Job Summary
A law firm is seeking a Remote Client Experience Senior Director in Longwood.
Candidates will be responsible for the following:
- Managing the Director of Quality and their team of 12 associates
- Managing all experience touchpoints through the Case Control Center
- Analyzing qualitative and quantitative data to generate insights, leverage
Qualifications for this position include:
- 2 to 4 days per month in the office
- Bachelor's Degree required
- 10+ years of experience in a Contact Center
- 5+ years of experience in a senior leadership role (Director, Sr. Director, etc)
- Extensive experience related to VOC/CSAT/NPS
- Strong customer experience focus
