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Director, Customer Experience & Operations

Director, Customer Experience & Operations

Robert HalfAmherst, MA, US
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Job Description

Job Description

Job Title : Director, Customer Experience & Operations

  • Permanent, full time

Location : Must be able to commute to Amherst, MA 1x a week!

Compensation : up to $100,000, DOE

Benefits : strong package with extensive PTO!

Overview :

We’re looking for a strategic and customer-focused Director to lead initiatives that enhance the end-to-end customer experience. This role drives operational excellence, translates customer insights into action, and collaborates across teams to deliver high-quality, scalable service solutions. Ideal candidates bring strong leadership, process improvement expertise, and a passion for creating seamless customer journeys.

Key Responsibilities :

  • Lead customer experience initiatives using data and insights to inform strategy and improve service delivery.
  • Drive cross-functional collaboration to ensure consistent, high-quality customer interactions across all channels.
  • Optimize operations through cost-effective solutions and process improvements.
  • Support workflows in partnership with program and IT teams.
  • Maintain and enhance SOPs to ensure operational consistency and compliance.
  • Coach and develop a high-performing team; align team goals with customer success metrics.
  • Contribute to customer success programs that promote retention and engagement.

    • Qualifications :

  • Bachelor’s degree in Business, Operations, or related field.
  • 5+ years in customer experience or operations, including 3+ years in a leadership role.
  • Experience with Lean, Six Sigma, or similar process improvement frameworks.
  • Strong project management and data analysis skills; familiarity with CRM and service platforms.
  • Bachelor’s degree in Business, Operations, or related field.
  • 5+ years in customer experience or operations, including 3+ years in a leadership role.
  • Experience with Lean, Six Sigma, or similar process improvement frameworks.
  • Strong project management and data analysis skills; familiarity with CRM and service platforms.
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    Customer Experience • Amherst, MA, US