- Houston, Texas, United States
- On-site
- Full-time · Director
- 7+ years
The role is responsible for building and scaling a best-in-class customer experience model across the organization, transforming customer experience from an individual skill into a repeatable operating system.
Responsibilities
- Develop and implement a company-wide customer experience strategy aligned with business objectives and operational goals
- Standardize customer experience expectations across branches and business units
- Build scalable service playbooks, escalation processes, and customer ownership standards
- Drive consistency in responsiveness, communication, issue resolution, and service recovery
- Establish customer experience initiatives that support long-term customer retention and trust
Requirements
- Bachelor’s degree preferred
- Nice to have: developing KPIs
- Nice to have: operational dashboards
- Nice to have: performance metrics
- Nice to have: ERP systems