Director of Customer Experience
Location: Dallas, TX or Remote (U.S.) Prefer local to Dallas
Reports To: SVP, Customer Experience
Status: Exempt
Compensation: $180k - $250k Blended Salary ($160k), plus commission.

Relevant job titles: 

Director of Customer Experience & Operations
Director of Service Operations & Customer Experience
Director of Client Experience & Service Delivery
Director of Customer Success & Service Operations
Director of Field Service Experience
Director of Customer Experience & Dispatch Operations

Position Summary
Leads end-to-end customer experience strategy, ensuring exceptional service delivery across all fire protection offerings. Oversees the full customer journey—engagement, scheduling, inspection, service execution, and account management—to drive loyalty, retention, and growth. Combines operational excellence with deep knowledge of customer needs in a regulated, safety-critical environment.
Key Responsibilities

Strategic Leadership

• Define and execute a company-wide CX strategy aligned with business goals.
• Represent the customer in executive decision-making, influencing service design and technology.
• Establish and manage KPIs (NPS, CSAT, response times) and lead continuous improvement.

Customer Journey Management

• Map and optimize the full customer lifecycle for consistency, compliance, and quality.
• Collaborate with operations, sales, and field teams to reduce friction and improve communication.
• Modernize customer interactions via digital tools, self-service, and proactive communication.

Team & Culture Development

• Build and lead high-performing customer service, dispatch, and account management teams.
• Foster a culture of accountability, empathy, and service excellence.
• Provide training to ensure knowledgeable, compliant support in fire protection services.

Operational Excellence

• Align service delivery with NFPA codes, AHJ requirements, and industry best practices.
• Create escalation protocols and service recovery processes.
• Drive efficiency improvements that reduce response times and increase first-contact resolution.

Data, Technology & Innovation

• Use CRM, service platforms, and analytics to generate actionable customer insights.
• Champion technology solutions that improve communication, transparency, and scheduling accuracy.
• Report performance metrics and recommend strategies to leadership.

Qualifications

• Military Veterans highly encouraged to apply
• Bachelor’s in Business/Operations required; MBA preferred.
• 10+ years in CX, operations, or service leadership; fire protection/building services preferred.
• Demonstrated success improving satisfaction and retention through strategic initiatives.
• Strong knowledge of service operations, scheduling, compliance, and field workforce dynamics.
• Excellent leadership, communication, and cross-functional partnership skills.
• Proficient with CRM/service management systems (e.g., ServiceTrade, Salesforce).

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