Director of Customer Experience

Description

Position Overview

Rottler Pest Solutions is seeking an experienced, forward-thinking Director of Customer Experience to lead and advance our customer experience strategy.

This role goes beyond managing a traditional call center. The Director will lead the continued development of a modern Customer Contact Center, connecting customers to Rottler through phone, SMS, email, digital billing and invoicing, online sales, self-service, and emerging communication channels.

The successful candidate will take ownership of an established operation and continue moving it forward, using people, technology, data, sales opportunities, routing and service-delivery insights, and process improvement to create a more responsive, scalable, and valuable customer experience.

Key Responsibilities

Customer Experience & Contact Center

· Lead the Customer Contact Center and develop its supervisors and team members to consistently achieve performance expectations.

· Maintain strong operational performance, including:

o 90%+ Service Level

o 95%+ Customer Satisfaction (CSAT)

o Strong conversion and close rates on inside sales opportunities

· Continue developing opportunity-based selling, using customer interactions, account data, and service needs to identify additional sales and retention opportunities.

· Expand and improve customer communication through phone, SMS, email, digital billing, online sales, self-service, and other emerging channels.

· Use performance data and customer feedback to identify trends and continuously improve the customer experience.

Technology, Routing & Service Delivery

· Partner with Operations to improve scheduling, routing, and dispatch processes, connecting customer needs with field service capacity.

· Utilize technology and data to improve response times, route efficiency, customer communication, and overall service delivery.

· Identify and close gaps between the Customer Contact Center and field operations that create delays, unnecessary work, missed opportunities, or customer frustration.

· Work with software providers and developers to shape, customize, test, and implement improvements to CRM, routing, scheduling, and customer-facing technology.

· Identify opportunities to use automation, AI, integrations, and customized workflows to improve productivity and scalability.

Process Improvement & Strategic Projects

· Partner across Operations, Sales, Finance, Technical, Marketing, and Administration to improve processes and remove customer and employee friction.

· Provide oversight of key customer-facing systems, integrations, third-party billing platforms, and vendor relationships.

· Lead cross-functional projects involving CRM improvements, system implementations, data integrity, account and program consolidation, and other strategic initiatives.

· Establish strong documentation, system ownership, and business continuity practices to reduce single points of failure.

· Continually identify opportunities to simplify processes, improve efficiency, and add value to the business.

Leadership Expectations

The Director of Customer Experience should be a leader, builder, and problem solver who understands that customer expectations, technology, and methods of communication continue to evolve.

This individual should be equally comfortable developing people, analyzing performance, improving processes, working with technology and developers, and collaborating with field operations.

The goal is not simply to manage today’s Customer Contact Center, but to continually develop what the customer experience should become next.

What Success Looks Like

Success in this role means:

· Consistently achieving 90%+ service levels and 95%+ customer satisfaction.

· Driving strong inside-sales conversion and expanding opportunity-based selling.

· Increasing the effectiveness of digital and self-service customer channels.

· Developing strong leaders capable of managing day-to-day operations.

· Improving scheduling, dispatch, and the connection between customer demand and field capacity.

· Using technology, automation, and AI to improve efficiency and scalability.

· Improving integration between customer-facing technology and service delivery.

· Successfully implementing process and technology improvements across departments.

· Continually finding ways to make it easier for customers to do business with Rottler.

Requirements

Qualifications

· Proven leadership experience in customer experience, contact center, operations, or a related field.

· Demonstrated ability to coach leaders and build high-performing teams.

· Experience managing performance through measurable KPIs.

· Strong understanding of CRM, digital communication, automation, and customer-facing technology.

· Experience with process improvement and cross-functional project leadership.

· Experience working with scheduling, routing, dispatch, or field-service technology is preferred.

· Ability to effectively work with software vendors and developers to translate business needs into practical solutions.

· Strong analytical, communication, organizational, and problem-solving skills.

· High level of ownership, curiosity, accountability, and follow-through.