Job Description

Weichert Workforce Mobility is hiring a Director, Customer Experience in Houston, TX. This is a hybrid role requiring two in office days. The Director, Customer Experience is responsible for providing leadership and direction to service functions that directly impact customer and client outcomes. This position leads the execution of client service vision that aligns with the company’s goals of service, process and continuous improvement. The Director, Customer Experience collaborates with multiple functional department heads and their delivery team to ensure that operational efficiency, quality, and data governance are delivered in a balanced manner across all service offerings within a client portfolio.

Job responsibilities include, but are not limited to, the following:

• Implements the strategic vision and mission for client and customer service delivery to achieve the company’s objectives.
• Partners closely with Client Relations leadership to balance operational and relationship requirements to retain and grow client engagements.
• Leads, mentors, and inspires a team of customer experience professionals to deliver exceptional service to our clients and customers, leveraging customer data and other inputs.
• Enables a culture of customer service excellence balanced by accountability, collaboration, learning, and continuous improvement across the organization.
• Designs, monitors and evaluates the performance of operations for their client portfolio, identifying areas for improvement in collaboration with the operational excellence team.
• Collaborates with operational excellence leadership in the creation of effective business processes, SOPs, and training modules and oversees the implementation and ongoing adherence to them.
• Implements best practices, data integrity compliance efforts, and process improvements; measures to optimize workflows and enhance service delivery.
• Responsible for the operational and financial performance of a client portfolio consists of large and/or strategic clients approximately valued at between $3 and $7 million.
• Partners with marketing, product development and technology to design and implement technology solutions that enhance client services delivery model and operational effectiveness.
• Performs other duties as assigned.

Requirements

The ideal candidate will meet the following requirements:

• Bachelor's degree in business administration, management, or a related field required
• A minimum of eight (8) years relocation industry experience
• A minimum of eight (8) years of management experience required
• Proven experience in leading client service operations teams at a senior level to deliver exceptional results
• Demonstrated experience in driving change management and process implementation
• Deep understanding of customer service principles and practices, with a passion for delivering exceptional customer experiences
• Strong operations management and customer service orientation
• Demonstrated knowledge of business process, data lifecycle, root cause analysis, and performance analysis
• Excellent communication, interpersonal, and negotiation skills, with the ability to build relationships and influence stakeholders at all levels of the organization
• Excellent relationship management skills with internal and external stakeholders
• Ability to inspire followers and drive measurable engagement and advocacy
• Strong analytical skills for performance monitoring and data-driven decision-making
• Demonstrated project management skills, with a track record of successful project execution
• Superior technical skills using required applications (Salesforce, PBI, Excel, PowerPoint)
• Ability to multi-task and focus on competing priorities
• Ability to adapt to a dynamic business environment and lead in times of change and growth
• Familiarity with compliance and legal aspects related to business operations

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