Leader of Customer Experience Operations

Job description

Job DetailsJob Location: 3206 LANVALE AVENUE - RICHMOND, VA 23230Position Type: Full TimeEducation Level: 4 Year DegreeTravel Percentage: NoneJob Shift: DayJob Category: Customer Service Who We’re Hiring: The Leader of Customer Experience Operations is the operational leader responsible for ensuring the Customer Experience team delivers a world‑class, 7‑STAR customer experience consistently and at scale. This role leads a Customer Experience organization that serves as both customer advocates and brand ambassadors—supporting customers with care and confidence while representing the company’s values and commitment to long‑term relationships. The team is expected to address the immediate purpose of each interaction while also strengthening trust, loyalty, and long‑term value for all customers. The Leader owns performance, quality, capacity, and execution discipline across the contact center, translating the company’s 7‑STAR experience philosophy into measurable outcomes, observable service behaviors, and cultural standards. While the 7‑STAR framework is defined at the enterprise level, this role ensures it is operationally embedded through daily leadership, coaching, quality measurem...