Head of Customer & Contractor Experience

United States, HOFFMAN ESTATES, REMOTE, REMOTE

Transformco

USD 160K+ Contract Exec Senior

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Published 3 days ago

Employment Category

Regular, Full-time

Travel Requirements

Moderate (15-30%)

Responsibilities/Skills/Experience Requirements

JOB DUTIES/RESPONSIBILITIES:

Designs and refines the end-to-end customer journey, identifying and addressing gaps or inefficiencies. Ensures consistent, high-quality experiences at every touch point, whether digital or in-person
Establishes KPIs (e.g., Net Promoter Score, CSAT, etc.) to measure customer satisfaction and gathers and analyzes customer feedback to drive product, service, and process improvements
Provides regular reporting on customer experience metrics, outlining areas for enhancement
Partners with sales, operations, marketing, and other internal teams to ensure customer-facing strategies are aligned and consistently executed
Facilitates training and coaching for front-line teams, enabling them to provide exceptional customer service
Develops the structure and flow for allocating repair jobs to a network of contractors and defines clear processes and guidelines for contractor onboarding, training, scheduling, and performance measurement
Oversees project timelines and work quality to ensure repairs are completed to SHS standards
Establishes accountability measures for on-time completion, safety compliance, and customer satisfaction
Implements contractor feedback loops and corrective actions when quality or timeliness falls short
Coordinates with finance to ensure accurate and timely payments to contractors
Monitors job costing and profit margins, ensuring each job meets desired profitability targets
Manages contractor rates and recommends adjustments based on market conditions and business needs
Tracks contractor performance, including job completion rates, customer feedback, and operational efficiency and provides regular, data-driven reports to senior leadership, highlighting risks, opportunities, and areas needing improvement
Performs supervisory functions, including but not limited to, making employment decisions regarding hiring, promoting, demoting and terminating, conducting performance appraisals and coaching and developing associates

JOB REQUIREMENTS:

Bachelors Degree
Over 10 years of related experience
Up to 25% travel
18 years of age or older

REQUIRED SKILLS:

Demonstrated experience and track record managing service related operations with P&L accountability
Strong quantitative and analytical skills, specifically with respect to understanding operational economics
Demonstrated ability to communicate and interact at multiple organizational levels, both internally and externally, including potential third party business partners and clients
Strong leadership and motivational skills
Strong project and change management skills
Strong knowledge of employment laws and regulations related to contractor and contingent workforce management
Ability to work effectively in a fast-paced, dynamic environment

PREFERRED SKILLS: