Compensation Details:

$140000 -160000 per year

Job Description:

Position Summary

The Senior Director of Customer Experience leads and optimizes customer contact center operations to deliver exceptional customer experiences, maximize booked appointment conversion, and drive operational excellence. This leader oversees multiple contact center managers and customer service teams while developing strategies that improve customer satisfaction, employee performance, and business outcomes.

The role is accountable for aligning training, coaching, quality assurance, customer engagement strategies, scripting, and technology enhancements across inbound and outbound customer interactions. The Senior Director partners closely with Operations, Marketing, Revenue, Training, and Technology teams to ensure a seamless and scalable customer experience.

Core Accountabilities

Lead at Scale: Build, guide, and develop a high-performing organization of contact center managers, supervisors, trainers, quality specialists, and customer service representatives.

Convert Demand: Own booked appointment conversion across inbound and outbound interactions, identifying barriers and implementing actions that improve customer engagement and revenue outcomes.

Elevate Conversations: Create and refine scripts, dialogue frameworks, and call flows for service inquiries, objections, appointment booking, retention, and other critical conversation moments.

Enable Performance: Align training, coaching, quality assurance, and technology to create consistent execution, measurable improvement, and an exceptional customer journey.

Key Responsibilities

Contact Center Leadership

• Lead and develop a team of Contact Center Managers, Supervisors, Trainers, Quality Specialists, and Customer Service Representatives.
• Establish performance expectations, accountability measures, and succession planning across the customer experience organization.
• Foster a high-performance culture focused on customer satisfaction, conversion, quality, collaboration, and continuous improvement.
• Conduct regular operating reviews and performance discussions with leadership teams.

Customer Experience Strategy

• Develop and execute customer experience initiatives that strengthen satisfaction, loyalty, retention, and brand perception.
• Analyze customer feedback, operational metrics, and journey insights to identify and prioritize improvement opportunities.
• Champion customer-centric thinking across the organization and implement scalable best practices across customer touchpoints.

Appointment Conversion & Revenue Performance

• Own booked appointment conversion performance across inbound and outbound customer interactions.
• Develop strategies that increase conversion, customer engagement, and revenue opportunities.
• Analyze funnel performance, identify conversion barriers, and implement corrective actions.
• Partner with Sales, Marketing, and Field Operations to optimize lead handling and appointment-setting effectiveness.

Training, Coaching & Quality Management

• Align training, coaching, and quality assurance programs across customer-facing teams.
• Ensure consistent customer experiences through standardized coaching methodologies and performance management processes.
• Develop onboarding and ongoing training that improves customer engagement skills, conversion effectiveness, and service quality.
• Create mechanisms to continuously evaluate and improve employee performance and customer outcomes.

Customer Conversation Strategy & Scripting

• Design, refine, and maintain customer interaction frameworks, call flows, and conversation scripts.
• Draft and optimize scripts for specific dialogue points, including customer needs discovery, objections, service inquiries, appointment booking, retention, and follow-up.
• Ensure scripts align with brand standards, customer needs, compliance requirements, and business objectives.
• Use customer insights and performance data to continuously refine messaging effectiveness.

Technology & Process Optimization

• Lead efforts to evaluate, implement, and refine customer experience technologies and platforms.
• Partner with IT, Digital, and Product teams to identify automation, AI, self-service, workforce management, CRM, and telephony enhancements.
• Optimize contact center systems, reporting, knowledge management, and customer communication channels.
• Drive continuous improvement initiatives that increase efficiency, customer satisfaction, and conversion outcomes.

Inbound & Outbound Customer Operations

• Ensure effective support for inbound service, scheduling, and sales-related interactions, as well as outbound follow-up, lead conversion, retention, and customer care programs.
• Establish channel strategies, operating standards, and service expectations that create a consistent experience across phone, text, email, chat, and other supported channels.
• Align staffing, workflow, and technology capabilities with demand patterns and business priorities.

Operations & Performance Management

• Establish and monitor KPIs related to customer satisfaction, conversion, productivity, quality, responsiveness, and employee engagement.
• Develop executive-level reporting and performance dashboards.
• Use analytics and customer insights to drive decisions and operational improvements.
• Ensure staffing strategies support business demand and service-level objectives.

