Job Summary
Our mission is to partner with educators on solutions that break down learning barriers and help all students realize their potential. With innovative digital and print curriculum in 6-12 language arts, Advanced Placement courses, and a wide range of other subjects and grade levels, we are experiencing rapid growth as schools transition to blended learning. As a family-owned business since 1926, we build for the long term through a continual investment in our team where everyone is expected to take initiative, work together, think critically, as well as learn and grow as individuals. We are seeking an experienced Director of Customer Experience & Support Operations to lead our comprehensive customer support organization for an educational publishing company. This strategic leadership role encompasses managing both customer experience representatives and technical implementation teams, ensuring exceptional service delivery across all customer touchpoints while driving operational excellence through AI-enabled support tools and data-driven process improvements.
Key Responsibilities
Customer Experience Team Oversight
- Lead a team of customer experience representatives handling sales quotes, sales order processing, print and digital sample requests, and comprehensive customer support inquiries
- Manage customer product support, order status tracking, and website assistance
- Ensure seamless collaboration with field sales and inside sales teams to optimize customer interactions and conversion opportunities
- Digital Implementation & Technical Support Team Management
- Direct second-line technical support specialists focused on account setup, LMS integrations, and general digital product support
- Oversee troubleshooting school and district integrations with various school Learning Management Systems including Canvas, Google Classroom, and other educational platforms
- Develop and oversee processes for issue escalation/resolution to professional development services and internal development teams using NetSuite case assignment and escalation processes
- Lead customer implementation follow-up processes with professional development and marketing using periodic health checks, webinars, and best practices campaigns to ensure successful adoption
Strategic Operations & Process Excellence
- Implement and oversee customer health checks and active usage monitoring systems
- Create comprehensive reporting dashboards for leadership team visibility into customer experience metrics and team performance
- Evaluate and implement cutting-edge multichannel, agentic AI customer support tools to enhance response times, service quality, and customer satisfaction
- Balance AI automation with human touch points to maintain personalized customer relationships
- Develop standardized playbooks and training materials for both customer experience and technical support teams
Required Qualifications
- Bachelor's degree in Business Administration, Education, Technology, or related field; Master's degree preferred
- 7-10 years of progressive customer support leadership experience, with at least 5 years managing teams of 5+ representatives
- Six sigma black belt, green belt, or proven experience with workplace lean
- Proven experience with ERP and CRM systems, including case management and workflow automation
- Experience with AI customer support tools implementation and performance measurement
- Demonstrated success in building, scaling, and managing customer support organizations
- Strong analytical capabilities with experience in KPI development, performance metrics, and data-driven decision making
- Experience with customer success operations, including health scoring, churn prevention, and expansion opportunity identification
Perfection Learning complies with all applicable federal and state non-discrimination laws. All qualified applicants shall receive consideration for employment without regards to race, religion, national origin, ancestry, color, gender, age, disability, sexual orientation, or military status.
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