Job Summary

Have you got what it takes to succeed The following information should be read carefully by all candidates.

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.

Compensation details: 100000-120000

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