Director of Customer Experience

Job Description

Job Description

Description :

About the Role The Director of Customer Experience will lead the strategy, planning, and execution of PCs for People’s customer experience, with a primary focus on managing our national call center, customer support, and customer service departments. This role ensures seamless customer interactions across all touchpoints, driving customer retention, satisfaction, and value. Additionally, the Director will oversee our 5G internet services offered on the T-Mobile network, including managing partnerships with mobile internet service providers, hotspot device refurbishment, and supply chain operations. Responsibilities include supplier relationship management, inventory oversight, monthly internet sales goals, and achieving total active subscriber targets.

This position plays a pivotal role in advancing digital equity by ensuring affordable access to technology and internet services for underserved communities nationwide.

The Director will continually assess and enhance the performance of established customer service functions, ensuring a consistent and high-quality experience through omni-channel interactions. The ideal candidate is a hands-on, organized self-starter who is reliable, technically savvy, and results-driven. They exemplify outstanding customer service, communication, and interpersonal skills.

Key Role Responsibilities

• Provide strategic oversight for the national customer service, call center, and support teams to ensure exceptional assistance to customers and the community, with a focus on promoting digital inclusion and bridging the digital divide.
• Lead a centralized team to execute national omni-channel support, including phone and SMS.
• Set and monitor objectives for daily customer service operations to drive customer retention, reduce churn, and increase satisfaction.
• Develop and manage relationships with mobile internet service providers and suppliers.
• Oversee sourcing, procurement, and refurbishment of hotspot devices to maintain a steady, cost-effective, and high-quality supply.
• Manage inventory of internet devices to efficiently meet customer demand.
• Lead the team in achieving monthly internet sales goals and total active subscriber targets.
• Analyze customer feedback and service practices to provide strategic direction for continuous improvement.
• Ensure regional customer service teams are properly staffed, knowledgeable, and capable of meeting target goals.
• Organize training programs to update job knowledge and enhance the skills of customer experience representatives.
• Guide the team in effective client issue resolution and handle escalations as needed.
• Develop structure and standards for all retail locations.
• Assist with special projects assigned by the CEO or leadership, as needed.

Requirements :

Desired Skills / Qualifications

Benefits

We are a growing non-profit and expect this position to drive continued growth. We have a casual, fun, team-oriented environment. We offer full health benefits (medical, dental, vision), 401k matching, disability insurance, life insurance, and flexible PTO.

Equal Employment Opportunity.