Director of Customer Experience

Headquartered in Birmingham, Alabama, Moultrie (www.moultrieproducts.com) is the leader in game feeders and cellular camera innovation, building products used by hunters, property owners, and others for real-time remote monitoring. We take pride in developing deep user understanding, obsessing about the details, and going the extra mile to show our users we love them. Moultrie is customer-driven - hardware, software, marketing, and customer success teams collaborate to deliver a quality user experience. As a business unit of EBSCO Industries (www.ebscoind.com), we offer the stability and benefits of a firmly established corporation while operating as a growth-focused team with the entrepreneurial spirit of a startup.
We are guided by the following principles: Customer Obsession.; Excellence is the Standard.; Bias for Action.; Act Boldly.; Deliver Results.; Hire and Develop the Best.; Be Curious and Learn.; Win as a Team.; Grow or Die.

The Director of CX is responsible for developing and scaling CX operations, ensuring that customer experience initiatives are effectively implemented to enhance engagement, retention, and satisfaction. This role oversees CX workflows, automation, and measurement frameworks, ensuring seamless integration across the organization. Success in this role requires expertise in CX operations, process optimization, and customer insights, with strong collaboration across CS, Product, and Marketing teams.

Key Responsibilities

CX Operations & Measurement Framework

• Define and manage CX measurement systems to track engagement, retention, and customer satisfaction.
• Establish structured workflows to improve the efficiency and effectiveness of CX initiatives.
• Develop processes to identify and reduce customer friction while improving overall experience.

Process Optimization & Engagement Strategy

• Collaborate with Product and UX teams to enhance user interactions and remove obstacles in the customer journey.
• Work with Marketing and Customer Success to build strategies that drive engagement and retention.
• Implement data-driven decision-making frameworks to continuously refine CX strategies.

Technology & Automation Enablement

• Oversee the integration of automation and AI-driven insights to improve efficiency in CX operations.
• Ensure that CX tools and systems are optimized for scalability and effectiveness.
• Partner with the CX Tech Integrator to improve real-time data tracking and customer engagement processes.

Retention & Customer Experience Improvement

• Design and execute initiatives that enhance customer retention and loyalty.
• Develop processes for proactive customer interventions to address engagement and satisfaction challenges.
• Establish best practices for measuring and improving the impact of CX programs.

Continuous Improvement & CX Experimentation

• Lead ongoing CX optimization efforts to adapt to changing customer needs.
• Establish a structured testing and feedback loop to evaluate and refine CX strategies.
• Drive collaboration across teams to ensure that CX initiatives align with broader business goals.

Required Skills & Qualifications

• 7+ years of experience in CX operations, customer success, or process management.
• Proficiency in CX metrics, customer analytics, and retention strategies.
• Experience with CX platforms such as Zendesk, Gainsight, or similar tools.
• Knowledge of automation, CRM systems, and AI-driven engagement strategies.
• Ability to collaborate across departments to drive CX improvements.
• Proven experience in scaling CX operations in a dynamic environment.

Preferred Qualifications

• Experience leading CX automation initiatives.
• Background in customer journey mapping and process enhancement.
• Strong understanding of engagement and lifecycle marketing strategies.
• Leadership experience in fast-growth or transformation-focused organizations.

We are an equal opportunity employer and comply with all applicable federal, state, and local fair employment practices laws. We strictly prohibit and do not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, sex, pregnancy status, age, national origin or ancestry, ethnicity, religion, creed, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.

We comply with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law.