The client is seeking a Director of Customer Experience & Retention to lead customer service, retention, and field-service support initiatives. In this role, you will lead and develop the customer experience team while driving improvements to service performance and customer outcomes.
You will implement scalable processes and track relevant KPIs to enhance retention and improve service delivery. The position also focuses on strengthening coordination between customer service, routing and scheduling, and field operations to ensure smooth handoffs and consistent execution across functions.
The ideal candidate has proven leadership experience in a customer service or field-service environment, with a strong track record of improving customer retention and team performance. Experience managing route-based operations involving multiple teams and stakeholders is expected, along with the ability to align cross-functional partners around shared service and retention goals.