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Director of Customer Experience
Director of Customer ExperienceMain Line Search • Exton, PA, US
Director of Customer Experience

Director of Customer Experience

Main Line Search • Exton, PA, US
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About Us

A leading landscaping and pest control company serving residential and commercial clients throughout the Mid-Atlantic is looking to add a Director of Customer Experience to their team. The mission of the company is to create beautiful, healthy outdoor spaces while delivering reliable, professional service that exceeds customer expectations. They take pride in their craftsmanship, responsiveness, and long-term relationships with customers and the community.

Position Overview

The Director of Customer Experience (CX) will be responsible for a team of ~30 individuals, including a Customer Service Manager and Sales Manager. This role is responsible overseeing a remote call center type environment in which the customer service team and sales team can provide continuous feedback in order to improve the customer experience. The ideal candidate is a strategic thinker who thrives in a service-based, customer-first culture and can translate data, feedback, and insights into action.

Key Responsibilities

Leadership & Culture

  • Serve as a culture ambassador, creating an environment of accountability, empathy, and excellence across both departments.
  • Lead, coach, and mentor the Customer Service Manager, Customer Service Supervisor, and Inside Sales Manager.
  • Conduct annual and mid-year performance reviews for all direct reports and ensure timely completion for all team members within both departments.
  • Champion Green Pest Solutions' core values in every decision and employee interaction.
  • Maintain staffing levels at or above target with high-performing, values-aligned team members.
  • Own hiring, performance management, and separation decisions for all team members within scope.

Customer Service Oversight

  • Drive performance in all key customer service metrics including :
  • Answer rate, abandon rate, and SLA adherence
  • Customer retention and cancel saves
  • AR collection performance and billing accuracy
  • Manage and drive collection efforts vs budget
  • Data entry and CRM accuracy through audits
  • User rights management within CRM
  • Ensure the delivery of consistent 5-star experience across all customer touchpoints.
  • Monitor department expenses and manage payroll in partnership with the CS Manager.
  • Annual Budgeting and reforecasting
  • Host weekly 1.1s with your direct reports

    • Inside Sales Oversight

  • Partner with the Sales Manager to ensure daily, weekly, monthly, and annual revenue targets are met.
  • Use data to improve conversion metrics and identify coaching opportunities.
  • Regularly review sales calls and performance dashboards, offering feedback and new strategies.
  • Assist in designing and implementing sales processes that are customer-first and team-friendly.
  • Host weekly 1.1s with your direct reports
  • Monitor department expenses and manage payroll in partnership with the Sales Manager.

    • Strategic Planning & Collaboration

  • Participate in monthly business reviews and performance updates with VP of Pest Control.
  • Help create and execute annual department budgets, headcount forecasting, and compensation planning.
  • Identify areas for operational improvements or automation opportunities.
  • Work cross-departmentally with marketing, IT, training, and field operations to ensure seamless customer handoffs and feedback loops.

    • Qualifications

  • 5+ years of leadership experience in a remote or hybrid call center environment, preferably overseeing both sales and service teams.
  • Proven success leading and developing high-performing, values-aligned teams.
  • Strong understanding of call center metrics, reporting tools, and performance coaching.
  • Experience with budget management, forecasting, and process implementation.
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    Director Of Customer Experience • Exton, PA, US

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