Director, Customer Experience & Operations

Job Title: Director, Customer Experience & Operations **Permanent, full time**

Location: Must be able to commute to Amherst, MA 1x a week!

Compensation: up to $100,000, DOE

Benefits: strong package with extensive PTO!

Overview:

We’re looking for a strategic and customer-focused Director to lead initiatives that enhance the end-to-end customer experience. This role drives operational excellence, translates customer insights into action, and collaborates across teams to deliver high-quality, scalable service solutions. Ideal candidates bring strong leadership, process improvement expertise, and a passion for creating seamless customer journeys.

Key Responsibilities:

• Lead customer experience initiatives using data and insights to inform strategy and improve service delivery.
• Drive cross-functional collaboration to ensure consistent, high-quality customer interactions across all channels.
• Optimize operations through cost-effective solutions and process improvements.
• Support workflows in partnership with program and IT teams.
• Maintain and enhance SOPs to ensure operational consistency and compliance.
• Coach and develop a high-performing team; align team goals with customer success metrics.
• Contribute to customer success programs that promote retention and engagement.

Qualifications:

• Bachelor’s degree in Business, Operations, or related field.
• 5 years in customer experience or operations, including 3 years in a leadership role.
• Experience with Lean, Six Sigma, or similar process improvement frameworks.
• Strong project management and data analysis skills; familiarity with CRM and service platforms.

• Bachelor’s degree in Business, Operations, or related field.
• 5 years in customer experience or operations, including 3 years in a leadership role.
• Experience with Lean, Six Sigma, or similar process improvement frameworks.
• Strong project management and data analysis skills; familiarity with CRM and service platforms.

Robert Half is the world’s first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

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All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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