Sr. Director - Customer Experience

ACE Hardware

23h • $140,000 - $160,000

About The Position

The Senior Director of Customer Experience leads and optimizes customer contact center operations to deliver exceptional customer experiences, maximize booked appointment conversion, and drive operational excellence. This leader oversees multiple contact center managers and customer service teams while developing strategies that improve customer satisfaction, employee performance, and business outcomes.
The role is accountable for aligning training, coaching, quality assurance, customer engagement strategies, scripting, and technology enhancements across inbound and outbound customer interactions. The Senior Director partners closely with Operations, Marketing, Revenue, Training, and Technology teams to ensure a seamless and scalable customer experience.

Requirements

• Bachelor's degree in Business, Customer Experience, Operations, Communications, or a related field.
• 8+ years of progressive leadership experience in customer experience, contact center operations, customer service, or related functions.
• 5+ years leading managers and large-scale customer service organizations.
• Demonstrated success improving customer satisfaction and conversion performance in a contact center environment.
• Experience developing training, coaching, quality assurance, and performance management programs.
• Experience creating customer communication frameworks, conversation guides, and scripting strategies.
• Strong understanding of CRM, telephony, workforce management, quality assurance, and customer engagement technologies.

Nice To Haves

• Experience leading multi-site or virtual contact center organizations.
• Experience with AI-enabled customer experience platforms and automated customer engagement solutions.
• Knowledge of customer journey mapping, Voice of Customer, and customer analytics frameworks.
• Experience supporting both inbound and outbound sales or appointment-setting environments.

Responsibilities

• Lead and develop a team of Contact Center Managers, Supervisors, Trainers, Quality Specialists, and Customer Service Representatives.
• Establish performance expectations, accountability measures, and succession planning across the customer experience organization.
• Foster a high-performance culture focused on customer satisfaction, conversion, quality, collaboration, and continuous improvement.
• Conduct regular operating reviews and performance discussions with leadership teams.
• Develop and execute customer experience initiatives that strengthen satisfaction, loyalty, retention, and brand perception.
• Analyze customer feedback, operational metrics, and journey insights to identify and prioritize improvement opportunities.
• Champion customer-centric thinking across the organization and implement scalable best practices across customer touchpoints.
• Own booked appointment conversion performance across inbound and outbound customer interactions.
• Develop strategies that increase conversion, customer engagement, and revenue opportunities.
• Analyze funnel performance, identify conversion barriers, and implement corrective actions.
• Partner with Sales, Marketing, and Field Operations to optimize lead handling and appointment-setting effectiveness.
• Align training, coaching, and quality assurance programs across customer-facing teams.
• Ensure consistent customer experiences through standardized coaching methodologies and performance management processes.
• Develop onboarding and ongoing training that improves customer engagement skills, conversion effectiveness, and service quality.
• Create mechanisms to continuously evaluate and improve employee performance and customer outcomes.
• Design, refine, and maintain customer interaction frameworks, call flows, and conversation scripts.
• Draft and optimize scripts for specific dialogue points, including customer needs discovery, objections, service inquiries, appointment booking, retention, and follow-up.
• Ensure scripts align with brand standards, customer needs, compliance requirements, and business objectives.
• Use customer insights and performance data to continuously refine messaging effectiveness.
• Lead efforts to evaluate, implement, and refine customer experience technologies and platforms.
• Partner with IT, Digital, and Product teams to identify automation, AI, self-service, workforce management, CRM, and telephony enhancements.
• Optimize contact center systems, reporting, knowledge management, and customer communication channels.
• Drive continuous improvement initiatives that increase efficiency, customer satisfaction, and conversion outcomes.
• Ensure effective support for inbound service, scheduling, and sales-related interactions, as well as outbound follow-up, lead conversion, retention, and customer care programs.
• Establish channel strategies, operating standards, and service expectations that create a consistent experience across phone, text, email, chat, and other supported channels.
• Align staffing, workflow, and technology capabilities with demand patterns and business priorities.
• Establish and monitor KPIs related to customer satisfaction, conversion, productivity, quality, responsiveness, and employee engagement.
• Develop executive-level reporting and performance dashboards.
• Use analytics and customer insights to drive decisions and operational improvements.
• Ensure staffing strategies support business demand and service-level objectives.

Benefits

• Incentive/Commission/Bonus opportunities (Based on role / grade level)
• 401(k) retirement savings plan with matching company contributions, eligible on your first day!
• Comprehensive health coverage (medical, dental, vision, company paid short-term disability, and long-term disability) and life insurance benefits for you and your dependents.
• Warehouse Merchandise Discount!
• Paid time off & paid holidays (depending on role and month of hire)
• Career Growth & opportunities within several channels (Plumbing, Heating, Cooling, Electrical, Handyman, Customer Service and others).
• Robust Employee Assistance Program, which will provide professional assistance for personal, legal, financial, work, childcare and elder care support.

What This Job Offers

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