Director of Client Experience

A locally-owned ground transportation company is seeking a Director of Client Experience to lead all client-facing functions and ensure an exceptional experience at every interaction. Reporting directly to the General Manager, this role will play a pivotal part in the company’s growth and success. Key Responsibilities: Lead and oversee managers and staff in all customer-facing departments to ensure that client needs are understood, addressed, and exceeded at every point of engagement. Develop and implement inside sales strategies to drive customer acquisition and retention, aligning initiatives with client feedback and market trends. Oversee the daily performance and operations of chauffeurs and office staff, ensuring exceptional service delivery. Collaborate with the Chauffeur Manager to train and guide the chauffeur team, emphasizing top-quality client interactions and adherence to company guidelines. Ensure compliance with DOT regulations, while maintaining a client-centered approach to transportation services. Provide leadership in the hiring, training, and development of chauffeur and office staff, fostering a client-first mindset across the entire team. Support fleet staff training and hiring efforts as needed, ensuring that vehicles are maintained to meet both client expectations and safety standards. Maintain clear, proactive communication across teams to ensure seamless client experiences, resolving any potential issues before they affect the client. Offer day-to-day operational support to guarantee the highest levels of client satisfaction and consistently seek opportunities for improvement. Ideal Candidate: The ideal candidate is positive-minded, client-focused, and excels in leading and inspiring teams. With exceptional communication skills, they are able to engage with diverse audiences and manage high-pressure situations. Knowledge of the transportation industry and DOT compliance is strongly preferred, along with a proven track record of delivering high-end service. Required Knowledge & Skills: Client-first approach with excellent customer service skills Ability to lead, manage, and inspire staff and managers Strong communication skills, with internal and external stakeholders High stress tolerance and problem-solving abilities Proficiency in written and verbal English communication Familiarity with transportation, DOT compliance, and luxury service delivery Education & Experience: Education: Undergraduate degree or equivalent experience preferred. Experience: 3+ years of related experience required. Software: Proficiency with Google or Microsoft Office, various mobile applications, and dispatch or fleet applications. Job Type: Full-time Pay: $75,000.00 - $80,000.00 per year Benefits: 401(k) 401(k) matching Life insurance Vision insurance Work Location: In person