Qualifications

Required Experience

• Bachelor's degree in Business, Customer Experience, Operations, Communications, or a related field.
• 8+ years of progressive leadership experience in customer experience, contact center operations, customer service, or related functions.
• 5+ years leading managers and large-scale customer service organizations.
• Demonstrated success improving customer satisfaction and conversion performance in a contact center environment.
• Experience developing training, coaching, quality assurance, and performance management programs.
• Experience creating customer communication frameworks, conversation guides, and scripting strategies.
• Strong understanding of CRM, telephony, workforce management, quality assurance, and customer engagement technologies.

Preferred Experience

• Experience leading multi-site or virtual contact center organizations.
• Experience with AI-enabled customer experience platforms and automated customer engagement solutions.
• Knowledge of customer journey mapping, Voice of Customer, and customer analytics frameworks.
• Experience supporting both inbound and outbound sales or appointment-setting environments.

Why should you join our team?

We live our values - W.E.L.I.G.H.T (Winning, Excellence, Love, Integrity, Gratitude, Humility, and Teamwork). Gratitude. Humility. Love. You don’t often see values like these in most corporate statements, but Ace Hardware Home Services, Inc. is different. These things are important to us. They represent our commitment to the company, our employees, and to the Ace brand.

In addition to providing our employees a great culture, we offer competitive benefits* that address life’s necessities and perks, many of which expand and improve year after year, including:

• Incentive/Commission/Bonus opportunities (Based on role / grade level)

• 401(k) retirement savings plan with matching company contributions, eligible on your first day!

• Comprehensive health coverage (medical, dental, vision, company paid short-term disability, and long-term disability) and life insurance benefits for you and your dependents.

• Warehouse Merchandise Discount!

• Paid time off & paid holidays (depending on role and month of hire)

• Career Growth & opportunities within several channels (Plumbing, Heating, Cooling, Electrical, Handyman, Customer Service and others). Your career at Ace is more than just a job. It’s a chance to be part of something meaningful. We help locally-owned businesses thrive and make an impact in their communities.

• You are joining a team that’s committed to your success and invested in your future. We provide the tools, hands-on training, formal education, and coaching to help you become a trusted expert in your craft, grow your career, and make a meaningful impact serving co-workers, customers, and your community.

• Robust Employee Assistance Program, which will provide professional assistance for personal, legal, financial, work, childcare and elder care support.

* Benefits are provided in compliance with applicable laws, plans and policies.

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About Ace Hardware Home Services, Inc.

Ace Hardware has been serving neighbors throughout America for over 100 years. Ace launched Ace Hardware Home Services Inc. and is now Bringing Helpful to Your Home℠. Ace Hardware Home Services offers a wide range of residential maintenance and home repair services including plumbing, heating, cooling, electrical, handyman and painting with the signature Ace Helpful service our customers know. Helpful is what we do – and Ace is on a Mission to be the best, most trusted provider of home preservation services.

Equal Opportunity Employer
Ace Hardware Home Services, Inc. is committed to a policy of promoting equal employment opportunities. The company recognizes the importance of diversity and leveraging the skills and talents of all people to the mutual advantage of each individual and the organization. The company is committed to the prevention of employment discrimination related to race, religion, color, sex (including sexual harassment), gender identity, national origin, age, marital status, disability and military or veteran status, sexual orientation or any other action covered by federal or applicable state/local laws.

Disclaimers

The pay range for this position starts as listed in the job posting but could be higher based on education and experience. Please note, compensation decisions are dependent on the facts and circumstances of each opening. We take into consideration the minimum requirements outlined in the job description, such as an individual’s education, training and experience, the position’s work location, required travel (if any), and external market conditions when determining the final salary for potential new hires.

Be aware that salary estimates published via alternate online job boards may not be a true representation of the actual pay range offered for this position. Please refer to the Ace Hardware Home Services position description for the accurate starting pay range information and feel free to discuss this with a Talent Acquisition professional if you are chosen to move forward with an interview.

This written “Position Description” is not intended to cover all aspects of the position listed. It is meant to cover the basic/general essential job functions of a particular position. Ace Hardware Home Services reserves the right to change job duties, including essential job functions, according to business necessity.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Notice to Philadelphia, PA candidates: When reviewing a post-offer background check, we will conduct an individualized assessment based on the applicant or employee’s specific record and the duties and requirements of the specific job.