Director of Customer Experience & Operations

NOW Hiring Heroes • Dallas, TX

18d • $180,000 - $250,000 • Remote

About The Position

Leads end-to-end customer experience strategy, ensuring exceptional service delivery across all fire protection offerings. Oversees the full customer journey—engagement, scheduling, inspection, service execution, and account management—to drive loyalty, retention, and growth. Combines operational excellence with deep knowledge of customer needs in a regulated, safety-critical environment.

Requirements

• Bachelor’s in Business/Operations required; MBA preferred.
• 10+ years in CX, operations, or service leadership; fire protection/building services preferred.
• Demonstrated success improving satisfaction and retention through strategic initiatives.
• Strong knowledge of service operations, scheduling, compliance, and field workforce dynamics.
• Excellent leadership, communication, and cross-functional partnership skills.
• Proficient with CRM/service management systems (e.g., ServiceTrade, Salesforce).

Responsibilities

• Define and execute a company-wide CX strategy aligned with business goals.
• Represent the customer in executive decision-making, influencing service design and technology.
• Establish and manage KPIs (NPS, CSAT, response times) and lead continuous improvement.
• Map and optimize the full customer lifecycle for consistency, compliance, and quality.
• Collaborate with operations, sales, and field teams to reduce friction and improve communication.
• Modernize customer interactions via digital tools, self-service, and proactive communication.
• Build and lead high-performing customer service, dispatch, and account management teams.
• Foster a culture of accountability, empathy, and service excellence.
• Provide training to ensure knowledgeable, compliant support in fire protection services.
• Align service delivery with NFPA codes, AHJ requirements, and industry best practices.
• Create escalation protocols and service recovery processes.
• Drive efficiency improvements that reduce response times and increase first-contact resolution.
• Use CRM, service platforms, and analytics to generate actionable customer insights.
• Champion technology solutions that improve communication, transparency, and scheduling accuracy.
• Report performance metrics and recommend strategies to leadership.

What This Job Offers

• Job Type: Full-time
• Career Level: Director