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Director, Customer Experience
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- Position Overview The Director of Customer Experience will play a crucial role in shaping and executing the customer service strategy while overseeing day-to-day operations of our in-house and offshore teams.
- Implement and monitor key performance indicators (KPIs) to measure and improve Net Promoter Score (NPS), response and resolution times, cost per contact, contact per order (CPO), agent quality and CSATReview staffing mix (in-house and offshore) and recommend optimal staffing to achieve high quality service without raising costs.
- Customer Advocacy and Brand Health: Implement initiatives to drive 5-Star Reviews across sites such as TrustPilot, BBB and Thingtesting.
- Review internal and 3rd party CS tools including our help desk, help center and order management software Quality Assurance: Establish and maintain quality assurance programs internally and with outsourced partners to ensure consistent and high-quality customer interactions.
- Product and Operational Improvements: Collaborate with other departments, including product, marketing, engineering and QA, to drive customer-facing improvements in our digital and veterinary and product fulfillment experiences.
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