Job Description

Job Title: Director of Customer Experience

Location: Kingston New York

Industry: Fiber Optic Internet

Job Description:

Theoris Services is assisting our client in their search for a Director of CX to add to their growing team located in Kingston, New York. The Director of Customer Experience provides overall leadership to the customer care and sales organization with clearly defined strategies to deliver a best-in-class customer experience (CX). The ideal candidate is a call center operations leader with extensive experience leading customer care teams that deliver on superior CX and key KPIs.

Responsibilities:

• Lead the development of a sales-driven organization.
• Develop and drive the overall operations of the customer care group, including internal and external resources and across both customer care and inbound sales.
• Oversee all facets of customer service from initial customer interest through order placement and issue resolution.
• Design and implement customer care automation & AI, processes, procedures, policies, and standards to achieve superior CX across all contact channels.
• Analyze customer contact drivers and develop operational action plans and cross-functional initiatives to improve NPS, satisfaction, and loyalty.
• Monitor and develop performance metrics, provide strategic recommendations, and implement initiatives to increase revenue, reduce costs, gain efficiencies, and improve both customer and employee experiences.
• Manage departmental budget and cost controls, including forecasting.
• Foster open communication and collaboration with all levels of leadership.

Requirements:

• B.S. or B.A. degree required; Master’s degree preferred.
• 10+ years of call center experience.
• Experience managing large-scale call centers.
• Familiarity with RingCentral Contact Center, Five9 Cloud Contact Center, HubSpot, and CDG MBS (preferred).
• Telecommunications industry experience (preferred).

About Theoris:

Our goal is to Fuel Your Career! As a Theoris team member, you join a culture based on people-centered values and an environment that fosters both personal and professional growth. We build long-term relationships with our clients and our consultants. With over 30 years of building strong relationships in the industry, we’re uniquely positioned to make the right connections. This knowledge is used to find the right job placement. Our recruiting teams are experts dedicated to the information technology and engineering staffing space and are highly respected by our client base.

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