Director of Customer Experience

Position Summary

The Director of Customer Experience is responsible for the overall performance, strategy, and execution of customer service and call center operations while leading a team of Senior Managers and Managers. The Director owns service delivery, performance management, operational execution, and cross-functional collaboration to ensure an exceptional end-to-end customer experience.

Lead and develop a multi-layered leadership organization including Senior Managers, Managers, Supervisors, and frontline teams. Set clear expectations and accountability for leaders at all levels, ensuring alignment to performance goals and customer experience standards. Build a strong leadership bench through coaching, succession planning, and talent development. Foster a performance-driven, customer-centric culture aligned with Eco Shield values.

Own overall customer service performance including service level, customer satisfaction, productivity, quality, and retention metrics. Partner closely with Workforce Management, Quality, and Training to ensure staffing, readiness, and execution support performance goals. Translate company objectives into operational strategies, goals, and execution plans for Customer Experience teams. Monitor and address performance trends, risks, and opportunities across all CX channels.

Define and execute customer experience strategies that improve satisfaction, effort, and loyalty. Champion the voice of the customer and ensure feedback, insights, and data drive operational improvements. Lead continuous improvement initiatives focused on process efficiency, quality, and customer outcomes. Partner with Marketing, Sales, and Operations to improve the end-to-end customer journey.

Own executive-level reporting for Customer Experience performance, trends, and strategic initiatives. Use data and analytics to guide decision-making, prioritize initiatives, and measure impact. Ensure performance data is accurate, actionable, and clearly communicated to stakeholders.

• 7+ years of progressive leadership experience in customer service, contact center, or customer experience operations required.
• Proven experience leading multi-level teams with a strong background operating high-volume call center or similar customer experience environments.
• Proven experience scaling teams, processes, and performance in a growth-oriented organization.
• Strong operational leadership skills with the ability to balance strategy and execution.
• Deep understanding of customer experience metrics, performance management, and service delivery models.
• Data-driven, solutions-oriented mindset with strong judgment and decision-making ability.
• High school diploma or equivalent required.

The Shield Co. Management / Eco Shield Pest Solutions is one of the fastest-growing pest control companies in the country! Our mission is to create the world’s happiest family, and our purpose is to spread happiness. We do this by delivering exceptional experiences to our customers, employees, partners, and communities—treating everyone like family.

• Weekly Pay – get paid every Friday!
• Paid sick and vacation time along with 10 company-paid holidays.
• Comprehensive benefits package including medical, dental, and vision options.
• 401(k) with a competitive match.
• Access to the Employee Assistance Program (EAP).
• Discounted pest control services for employees and their friends and family.

• Comprehensive Health Coverage – Medical, dental, and vision plans designed to fit your needs
• Financial Well-Being – 401(k)…