Director, Customer Experience

Reports to: VP of Sales

Full-time, Exempt

Hybrid in Plano, TX

$120,000-$125,000 per year plus bonus

Fairway is a Morgan Stanley Capital Partners portfolio company consisting of 20 lawncare, pest control and irrigation brands in over 70 locations spanning throughout the Southeastern, Central, and Midwestern United States with a plan for continued fast-paced growth in the future. We value independence and diversity, and you’ll find that our team consists of talented, dedicated people who share our enthusiasm, commitment to service excellence, and sense of pride. We are always looking for highly motivated individuals who want to refine their skills as well as grow their careers to join our team!

We are currently seeking an experienced Director of Customer Experience to join our team.

The Director of Customer Experience will be responsible for monitoring, measuring and improving interactions with our customers across our entire business. This position is directly responsible for the execution of high quality and consistent service, profitability of the operation, and motivating a team to empathize with the problems our customers face every day.

Job Responsibilities

• Conduct business reviews and compile data around customer satisfaction, tracking NPS, identifying root causes of dissatisfaction and rolling out improvement plans.
• Identify support cases trends, communicate internally and implement to improve them.
• Identify obstacles in the Customer Experience journey leveraging data and analytics to collaborate across the organization to remove them.
• Determine appropriate approach for increasing performance in department adhering to service level and customer related KPIs.
• Lead team in process improvements, documentation, or other structural areas to ensure continuity of operational processes.
• Work closely with HR department to maintain staffing levels necessary for successful operation of the department, which may include interviewing, hiring, and training employees.
• Must be passionate about Fairway’s mission and able to promote and communicate the philosophy, mission, and values to external and internal stakeholders.

Required Education & Experience

• Minimum 7 years of Customer Service Management experience.
• Multi-location management experience required.
• Irrigation, lawn care. or service delivery industry sales experience strongly preferred.
• Strong communication and project management skills required.
• Must work effectively with minimal supervision and be capable of navigating complex challenges.
• Ability to make decisive, impactful decisions and push the team in that direction.
• Experience working with technology, including Microsoft applications, required.
• Strong ability to remain organized, multitask, and deliver results in a timely manner.

Key Competencies Required:

• Relationship Building/Influencing - Demonstrate effective and appropriate influencing skills with internal and external customers. Build strong relationships with solid trust and mutual respect as the foundation.
• Ability to adapt and lead change - Instinctively know when and how to introduce change, in such a way that it is broadly accepted and institutionalized. Leverage strong judgement skills to make decisions.
• Proactive self-starter and ability to move with urgency - willingness to think proactively, dig in on issues, as they arise and move with urgency to resolve them.
• Results-oriented mentality and willingness to be “hands on” - ability to assume ownership of initiatives, projects, processes, etc. to drive successful business and financial outcomes across the entire business.
• Positive leadership and management qualities - inherent willingness to listen and be compassionate with teams to create strong culture and unified goals.
• Business development – ability to identify positive opportunities and make proactive decisions on the best practices to develop and support business growth.

Travel & Physical Requirements

• Minimum 50% travel both driving and flying from branch to branch within assigned geographic territory; travel for Corporate Meetings, as necessary. Travel requires the ability to operate an automobile.
• Work is performed in both an office environment and in branches during site visits; Ability to walk, stand, bend, etc. while in branches
• Prolonged periods sitting at a desk and working on a computer, typing, etc. while working in office environment
• Specific abilities required by this job include close and distant vision as well as the ability to hear normal conversation and respond, either verbally or in writing, to accurately convey detail and/or instructions
• Must be able to lift up to 50 pounds at times

Benefits

• Medical, dental, vision, and life insurance; company pays a portion of premium
• Competitive paid time off
• 9 Paid holidays
• 401(K) plan with matching up to 5%