Overview
Customer Experience Operations Director Jobs in United States at Cross Media
Title: Customer Experience Operations Director
Company: Cross Media
Location: United States
Role Description The Customer Experience Operations Director is a full-time, remote role responsible for overseeing the end-to-end operational delivery of customer experience initiatives. This role leads the design, implementation, and continuous improvement of processes, policies, and systems that support high-quality customer interactions across channels. Day-to-day responsibilities include monitoring performance metrics, analyzing customer feedback and operational data, and translating insights into actionable improvements. The director collaborates closely with cross-functional teams such as customer support, product, finance, and IT to align operations with organizational goals. This position also manages budgets, resource planning, and vendor relationships related to customer experience tools and platforms, while coaching and developing team members to ensure consistent, effective service delivery.
Qualifications
- Demonstrated expertise in Operations Management, including process design, workflow optimization, and operational governance.
- Strong Analytical Skills to interpret data, build dashboards, identify trends, and drive data-informed decision-making.
- Proven Team Management experience, including setting goals, providing feedback, and developing high-performing, remote or distributed teams.
- Hands-on Budgeting experience with forecasting, cost control, and ROI analysis for customer experience initiatives.
- Robust Customer Service background, with a track record of improving customer satisfaction, loyalty, and service quality.
- Excellent communication and collaboration skills to work effectively with stakeholders across business units.
- Experience with customer experience platforms (e.g., CRM, ticketing, contact center tools) and process automation is beneficial.
- Bachelor’s degree in Business, Operations, Management, or a related field; advanced degree or relevant certifications (e.g., CX, Lean, Six Sigma) are a plus.
- Ability to work independently in a remote environment, manage multiple priorities, and adapt to evolving business needs.
