Director Customer Experience chez Lakeshore Recycling Systems

The Director of Customer Experience (CX) is accountable for designing and leading LRS’s end-to-end customer experience strategy and support contact center operations to deliver exceptional service, loyalty, and profitable growth. This leader builds a CX Center of Excellence (CoE), champions Voice of Customer (VOC) programs, and drives digital/omnichannel experiences in partnership with Operations, Sales, Billing/AR, IT, and Marketing. The role owns service standards, KPI governance, training/quality frameworks, and continuous improvement that measurably improves CSAT/NPS, first-contact resolution, response times, and retention.

Reports To: Vice President Marketing & Customer Service

Essential Job Duties:

• Set a multi-year CX vision and roadmap; define service standards, customer promises, and KPI targets across channels (voice, email, chat/web, portal, social).
• Stand up and lead a CX Center of Excellence (journey mapping, VOC/insights, training/quality, analytics, tooling).
• Establish enterprise CX scorecards; publish KPI dashboards by market/site; review performance in weekly/Monthly Operating Reviews with business leaders.
• Lead Illinois-based contact center operations including workforce management (WFM), forecasting, scheduling, queue health, and escalation protocols. Support field location contact centers.
• Drive first-contact resolution, average speed of answer, abandonment, service-level adherence, and quality monitoring.
• Oversee customer escalations and root-cause corrective actions; reduce repeat contacts and truck-roll-related costs.
• Own VOC program design (surveys, Customer Satisfaction Scores/CSAT, Net Promoter Scores/NPS, text analytics) and close-the-loop playbooks; translate insights into action plans with clear owners and timelines.
• Lead customer journey & touchpoint mapping (residential, commercial, municipal); create personas and friction-point removal plans.
• Partner with Operations to embed CX in route execution (missed pick-ups, bulk/yard waste, contamination fees, cart delivery, seasonal spikes).
• Partner with Marketing/IT to improve web, portal, and mobile experiences (self-service, knowledge base, payments, service changes, ticketing); drive adoption and containment.
• Evaluate and implement CX technologies (CRM/CCaaS/IVR, quality management, analytics, chatbot) to improve efficiency and customer outcomes.
• Build role-based onboarding and continuous training; certify agents, leads, and supervisors; maintain quality scorecards and calibration routines.
• Mentor leaders; create succession pipelines; promote a culture of service, accountability, and continuous improvement.
• Monitor and analyze KPIs (CSAT/NPS, First Call Resolution/FCR, Average Handle Time/AHT, ASA, Abandonment, SLAs, repeat contact, churn/retention, digital adoption); drive weekly action reviews with cross-functional owners.
• Partner with Operations to align field execution (dispatch, container swaps, route density) with CX outcomes; reduce failure demand.
• Run structured Lean/kaizen projects to eliminate defects and cost-to-serve.
• Manage departmental budget (labor and non-labor), headcount planning, and vendor management; make build-vs-buy recommendations.
• Attract, develop, and retain top CX talent; model LRS values and safety culture.
• Ensure adherence to municipal/contract and regulatory service obligations, privacy, and fair billing practices; partner with Legal and Compliance as needed.
• Performs other duties as required or assigned.

Scope of Responsibility:

This role provides strategic leadership for the contact center and CX CoE teams. Oversees CX scorecard governance and ensures consistent service-level adherence across markets. Executes managerial responsibilities in alignment with company policies and applicable laws, including authority over organizational design, hiring, performance management, disciplinary actions, and terminations.