Director Of Customer Experience

Job Details

Job Location:

FOOT LEVELERS LTD - ROANOKE, VA 24012

Position Type:
Full Time

Salary Range: $ - $ Salary/year

Job Shift: Day

Job Category:
Customer Service

Foot Levelers is looking for a Director of Customer Experience to lead and evolve how we serve, support, and grow our customers.

This is a strategic, operational, and people-focused leadership role with responsibility across Customer Service, Inside & Outside Sales, and Technical Support. You'll work with a high-performing Customer Experience organization by bringing together the right people, processes, technology, training, and data.

We're looking for a leader who can deliver an outstanding customer experience today while helping us build what's next. You'll modernize how our teams work through smarter processes, automation, AI-enabled tools, knowledge management, analytics, and structured training—all while keeping our commitment to Love and Service at the center of the customer experience.

• Lead and develop Customer Service, Sales, and Technical Support teams and their leaders.
• Create an environment of accountability, development, collaboration, and high performance.
• Partner with senior leadership to align Customer Experience priorities, policies, systems, and practices with broader business objectives.
• Maintain a strong connection to our customers through calls, events, seminars, and time in the field.
• Translate customer and employee insights into meaningful improvements across the organization.

• Own and continuously improve the Customer Experience technology ecosystem.
• Evaluate and optimize CRM, ERP, contact-center, telephony, ticketing, knowledge-base, call-recording, quality-assurance, workforce-management, and customer-communication technologies.
• Identify opportunities to automate routine work and simplify employee workflows.
• Evaluate and implement AI-enabled capabilities such as virtual agents, agent-assist tools, automated communications, knowledge retrieval, interaction summarization, and workflow automation.
• Lead adoption and change management as new technologies and processes are introduced.

• Build and own a comprehensive Customer Experience training and development program.
• Establish structured onboarding and role-based training for new employees.
• Develop ongoing product, sales, service, systems, and technical education.
• Establish effective call coaching, quality calibration, scripting, objection handling, knowledge checks, and certification programs.
• Create repeatable resources and documentation that make knowledge easy to find and share.
• Measure the impact of training through employee performance and customer outcomes.

• Develop proactive strategies to get, keep, and grow customers.
• Partner with Sales, Marketing, and Growth on customer onboarding, first-purchase follow-up, reorder, reactivation, cross-sell, retention, and outbound engagement programs.
• Use customer segmentation to develop appropriate service and outreach strategies.
• Help Customer Experience teams identify opportunities to deepen relationships and increase customer utilization of Foot Levelers products, technology, programs, and resources.
• Ensure customer programs and promotional initiatives are executed effectively and deliver a strong customer experience.

• Establish and maintain a Customer Experience scorecard with clearly defined KPIs.
• Use customer, sales, employee, and operational data to identify trends, opportunities, performance gaps, and root causes.
• Track measures such as customer satisfaction, response time, service level, first-contact resolution, call quality, conversion, reorder behavior, retention, reactivation, productivity, revenue influence, and training effectiveness.
• Develop and maintain Standard Operating Procedures for core Customer Experience processes.
• Continuously simplify workflows, reduce manual work, and eliminate customer friction.

• Demonstrated leadership experience in Customer Experience, Customer Service, Contact Center, Inside Sales, Technical Support, or a related customer-facing organization.
• Experience leading and developing both frontline employees and supervisors/managers.
• Strong ERP and CRM experience;
  Net Suite experience is strongly preferred.
• Experience managing modern contact-center technologies such as telephony, IVR, ticketing/case management, call recording, quality assurance, workforce management, and knowledge management.
• Experience implementing technology and leading process improvement initiatives.
• Practical experience with automation, conversational AI, virtual agents, agent-assist tools, or other AI-enabled Customer Experience technologies is strongly preferred.
• Demonstrated experience building onboarding, training, coaching, and professional-development programs.
• Strong understanding of customer lifecycle management, retention,…