Director of Customer Experience and Marketing

Director of Customer Experience & Marketing

Location: Greater St. Louis

Salary: $89,000 - $94,000
Reports to: CEO
Direct Reports: Call Center Manager, Marketing Manager

Description

About the Role

This in-person role leads both our national customer service operation and marketing function to create a consistent, high-quality experience across all touchpoints. The Director plays a pivotal role in customer retention, satisfaction, internet subscription sales, total subscriber growth, and national visibility for our mission. This position will guide a 15-person team (13 in our national call center, 2 in marketing) to ensure professional, mission-aligned service while building a national brand that drives awareness, subscriber growth, and visibility for digital equity.

The ideal candidate is a proven people leader with deep expertise in either customer service operations or marketing/communications and the ability to work effectively across both. The director will manage the systems, staff, and strategies behind PCs for People’s voice, visibility, and customer satisfaction.

Key Responsibilities

Customer Experience & Call Center Oversight

• Lead and support the national call center team to deliver exceptional, empathetic, and consistent customer service
• Set goals and oversee daily execution of phone, ticket, email, and chat support operations
• Own the implementation, maintenance, and optimization of call center platforms (Freshdesk, Freshcaller, Google Contact Center AI platform (CCAI) or equivalent platforms)
• Leverage AI and automation tools, such as chatbots, auto-responses, and smart routing to streamline call center workflows, reduce response times, and improve agent efficiency
• Analyze customer data to reduce churn, improve support processes, and enhance satisfaction across channels
• Respond to high-level escalations and lead continuous quality improvement initiatives
• Ensure customer support KPIs are aligned to business goals and tracked regularly

Marketing & Communications Strategy

• Provide strategic direction to the Marketing Manager and support all core areas: digital, brand, events, and community marketing
• Oversee marketing platforms (Google Ads, Analytics, SEO tools, WordPress, Canva, Adobe Suite, etc.)
• Own performance outcomes for eCommerce internet sales and total active internet subscribers, using marketing and customer lifecycle strategies to drive growth and retention
• Plan and execute cross-channel campaigns that increase subscriber count, improve conversion, and strengthen engagement
• Align marketing with PCs for People’s mission and business lines: eCommerce, internet, WISP internet, ITAD, and digital literacy
• Oversee creation and review of marketing content, public relations, and digital assets
• Manage website updates, performance, and content strategy in collaboration with the marketing team
• Serve as spokesperson when needed and represent the organization at public events and conferences

Team Leadership & Cross-Functional Collaboration

• Promote a culture of empathy, accountability, and performance across both teams
• Provide coaching, development, and clear direction to direct reports and team members
• Collaborate with leadership in operations, development, and IT to align customer experience and marketing goals
• Coordinate campaign needs with national and regional program staff, including local promotions
• Ensure the availability of branded materials, signage, and packaging that reflect our professional standards

Required Qualifications

• Bachelor's degree in marketing, communications, business, or related field
• 5 years of experience in a customer experience, call center, marketing, or communications leadership role
• 2 years of experience supervising teams or managing cross-functional staff
• Experience with call center platforms and tools (e.g., Freshdesk, Zendesk, VoIP systems)
• Experience with marketing and analytics platforms (Google Ads, Analytics, SEO, Canva, Adobe Creative Suite, etc.)
• Excellent communication skills, written, verbal, and visual, with ability to speak publicly and represent the brand
• Strong project management and organizational skills
• High emotional intelligence with the ability to motivate teams and resolve challenges collaboratively

Work Environment

This position is based in-office in the Greater St. Louis metro and requires daily on-site presence to lead and support the call center team. National travel 1–2 times per quarter may be required for events or cross-market collaboration.

PCs for People offers competitive nonprofit benefits including 100% employer-paid healthcare.