Director of Customer Experience (Home Services)

Full job description
A top client is searching for an experienced Director of Customer Experience in Chicago, IL. As the Director of Customer Experience, you are responsible for leading the overall customer experience strategy and execution across the organization. This role oversees customer service operations, scheduling coordination, call center performance, issue resolution, and customer communication throughout the lifecycle of the customer journey.

The Director of Customer Experience ensures service excellence, operational efficiency, and accountability while building a customer-centric culture aligned with the organization's core principles of quality, service, and integrity.

As the Director of Customer Experience, you are responsible for:

Customer Experience Leadership

Develop and lead a best-in-class customer experience strategy
Ensure consistent, professional communication throughout the customer lifecycle
Improve customer satisfaction, retention, and referral generation
Establish service standards and communication expectations across teams
Monitor customer feedback and implement improvement initiatives
Call Center & Customer Service Operations

Oversee daily operations of the customer service and call center teams
Ensure timely handling of inbound calls, web leads, scheduling, and follow-up communication
Optimize staffing levels, workflows, and service responsiveness
Implement KPI tracking and accountability standards for service teams
Develop escalation management processes for customer concerns
Scheduling & Operational Coordination

Oversee installation scheduling coordination between customers, sales, and operations
Improve scheduling efficiency and customer communication regarding timelines
Partner with operations to minimize delays, reschedules, and service disruptions
Ensure proactive communication regarding project status and expectations
Team Leadership & Development

Recruit, coach, and develop customer service leaders and representatives
Build a culture of accountability, urgency, professionalism, and empathy
Establish training programs and onboarding standards
Conduct regular performance reviews and coaching sessions
Develop career pathing and succession planning within the department
Process Improvement & Systems Management

Standardize customer service processes and workflows
Identify operational bottlenecks impacting customer experience
Improve CRM and customer communication systems utilization
Develop reporting dashboards and service analytics
Drive continuous improvement initiatives across departments
Customer Retention & Reputation Management

Oversee customer complaint resolution and escalation management
Monitor online reviews, reputation scores, and customer feedback channels
Develop programs to improve referral generation and customer loyalty
Ensure warranty and service concerns are resolved promptly and professionally
Cross-Functional Collaboration

Partner with Sales, Operations, Production, and Accounting teams to improve customer outcomes
Align customer communication standards company-wide
Support company growth initiatives with scalable customer service infrastructure
Perform other related duties as assigned
To be successful in the role, you must possess:

Bachelor’s degree in Business, Communications, Operations Management, or a related field preferred; equivalent industry leadership experience will be considered.
7–10+ years of progressive leadership experience in customer service, call center operations, service operations, or customer experience management roles.
Experience leading customer service teams at scale, preferably within home services, construction, specialty trades, or other operationally complex service industries.
Proven success improving customer satisfaction metrics, online reputation, service responsiveness, and customer retention through process and team improvements.
Experience managing KPIs, workforce performance metrics, escalation processes, and operational reporting within multi-location or high-volume service environments.
Demonstrated experience implementing workflow improvements, customer communication processes, CRM systems, or service-related operational tools.
Strong background in employee coaching, performance management, and leadership development, with a track record of building engaged and accountable teams.
Experience collaborating cross-functionally with sales, operations, scheduling, and field leadership teams to improve customer outcomes and operational efficiency.
Excellent communication, coaching, and conflict resolution skills, with the ability to effectively manage escalated customer concerns while maintaining professionalism under pressure.
Customer-first mindset balanced with operational discipline, urgency, and a commitment to delivering measurable business results.
If you feel that you are a great fit for this opportunity, please apply today!

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