Director of Customer Experience

Position Overview:

We are seeking a highly experienced Director of Customer Experience to lead and oversee multiple departments dedicated to delivering an exceptional experience for our students. This senior leadership role will focus on streamlining systems, optimizing processes, and fostering cross-functional collaboration to ensure every customer interaction with our company is seamless, positive, and impactful. The Director of Customer Experience will work closely with department heads to enhance operations, maintain high customer satisfaction, and promote continuous improvement. The ideal candidate will bring strong leadership, operational expertise, and a passion for improving the customer journey from start to finish.

Key Responsibilities:

• Lead and manage the department heads for Admissions, Customer Service, Externship, Retention, and Careers, ensuring effective performance across each team.
• Drive process optimization initiatives to improve operational efficiency and enhance the overall customer experience.
• Foster strong communication and collaboration between departments to ensure alignment with company goals and seamless customer interactions.
• Work closely with cross-functional teams, including Marketing, Tech, and Licensing, to address customer-impacting initiatives and policies.
• Scale teams as needed, ensuring staffing and resources align with company growth and customer experience priorities.
• Report directly to the COO, providing insights and recommendations for improving customer-facing strategies and policies.
• Establish success metrics for customer satisfaction, retention rates, student completion percentages, and team performance, ensuring high levels of accountability across departments.
• Promote a company culture rooted in integrity, respect, communication, collaboration, and honesty.

Required Qualifications:

• Proven experience in school administration or learning environments, with a strong preference for candidates with customer experience leadership in these areas. Experience in healthcare education is a plus, but not required.
• 5 years in senior leadership roles overseeing multiple departments or teams, with a focus on customer experience.
• Expertise in process optimization, operational efficiency, and cross-functional collaboration.
• Excellent communication skills, with the ability to engage and inspire both leadership and frontline teams.
• Strong management and people skills, with a demonstrated ability to lead diverse teams effectively.
• A deep commitment to integrity and honesty, ensuring the company culture remains a core pillar of the organization.
• Strong data-driven approach to decision-making, with experience establishing and measuring performance metrics.

Preferred Qualifications:

• Experience in scaling teams or managing growth in a high-demand, fast-paced environment.
• Familiarity with healthcare education or similar industries.
• Ability to navigate a complex organizational structure while maintaining a focus on customer experience.

Why Work With Us: We are committed to fostering a culture built on integrity, respect, and collaboration. Our company has a proven track record of success, and our team members take pride in delivering exceptional experiences to our students. If you are a leader who thrives in a dynamic environment and is passionate about creating positive customer outcomes, we would love to hear from you.