Director of Customer Xperience

Director – Customer Xperience

Department: Marketing / Customer Experience

Reports To: Chief Marketing Officer

FLSA Status: Exempt

Salary Range: $75,000 - $90,000

PURPOSE

The Director of Customer Xperience is responsible for leading customer-facing support functions that influence customer satisfaction, retention, risk management, and revenue growth. This position oversees Customer Xperience, Claims Administration, and Fleet Support & Sales operations to ensure exceptional service delivery, effective issue resolution, Fleet account development, and strategic business performance through data-driven decision-making.

The Director serves as a strategic partner to Operations, Marketing, Human Resources, Finance, and Executive Leadership by developing scalable processes, driving operational excellence, improving customer retention, mitigating risk, and supporting company growth initiatives across all locations.

The Director of Customer Xperience is expected to uphold all company policies, procedures, and values while promoting a culture of accountability, customer advocacy, operational excellence, collaboration, and continuous improvement.

The Director shall ensure all customer-facing support functions operate in a manner that protects the company's reputation, supports business objectives, and delivers exceptional experiences for customers, Fleet partners, employees, and stakeholders.

REPORTING STRUCTURE

Reports To: Chief Marketing Officer

Role Lead the following Departments:

· Customer Xperience

· Claims Administration

· Fleet Support & Sales

Direct Reports May Include:

· Customer Xperience Lead

· Customer Xperience Specialists

· Claims Lead

· Claims Specialists

· Fleet Support & Sales Lead

· Fleet Support & Sales Specialists

· Additional support personnel as assigned

ESSENTIAL DUTIES & RESPONSIBILITIES

Customer Xperience Leadership

· Lead and develop the Customer Xperience team.

· Establish service standards, performance expectations, and departmental objectives.

· Monitor customer satisfaction, retention, and cancellation trends.

· Oversee complex customer concerns, escalations, and executive-level resolutions.

· Develop and maintain customer service policies, procedures, and best practices.

· Identify opportunities to improve the customer journey and reduce customer effort.

· Partner with Operations to improve service consistency across all locations.

· Ensure compliance with company policies and customer communication standards.

· Provide monthly reporting to leadership regarding Customer Xperience Department KPIs and associated operational reporting.

Claims Administration & Risk Mitigation

· Oversee claims intake, investigation, documentation, and resolution processes.

· Ensure claims are managed consistently and in accordance with company policies.

· Monitor liability trends and identify opportunities to reduce operational risk.

· Develop and maintain claims-related procedures and investigative standards.

· Partner with Operations and field leadership to improve compliance and loss prevention efforts.

· Analyze claims data and provide recommendations to reduce future incidents and improve performance.

· Support communications with insurance carriers, legal representatives, and external partners as required.

· Provide monthly reporting to leadership regarding Claims Department KPIs and associated operational reporting.

Fleet Support & Sales

· Oversee Fleet account support, administration, and sales support activities.

· Lead Fleet account acquisition goals

· Support Fleet account onboarding, retention, and growth initiatives.

· Monitor Fleet support ticket performance and service-level expectations.

· Collaborate with Sales, Operations, and Marketing teams to improve Fleet account performance.

· Track lead generation, account conversion, customer retention, and account growth metrics.

· Identify opportunities to improve Fleet customer experience and operational efficiency.

· Support development of Fleet processes, reporting, and performance standards.

· Provide monthly reporting to leadership regarding Fleet Department KPIs and associated operational reporting.

Reporting, Analytics & Business Intelligence

· Develop and maintain executive reporting and performance dashboards.

· Monitor and analyze key performance indicators across Customer Xperience, Claims Administration, and Fleet Support & Sales.

· Provide actionable recommendations to executive leadership based on operational and customer trends.

· Present findings and recommendations to leadership teams.

· Ensure accuracy, consistency, and timeliness of reporting.

Systems Administration & Process Improvement

· Serve as the business owner for customer support platforms, CRM systems, and related technologies.

· Maintain workflows, automations, reporting structures, and operational processes.

· Identify opportunities for process improvements that enhance efficiency and customer experience.

· Support implementation of new programs, initiatives, products, and services.

· Partner with technology providers and internal stakeholders to improve system functionality and user adoption.

Vendor & Business Partner Management

· Serve as a primary point of contact for customer-facing vendors, manufacturers, and business partners.

· Coordinate escalations requiring third-party involvement.

· Manage external relationships that impact customer experience and support operations.

· Evaluate vendor performance and identify opportunities for improvement.

· Ensure timely communication and resolution of customer-impacting issues.

Leadership & Team Development

· Recruit, hire, train, coach, and develop team members.

· Establish clear performance expectations and accountability measures.

· Conduct performance reviews and development planning.

· Foster a collaborative, customer-focused culture.

· Promote continuous improvement and professional development.