Director Customer Experience - Bluefield, WV

Director Customer Experience

Location : Bluefield, WV

Employment Type : Full Time

Reporting to : Vice President Customer Experience

For Internal Candidates:

• Must not be on any corrective action or performance plans

• Must have held your current position for 6+ months

ABOUT US

At Alorica, we only do one thing – make lives better, one interaction at a time. We’re a global leader in customer service and experience, serving the world’s biggest brands with tens of thousands of employees in hundreds of locations around the globe.

We're the largest minority-owned CX provider, delivering digital-first, people-centered experiences for some of the world's most respected brands. For over 25 years, we've been helping businesses solve their toughest customer experience challenges—and we do it better than anyone else.

As a Top Place to Work, we're serious about creating an environment where people show up as their genuine selves. Which means when you succeed, we all do.

HERE’S WHAT THE JOB REALLY LOOKS LIKE

Performs complex high level management work overseeing the development and implementation of client related programs at our fulfilment center. Develops strategies and hiring of key management for returns inspection, test and repair, refurbishment and order fulfillment center supporting all of North America.

HOW YOU’LL MAKE AN IMPACT

• Develops and implements long and short-term strategies to effectively utilize technical and human resources to provide quality service to clients.

• Oversees development of management team (e.g., setting performance expectations/targets, training, coaching, performance appraisals, etc.)

• Supervises the coordination of service to meet new and existing client program objectives and expectations.

WHAT YOU’LL ACTUALLY DO

• Ensures that monthly and annual client reviews are conducted.

• Monitors/approves monthly client billing, making revisions as necessary.

• Tracks revenue to plan and report variances on a monthly basis.

• Acts as client and interdepartmental advocacy role model

• Identifies additional prospective work opportunities and develop innovative approaches to manage efficiency and profitability.

• Troubleshoots and creates action plans to quickly and effectively address problems.

• Identifies process improvement opportunities to drive efficiencies through the operation.

• Monitors all key metrics in support of meeting/exceeding initiative objectives.

• Maintain positive, consistent, and effective communications with staff.

• Participate in selection of Program Manager and Director level candidates.

• Other Duties as Assigned

• Works with sales to develop new clients

WHAT’LL SET YOU UP FOR SUCCESS

Minimum Education and Experience:

• Bachelors degree from an accredited university or college with major course work in business, marketing, communications, retail management or another related field

• Considerable experience (10+ years) in operations management in a manufacturing, refurbish, fulfillment or shipping center environment

• Significant experience (3+ years) supervising and developing subordinates

Knowledge, Skills and Abilities:

• Strong organizational and strategic planning skills

• Stays current with industry trends, technology, and opportunities

• Client advocate with strong customer service skills

• Excellent interpersonal skills

• Ability to manage staff and multiple programs requiring attention to detail

• Flexibility and versatility in problem analysis and resolution

• Ability to negotiate and discuss pricing and contractual arrangements

• Direct marketing knowledge required

• Ability to communicate across functional lines

• Demonstrated knowledge of interviewing and selection process

• Ability to analyze and interpret qualitative and quantitative data

• Excellent interpersonal skills

• Excellent interpersonal, written and oral communications and organizational skills

Work Environment:

• Constant sedentary work performed in a climate-controlled manufacturing / fulfillment environment

Physical Demands:

• Occasional travel

WHY ALORICA?

Our culture shows up in how we work together, support each other, and show up for our clients. We're bold enough to challenge how things have always been done, committed to delivering results that matter, and passionate about making customer experiences that actually work.

TIDE is our connection group built around real conversations, shared experiences, and genuine belonging. MLBA (Making Lives Better at Alorica) is our employee-led nonprofit where local teams raise funds and support colleagues and communities when it matters most. We don't just talk about culture—we build it, live it, and keep making lives better every day.

What We Offer:

• Competitive base pay with performance-driven incentives

• Comprehensive benefits including medical, dental, vision, and 401(k)

• Career development through Alorica Academy's open-access courses

• Real opportunities to grow within a global organization

• Access to our employee assistance program

• A collaborative, inclusive culture where innovation happens

Our Values

Bold – We challenge conventions and take smart risks

Relentless – We deliver results, no matter what it takes

Connected – We work as One Alorica because we're stronger together

True – We show up as our authentic selves, every single day

Ready to Join Us?

If you're looking for a place where your expertise matters, your voice is heard, and your work drives real impact, let's talk.

Apply today!

Equal Opportunity Employer – Veterans/Disabled

DISCLAIMER: The above information has been designed to indicate the general nature and level of work performed by employees in this classification.

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Equal Opportunity Employer

Alorica is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic.