Director of Customer Experience

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:

90% Service Level

95% Customer Satisfaction (CSAT)

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.

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.

Why Join Rottler Pest Solutions?

This is an opportunity to lead more than a customer service department. The Director of

Customer Experience will help shape how customers communicate with Rottler, how

technology connects customers to our services, how customer interactions generate

new opportunities, and how our Customer Contact Center and field operations work

together as the business continues to grow.

Salary Range: $125-$175,000 Annually