Senior Director of Customer Experience

TSS is partnering with a distribution center to hire a full-time, onsite Senior Director of Customer Service Experience for a permanent position in Port Washington, NY.

In this new role for the company, the Senior Director of Customer Experience will lead the design, buildout, and management of our Customer Experience (CX) function. This leader will be responsible for overseeing a team of customer experience representatives, ensuring exceptional service delivery, efficient operations, and strong customer satisfaction as our organization grows.

The ideal candidate will have a strong background in customer service management, with experience in building or scaling customer experience (CX) functions. They should be proficient in Salesforce Service Cloud and possess strong analytical abilities, a proactive mindset, and a customer-centric approach.

Key Responsibilities:

• Build, lead, and mentor a growing Customer Experience team.
• Design and implement scalable processes, SOPs, and workflows to support exceptional service delivery.
• Oversee the daily operations of the CX function including monitoring call/chat/email queues, case volume, and response times.
• Establish and maintain Salesforce Service Cloud configuration and ensure the system supports team and customer needs.
• Develop and maintain key performance indicators (KPIs), dashboards, and reporting to measure and improve performance.
• Manage customer escalations and ensure effective resolution in alignment with company policies and values.
• Collaborate cross-functionally with Business Development, Operations, Compliance, and IT to ensure seamless customer support and issue resolution.
• Drive continuous improvement initiatives focused on enhancing the customer journey and CX team performance.
• Hire, train, and develop talent to build a high-performing, customer-centric team.
• Support change management efforts as we grow, ensuring the team scales effectively and maintains service quality.

Qualifications:

• 8 years of progressive experience in customer service or customer experience leadership roles.
• Proven track record of building and managing customer service teams of 20 representatives in a fast-paced environment.
• Experience in a healthcare or distribution industry preferred.
• Strong expertise in Salesforce Service Cloud is required (admin or super user level).
• Experience with call center operations, monitoring tools, and queue management.
• Exceptional communication, coaching, and leadership skills.
• Highly analytical, with strong experience in setting KPIs, reporting, and performance optimization.
• A customer-first mindset with the ability to scale service operations without compromising quality.
• Bachelor’s degree required; advanced degree or relevant certifications a plus.

Compensation and Benefits

The salary range is $175,000-$210,000yr DOE. Health benefits include: Medical, Vision, and Dental, PTO, paid sick leave, paid holidays, free parking, and more!

About Us

TSS (Temporary Staffing & Search) is a boutique employment agency established in 1999, dedicated to connecting exceptional talent with organizations that are making a difference. Originally founded as Temporary Staffing by Suzanne Ltd., TSS has evolved over the years while maintaining its core belief: that every person has value and deserves to be treated with respect. We are still a woman-owned enterprise, and we continue to nurture the strong personal relationships we've built over the past two decades within our extensive network of job seekers and employers.