Head of Customer Experience

Company

Cox Enterprises

Customer Care Group

Sr Director, Client Relationship Management

Sr DirectorNo remote option; must work at a specified Cox location

Yes, 5% of the time

Day

Compensation

Compensation includes a base salary of $159,400.00 - $265,600.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Our Journey & Purpose

We at the Atlanta Journal-Constitution are embarking on a journey to transform a storied, 156-year-old newspaper into the most essential and engaging source of news and information for the people of Atlanta, Georgia, and the South. At the heart of this evolution is our commitment to delivering premium, seamless, customer-focused experiences that build loyalty and create value for our subscribers. As we expand into new markets and refine our direct-to-consumer offerings, we need an inspiring leader to establish and elevate the customer experience function. This role will define how we serve, retain, and engage our subscribers while delivering industry-leading service and satisfaction across every touchpoint.

The Team You Will Join

As the Head of Customer Experience, you will lead a multidisciplinary team responsible for shaping and executing our customer engagement strategy. Reporting to the Chief Product Officer and partnering closely with the Chief Operating Officer, you’ll oversee customer service operations—including inbound call centers, chat, and managing vendors—while building a dedicated function to support enterprise clients in our emerging B2B business. Collaboration with product, growth, and operations teams will be essential to crafting subscriber journeys that reduce passive churn, optimize billing and renewals, and foster meaningful engagement at every step.

The Difference You Will Make

You bring a passion for understanding customer needs and a vision for delivering exceptional experiences that drive satisfaction and retention. Your leadership will ensure that customer insights are translated into actionable strategies, balancing operational excellence with creative problem-solving. By aligning teams around key KPIs and leveraging innovative tools and processes, you’ll set the standard for excellence in customer experience, contributing directly to the growth and success of the business.

What To Expect in This Role

• Lead Customer Care Operations: Oversee the performance and optimization of customer service functions, including outsourced Tier 1 support, ensuring consistency, quality, and adherence to KPIs.

• Build a B2B Experience Function: Establish a new team to support enterprise clients and emerging business-to-business subscribers, crafting tailored engagement strategies that drive satisfaction and loyalty.

• Optimize Subscriber Journeys: Collaborate with product, platform, and growth teams to streamline billing, renewals, and overall subscriber experience, focusing on reducing churn and improving retention metrics.

• Champion Customer Insights: Partner with research and data teams to deeply understand customer needs, translating insights into strategies that elevate our customer experience at scale.

• Drive Cross-Functional Collaboration: Work closely with product, marketing, and technology teams to align on priorities, ensuring customer-centric decision-making informs our strategies and initiatives.

• Innovate and Implement Best Practices: Apply leading tools, processes, and technologies to enhance efficiency and customer satisfaction across all touchpoints.

Your Expertise

• BA/BS degree required 12 or more years of relevant work experience required with at least 7 years experience in a leadership role

• OR MS degree 8 years of experience

• OR Ph.D. degree 7 years of experience

• OR 16 years of experience with no degree

• Leadership Experience: 10 years of experience in customer care, operations, product, audience, or a related field, with a proven track record of managing and inspiring high-performing teams.

• Customer-Centric Vision: Deep understanding of customer behavior, lifecycle management, and service excellence, with a strong ability to design and implement customer-focused strategies.

• Operational Excellence: Demonstrated expertise in optimizing support functions, managing call centers, and implementing scalable systems and processes.

• Strategic Insight: Ability to align customer experience initiatives with broader business goals, contributing to both subscriber retention and revenue growth.

• B2B and B2C Acumen: Familiarity with supporting enterprise clients and understanding the nuances of B2B customer engagement, alongside a strong background in consumer subscription businesses.

• Data-Driven Decision Making: Experience leveraging customer insights and analytics to drive engagement strategies and measure impact.

• Executive Communication & Collaboration: Proven ability to work across departments, identify and communicate risks, simplify complex challenges, and build relationships that support organizational success.

Location & Flexibility

This is a hybrid role based in Georgia, with opportunities for both in-office and remote work. For the right candidate, relocation support may be available. While the position offers flexibility, candidates must be able to work in-office or travel as needed to collaborate with key stakeholders.

The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.As our primary divisions Cox Automotive and Cox Communications drive new waves of innovation, Cox Enterprises is entering spaces like cleantech, healthcare, esports and more. We're a family business guided by a legacy of bold innovation that’s driven by those who want to make their mark. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.

 

Salary : $159,400 - $265,600