ZipRecruiter

Log In

1

Director Customer Experience Operations Jobs in Florida

Socket.dev

Director Customer Experience

Pompano Beach, FL · On-site

$120 - $180/hr

The Customer Experience Director works closely with Sales, Operations, Logistics, Finance, and customers to ensure orders are executed accurately, delivered on time, and managed profitably. The job ...

next page

Showing results 1-20

All JobsCustomer Experience Operations JobsDirector Customer Experience Operations JobsDirector Customer Experience Operations Jobs in Florida

Director Customer Experience Operations information

What does a director of customer experience operations do?

A director of customer experience operations oversees strategies and processes to improve customer satisfaction and loyalty. They manage teams, analyze customer feedback, implement service improvements, and often use tools like CRM systems to ensure consistent and high-quality customer interactions.

What does a director of customer experience operations make?

A director of customer experience operations typically earns a salary ranging from $100,000 to $180,000 annually, depending on the industry, company size, and location. They oversee customer service strategies, improve customer satisfaction, and often manage teams using tools like CRM software. Compensation may also include bonuses and benefits based on performance and company policies.

What are the most commonly searched types of Customer Experience Operations jobs in Florida?

The most popular types of Customer Experience Operations jobs in Florida are:

What are popular job titles related to Director Customer Experience Operations jobs in Florida?

For Director Customer Experience Operations jobs in Florida, the most frequently searched job titles are:

What job categories do people searching Director Customer Experience Operations jobs in Florida look for?

The top searched job categories for Director Customer Experience Operations jobs in Florida are:

What cities in Florida are hiring for Director Customer Experience Operations jobs?

Cities in Florida with the most Director Customer Experience Operations job openings:

Director Customer Experience Operations jobs near you

Director, Customer Experience Operations

Lakeland, FL • On-site

WELLDYNE
Health Care and Social Assistance • 501 - 1,000 employees

5.5

Company rating: 5.5 out of 10

Based on 7 frontline employees who took The Breakroom Quiz

Respectful managers

Uninterrupted breaks

Learn more about WELLDYNEexternal

$100K - $120K/yr

Full-time

Re-posted 7 days ago

Job description

Summary
The Director, Customer Experience Operations sits within Customer Care and serves as a critical conduit between internal operations and cross-functional partners, including Client Services, IT, and other support teams. This role is responsible for ensuring alignment across stakeholders to deliver seamless client experiences, drive operational performance, and resolve issues effectively. By bridging communication, translating client and customer needs into actionable plans, and leading cross-functional coordination, the Director plays a key role in enhancing service delivery, supporting program success, and maintaining strong client relationships. (This role may or may not have direct reports).
Essential Duties and Responsibilities
  • Lead and facilitate client call calibrations to ensure alignment on quality standards, expectations, and performance outcomes.
  • Manage and conduct Quarterly Business Reviews (QBRs), providing insights, performance metrics, and strategic recommendations to clients.
  • Collaborate with cross-functional teams to gather, define, and document client requirements, supporting the setting up of new programs and successful implementations.
  • Oversee vendor management, including ownership of external partner relationships with a focus on performance monitoring, reporting, and continuous improvement.
  • Scope and define VCP (Voice/Customer Platform) projects, serving as the primary interface with technology teams to ensure accurate requirements and successful execution.
  • Drive performance management initiatives, partnering with supervisors and managers to improve key operational metrics such as Average Handle Time (AHT), quality, and overall service delivery.
  • Own and manage client escalations, conducting deep-dive analysis to determine root cause, assess business impact, and drive corrective actions through to resolution.
  • Identify systemic issues and recurring trends, prioritizing the highest-impact opportunities and partnering with cross-functional teams to implement sustainable solutions.
  • Proactively chase down resolution paths across teams, ensuring accountability, timely follow-up, and clear communication to stakeholders and clients.
  • Analyze performance data and operational trends to identify opportunities for improvement and enhance client satisfaction.
  • Provide leadership coverage for the VP and Senior Director, ensuring continuity of operations, decision-making, and team support as needed.
  • Foster strong client relationships through proactive communication, issue resolution, and continuous alignment on business goals.
  • Provides leadership and guidance to team members and cross-functional partners and may assume direct people management responsibilities as required.
  • Additional duties as assigned.

Education and Experience
  • Bachelor's degree in business administration, Communications, or a related field preferred (or equivalent work experience).
  • 10+ years of leadership experience in client experience, customer operations, or call center management.
  • Proven experience managing client relationships and leading performance-driven initiatives.
  • Experience handling complex escalations and root cause analysis in a client-facing environment.
  • Experience with vendor/outsourced partner management strongly preferred.
  • Demonstrated experience supporting program implementations and cross-functional project work.
  • Experience leading and motivating teams, both through direct reporting relationships and through influence in a cross-functional environment.

Knowledge, Skills and Abilities
  • Strong understanding of call center operations, performance metrics (AHT, quality, NPS, etc.), and continuous improvement practices.
  • Advanced problem-solving and root cause analysis skills, with the ability to translate findings into actionable solutions.
  • Excellent client-facing communication and presentation skills, including experience leading QBRs and managing escalations.
  • Ability to prioritize and manage high-impact issues under pressure, ensuring timely resolution and stakeholder satisfaction.
  • Strong project management and organizational skills, with the ability to manage multiple priorities simultaneously.
  • Experience collaborating with technology teams to scope and implement solutions.
  • Proven ability to influence and coach leaders (supervisors/managers) to drive performance improvements.
  • Strong analytical skills with the ability to interpret data and identify trends.
  • Ability to build and maintain relationships with internal stakeholders, clients, and external vendors.
  • High level of adaptability and ability to operate effectively in a fast-paced, evolving environment.

What WellDyne employees say

Pay

Hours and flexibility

Workplace

Get the full story on Breakroom

Apply