What are the responsibilities and job description for the Director, Customer Experience position at 24 Seven Talent?
Job Description
Director of Customer Experience
We’re hiring a Director of Customer Experience to lead and scale the end-to-end client journey — from onboarding through long-term partnership — and transform it into a predictable, proactive, white-glove experience that becomes a true brand differentiator.
This is a senior leadership role focused on building the systems, standards, and team required to deliver exceptional client outcomes at scale.
This leader will own the Client Experience function as a strategic retention and growth engine, driving satisfaction, loyalty, operational clarity, and service excellence across the organization.
This role reports to the VP of Operations.
What You’ll Own
What We’re Looking For
Director of Customer Experience
We’re hiring a Director of Customer Experience to lead and scale the end-to-end client journey — from onboarding through long-term partnership — and transform it into a predictable, proactive, white-glove experience that becomes a true brand differentiator.
This is a senior leadership role focused on building the systems, standards, and team required to deliver exceptional client outcomes at scale.
This leader will own the Client Experience function as a strategic retention and growth engine, driving satisfaction, loyalty, operational clarity, and service excellence across the organization.
This role reports to the VP of Operations.
What You’ll Own
- Elevate and standardize the full client journey
- Build scalable onboarding, communication, and service delivery systems
- Lead and develop Account Management and Project Management teams
- Improve retention, client satisfaction, and long-term value
- Strengthen handoffs across Sales ? PM ? AM ? Fulfillment
- Implement client health tracking, escalation frameworks, and CX dashboards
- Reduce reactive work by creating structure, predictability, and accountability
- Provide executive visibility into client experience performance and risk
- Account Management Lead (to hire or develop)
- Project Management Lead (to hire or develop)
- 3 Project Managers
- 5 Account Managers
What We’re Looking For
- 10–15 years leading client-facing teams in Account Management, Customer Success, CX, or Project Delivery
- Proven success improving retention, satisfaction, and client outcomes
- Experience building SOPs, workflows, onboarding frameworks, and escalation paths
- Strong executive communication and cross-functional leadership skills
- Builder mindset — someone who creates structure, not just manages it
- High emotional intelligence, accountability, and operational rigor
- Agency experience strongly preferred
- Experience in legal or home-services industries is a plus