Leader of Customer Experience Operations

Doswell Operating Group•Richmond, VA

2d•Onsite

About The Position

The Leader of Customer Experience Operations is the operational leader responsible for ensuring the Customer Experience team delivers a world‑class, 7‑STAR customer experience consistently and at scale. This role leads a Customer Experience organization that serves as both customer advocates and brand ambassadors—supporting customers with care and confidence while representing the company’s values and commitment to long‑term relationships. The team is expected to address the immediate purpose of each interaction while also strengthening trust, loyalty, and long‑term value for all customers. The Leader owns performance, quality, capacity, and execution discipline across the contact center, translating the company’s 7‑STAR experience philosophy into measurable outcomes, observable service behaviors, and cultural standards. While the 7‑STAR framework is defined at the enterprise level, this role ensures it is operationally embedded through daily leadership, coaching, quality measurement, KPIs, accountability, and recognition. By balancing customer advocacy with business outcomes, the Leader ensures Customer Experience meaningfully supports membership growth, revenue protection, and brand trust while operating as a disciplined, high‑performing function.

Requirements

4 Year Degree
The 7‑STAR standard is consistently reflected in customer interactions
Customer Experience team is viewed as a trusted advocate and promoter of the company and its members
Quality reviews are executed reliably, consistently, and drive measurable improvement
Monthly KPIs are visible, actively managed, and met
Service levels remain stable during peak demand
Membership adoption and retention are supported through service interactions
Leads operate independently with confidence, sound judgement, and accountability
Recognition reinforces the right behaviors and results
The team demonstrates pride, engagement, and ownership
Customer Service delivers actionable insights that improve the business
This role ensures Customer Service operates as a world‑class experience engine—delivering a consistent 7‑STAR standard of excellence, advocating for customers and members, protecting revenue, enabling growth, and building long-term value through trust, engagement, and pride.

Nice To Haves

Not everyone may fulfill all the requirements listed here. If you possess the necessary skills but are unsure about your background, please don’t hesitate to apply. We welcome your application and are eager to explore the opportunity with you. We’re constantly seeking individuals who can contribute to our company’s growth and success.

Responsibilities

Own Customer Service delivery of the 7‑STAR standard of excellence
Ensure customer interactions consistently reflect professionalism, empathy, clarity, confidence, and ownership
Own the quality review program end‑to‑end, including: Consistent execution of quality evaluations, Calibration across Leads & Customer Experience Specialists, Trend analysis and insight generation, Clear corrective and coaching pathways
Ensure quality standards are understood, applied uniformly, and tied to performance expectations
Hold Leads accountable for reinforcing experience excellence daily—not episodically
Own department KPIs and monthly performance outcomes
Establish a disciplined operating rhythm to: Review results, Identify trends and risks, Drive corrective action, Tie performance, quality, and experience outcomes to clear accountability
Ensure underperformance is addressed decisively and fairly through coaching, development plans, or role clarity
Balance leading indicators (quality, behaviors, readiness) with lagging indicators (conversion, retention, service levels)
Own short‑ and long‑term capacity planning across phone, chat, and email channels
Forecast demand based on seasonality, growth, and historical trends
Partner closely with Marketing and Operations to anticipate demand drivers, operational constraints and customer impact
Align staffing models to service level expectations without compromising quality or customer advocacy
Define, govern, and evaluate activation thresholds for external overflow partners
Monitor service health indicators including abandoned contacts, backlog risk, and response times
Use customer issues, escalations, and frontline insights to proactively identify coaching opportunities and operational risks
Own Customer Service contribution to membership growth, retention, and long-term growth value creation
Ensure customer conversations support confident, informed membership decisions
Position membership as a natural extension of service, care, and long‑term value
Own membership aging review and remediation strategy
Identify revenue risk tied to customer communication gaps or service breakdowns
Partner with Finance to monitor deferred revenue exposure and trends
Own hiring standards and capability expectations for Specialists and Leads
Partner with Talent Acquisition to recruit, onboard, and ramp high‑quality, customer-centered talent
Ensure onboarding and training prepare team members to meet performance and cultural expectations quickly
Conduct monthly 1:1s with Leads and Specialists
Develop Leads as strong operators, coaches, and enforcers of 7-Star standards
Build leadership depth to support growth and continuity
Build and sustain a high‑performance, high‑engagement culture
Reinforce pride in Customer Experience as the front line of the brand and a critical driver of trust and loyalty
Ensure recognition is intentional, timely, and tied directly to 7‑STAR behaviors and results
Celebrate wins, quality excellence, and customer impact—not just volume
Proactively monitor morale, burnout risk, and engagement indicators
Create an environment where accountability and appreciation coexist
Partner with CX Enablement & Systems to ensure tools, workflows, and documentation support service excellence
Ensure Customer Service readiness for changes in process, policy, systems, or product offerings
Act as liaison to Operations, Finance, IT, Marketing, and CX leadership
Work collaboratively with Marketing and Operations to address systemic customer issues, recurring escalations, and experience breakdowns surfaced through the Customer Experience team
Establish structured feedback loops based on customer insights and service trends
Own vendor relationships related to overflow support and CX technology
Approve all time clock entries, corrections, and exceptions
Ensure compliance with attendance, payroll, and company policies
Maintain consistency in staffing decisions, scheduling approaches, and execution standards
Serve as final escalation point for complex or high‑risk customer situations
Protecting the organization from reputational, financial, and customer trust risk

Benefits

A welcoming, family-oriented work environment that supports work/life balance.
401K plan with Roth and Traditional options, including a 25% company match on up to 6% of your income.
Medical insurance with three plan choices, including Health Savings Account options.
Dental insurance with two plan choices.
Vision insurance coverage.
Flexible spending account.
Tuition reimbursement.
Access to apprenticeship training programs.
Scholarship opportunities for you and your family.
Paths for cross-training and career advancement.
Paid vacation and PTO that accrues from day one.
Employee Assistance Program for support when needed.