Customer Experience Operations Lead

Job Purpose: The Customer Experience Operations Lead will serve as the central owner of the end-to-end customer experience across all Securus products and services. This is a highly visible role, both internally and externally, responsible for ensuring customer satisfaction, retention, and service excellence across high-profile and at-risk accounts. This position acts as the connective tissue across departments, identifying gaps in service delivery, driving alignment, and leading coordinated remediation efforts. The role requires strong operational awareness, executive presence, and the ability to lead without authority to ensure issues are resolved completely, not just addressed at a surface level. The Customer Experience Operations Lead will proactively engage where risks exist, holistically, and translate customer feedback, operational data, and service trends into actionable improvements across the organization. Essential Duties:Own the full customer experience across all products, services, and touchpointsEnsure continuity and accountability from issue identification through full resolutionAct as the single point of ownership for high-impact customer concerns and escalationsLead coordination across Technical Support, Product, Engineering, Field Services, NOC, and Operations to resolve issuesEnsure no issue stalls, is deprioritized, or lost during handoffs between teamsDrive clear ownership, timelines, and accountability across all involved teamsEscalate risks proactively and ensure leadership visibility when neededCustomer Experience Gap Identification & RemediationIdentify breakdowns in service delivery, communication, or process across departmentsConduct end-to-end journey mapping to uncover root causes of dissatisfactionDevelop and execute remediation plans with clear actions, owners, and timelinesTrack and validate that corrective actions result in measurable improvementsLead engagement with high-value, high-risk, or strategically important customersSupport contract renewals by improving customer confidence and service outcomesParticipate in customer meetings, business reviews, and on-site engagements as neededMonitor customer health through ticket data, SLA performance, trends, and feedbackTrack escalations, resolution timelines, and recurring issues to identify systemic gapsBuild and maintain a customer experience risk register and prioritize interventionsProvide executive-level reporting with clear insights and recommended actionsServe as the voice of the customer within internal leadership discussionsTranslate customer feedback into actionable improvements across product and operationsFacilitate cross-functional discussions to address recurring issues and improve processesDrive a culture of accountability, urgency, and customer-first thinkingPerform other related duties as assigned or required. Knowledge, Skills, and Abilities: Strong ability to lead cross-functional initiatives without direct authorityExcellent communication skills with the ability to engage frontline teams through executivesProven ability to manage high-pressure, high-visibility situations with professionalismStrong analytical and problem-solving skills with a data-driven mindsetAbility to translate complex operational issues into clear action plansSkilled in escalation management, service delivery, and customer experience improvementStrong organizational skills with the ability to manage multiple priorities simultaneouslyExecutive presence and ability to influence decision-makingDeep understanding of service operations, SLAs, and customer expectationsAbility to build alignment across diverse teams with competing priorities Minimum Qualifications: High school diploma or GED5+ years of experience in Customer Success, Operations, Technical Support, or Service DeliveryDemonstrated experience managing escalations and driving cross-functional resolutionExperience working in complex, multi-department environmentsStrong experience with CRM, ticketing systems, and reporting tools (e.g., Salesforce, Excel)Proven ability to analyze data and drive actionable insights Preferred Qualifications: Bachelor's degree in Business, Information Technology, or related fieldExperience with SalesForces and/or Oracle or other incident/ticket management platformsKnowledge of SLA and contract-based service delivery modelsPrior experience in correctional technology or highly regulated industries Physical Requirements:While performing the duties of this job, the employee is regularly required to: stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and a variety of office equipment.Occasionally, this position may need to reach, stoop, or kneel. Salary and Benefits: At Aventiv, our salary and benefits are designed to fit you as a whole person. We offer a salary range based on experience and qualifications to ensure your unique contributions are met with our most competitive offer. $73,120.67 - $83,357.57 per yearHealth Insurance401(k)DisabilityLife InsurancePaid Time OffVoluntary Benefits Aventiv Privacy Policy: www.aventiv.com/privacy Equal Employment Policy: Aventiv is proud to be an equal opportunity employer. All decisions regarding recruiting, hiring, promotion, assignment, training, termination and other terms and conditions of employment will be made without regard to race, color, national origin, biological sex, sexual orientation, gender identity, gender expression, gender presentation, religion, age, pregnancy, disability, work-related injury, veteran status, genetic information, marital status or any other factor that the law protects from employment discrimination. We do not discriminate based on genetic information in accordance with the Genetic Information Nondiscrimination Act. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.