Director of Customer Experience

Our Values:

At Morris Furniture Company, our values represent our distinctive core beliefs-the Morris way of doing business. Our Mission is “Making Homes Great” and we bring our mission to life through our values of:
Professionalism, Quality, Ownership, Collaboration, Integrity and Fun.

At Morris Furniture Company, our values represent our distinctive core beliefs-the Morris way of doing business. Our Mission is “Making Homes Great” and we bring our mission to life through our values of:
Professionalism, Quality, Ownership, Collaboration, Integrity and Fun.

The Director of Customer Experience is responsible for providing strategic leadership, operational oversight, and continuous improvement across Customer Experience and Delivery Operations. This role drives an exceptional end-to-end customer experience by leading the Customer Care Call Center and the Delivery Processing Team.

The Director unites people, processes, and technology to elevate service, sharpen operational efficiency, and build loyalty with stores and customers alike — collaborating across the business to solve problems, improve workflows, and accelerate growth.

This job description is not intended to be all-inclusive. Employees may perform other related duties to meet the ongoing needs of the organization.

• Provide leadership and direction to Customer Care and Delivery Operations leaders and associates.
• Establish departmental goals, KPIs, and performance standards aligned with company objectives.
• Develop and execute short- and long-term strategies to enhance customer experience, service quality, and operational efficiency.
• Serve as a key member of the operational leadership team, contributing to enterprise-wide initiatives and decision-making.
• Foster a culture of accountability, collaboration, critical and creative thinking, and continuous improvement.

• Understand the full customer experience and impact other departments have on success. Keep updated and organized documents regarding customer journeys and communication.
• Oversee all Customer Care and Delivery Processing contact channels including calls, emails, chats, text messaging, and escalation management.
• Ensure achievement of service level standards, quality metrics, and customer satisfaction goals.
• Guide the development and execution of training, coaching, and quality assurance programs to strengthen agent performance.
• Monitor call center and delivery related volume forecasting, staffing models, and scheduling to support business needs.
• Oversee handling of complex and escalated customer and delivery issues, ensuring timely resolution and consistent communication.
• Partner with stores, delivery, warehouse, and service teams to resolve customer concerns.
• Assist with customer investigations, disputes, and litigation support as needed.
• Approve and audit third party invoices per contractual and right size scope of services provided.

• Recommend new tools, channels, technologies that have high ROI to enhance customer experience and that could simplify business needs and training for our team members.
• Launch new tools with proper planning, communication with partners affected, etc.
• Partner with Operations, Stores, Warehouse, Merchandising, and IT teams to improve workflows and customer outcomes.
• Collaborate with leadership to identify upstream opportunities to reduce customer contacts and delivery issues.
• Analyze operational data and customer feedback to drive improvements in service quality, productivity, and profitability.
• Define, implement, and maintain standard operating procedures (SOPs) across Customer Care and Delivery Operations.
• Ensure accuracy and…