstanding customer experience today while helping us build what's next. You'll modernize how our teams work through smarter processes, automation, AI-enabled tools, knowledge management, analytics, and structured training—all while keeping our commitment to Love and Service at the center of the customer experience.

Requirements

Demonstrated leadership experience in Customer Experience, Customer Service, Contact Center, Inside Sales, Technical Support, or a related customer-facing organization.
Experience leading and developing both frontline employees and supervisors/managers.
Strong ERP and CRM experience.
Experience managing modern contact-center technologies such as telephony, IVR, ticketing/case management, call recording, quality assurance, workforce management, and knowledge management.
Experience implementing technology and leading process improvement initiatives.
Demonstrated experience building onboarding, training, coaching, and professional-development programs.
Strong understanding of customer lifecycle management, retention, reactivation, and growth strategies.
Strong analytical skills and experience leading teams through KPIs, dashboards, and performance metrics.
Strong change-management skills and the ability to drive adoption of new processes and technologies.
Exceptional written, verbal, presentation, and interpersonal communication skills.
A collaborative, high-energy leadership style and the ability to manage multiple priorities in a fast-moving environment.

Nice To Haves

NetSuite experience is strongly preferred.
Practical experience with automation, conversational AI, virtual agents, agent-assist tools, or other AI-enabled Customer Experience technologies is strongly preferred.
Experience with EOS or a comparable organizational accountability framework is preferred.

Responsibilities

Lead and develop Customer Service, Sales, and Technical Support teams and their leaders.
Create an environment of accountability, development, collaboration, and high performance.
Partner with senior leadership to align Customer Experience priorities, policies, systems, and practices with broader business objectives.
Maintain a strong connection to our customers through calls, events, seminars, and time in the field.
Translate customer and employee insights into meaningful improvements across the organization.
Own and continuously improve the Customer Experience technology ecosystem.
Evaluate and optimize CRM, ERP, contact-center, telephony, ticketing, knowledge-base, call-recording, quality-assurance, workforce-management, and customer-communication technologies.
Identify opportunities to automate routine work and simplify employee workflows.
Evaluate and implement AI-enabled capabilities such as virtual agents, agent-assist tools, automated communications, knowledge retrieval, interaction summarization, and workflow automation.
Lead adoption and change management as new technologies and processes are introduced.
Build and own a comprehensive Customer Experience training and development program.
Establish structured onboarding and role-based training for new employees.
Develop ongoing product, sales, service, systems, and technical education.
Establish effective call coaching, quality calibration, scripting, objection handling, knowledge checks, and certification programs.
Create repeatable resources and documentation that make knowledge easy to find and share.
Measure the impact of training through employee performance and customer outcomes.
Develop proactive strategies to get, keep, and grow customers.
Partner with Sales, Marketing, and Growth on customer onboarding, first-purchase follow-up, reorder, reactivation, cross-sell, retention, and outbound engagement programs.
Use customer segmentation to develop appropriate service and outreach strategies.
Help Customer Experience teams identify opportunities to deepen relationships and increase customer utilization of Foot Levelers products, technology, programs, and resources.
Ensure customer programs and promotional initiatives are executed effectively and deliver a strong customer experience.
Establish and maintain a Customer Experience scorecard with clearly defined KPIs.
Use customer, sales, employee, and operational data to identify trends, opportunities, performance gaps, and root causes.
Track measures such as customer satisfaction, response time, service level, first-contact resolution, call quality, conversion, reorder behavior, retention, reactivation, productivity, revenue influence, and training effectiveness.
Develop and maintain Standard Operating Procedures for core Customer Experience processes.
Continuously simplify workflows, reduce manual work, and eliminate customer friction.