Lead, coach, develop, and hold accountable frontline employees and team leaders to ensure they understand not only what to do, but why their work matters to the overall customer journeyLead the overall performance, culture, and customer experience delivered by the Customer Experience team by establishing clear service expectations, fostering accountability, promoting customer ownership, and reinforcing solution-oriented behaviorsLead, coach, develop, and hold accountable frontline employees and team leaders to ensure they understand not only what to do, but why their work matters to the overall customer journeyPersonally engage in significant or recurring customer issues when leadership intervention is neededManage a high-volume customer contact operation across multiple markets and locationsMonitor daily contact volume, service levels, abandonment, staffing, schedule adherence, productivity, and customer outcomesIdentify risks to service levels early and adjust staffing, schedules, workflows, or priorities accordinglyEstablish clear daily, weekly, and monthly operating rhythms for the departmentEnsure appropriate coverage during peak periods, outages, billing cycles, and other high-volume eventsUse operational data to understand performance and drive improvementUnderstand the story behind the numbers, identify root causes, and create action plans when performance is below expectationsEstablish measurable performance expectations and routinely review resultsConduct regular coaching, one-on-ones, performance conversations, and development planningRecognize high performers while addressing performance concerns promptly and consistentlyDevelop future leaders within the Customer Experience organizationChampion adoption of company systems, customer management platforms, workforce tools, communication tools, and operational platformsEnsure employees adopt new processes and front-line employees are supported through accessible process documentationIdentify inefficient processes and recommend scalable solutionsAnalyze customer feedback, escalations, repeat contacts, surveys, and operational trends to identify root causes, reduce unnecessary contacts, and drive continuous improvement across the organizationPartner with cross-functional teams to improve workflows and ensure frontline teams understand process changesParticipate actively in testing and implementation of new systems, products, and customer-facing processesServe as a key connection point between Customer Experience and other operational teams like Dispatch, Repair, Field Operations, Network, Sales, Billing, Service Delivery, & MarketingEnsure customer-impacting operational issues have clear ownership, communication, and escalation pathsRepresent the voice of the customer in operational discussions and decision-makingHelp create processes that prevent customers from being passed between departments without resolutionIdentify opportunities for self-service, automation, improved customer communication, and process simplificationSupport the development of a scalable Customer Experience organization capable of supporting continued company growth OTHER JOB FUNCTIONS: Other duties as assigned This position leads customer experience advocates, manages staffing and workflow using data to drive action, monitors service quality and operating results, resolves escalated customer concerns, and partners across departments to improve the customer journey.