Director, Business Operations (Customer Experience)

📋 Description

• • As the Director, Business Operations (Customer Experience) for EverPro, you will be instrumental in architecting and executing a transformative vision for customer experience operations within the home services business unit of EverCommerce.
• • This pivotal role focuses on enhancing and consolidating the internal "products" that power our Implementation & Onboarding, Reactive Support, and Proactive Customer Success functions, ensuring a seamless and sophisticated customer journey.
• • You will be responsible for the strategic selection of best-fit vendors, the meticulous development and execution of a systems consolidation roadmap, and the enablement of consistent, high-quality customer experiences across all EverPro solutions.
• • Your mission is to elevate EverPro’s customer experience operations to a more mature, integrated, and effective state, driving significant improvements in efficiency, scalability, and customer satisfaction.
• • You will operate in close partnership with the Head of Customer Experience and the Director of CX Operations, acting as a strategic ally to ensure tight alignment on objectives, clear communication of expectations, and reliable execution of initiatives.
• • Collaboration will extend to your peer Director overseeing Marketing and Sales systems, as well as central EverCommerce shared services, including Data & Analytics, the ePMO, and Financial Systems, to ensure cohesive operational strategies and leverage shared resources effectively.
• • This position demands a leader capable of operating at both strategic and hands-on levels, from defining high-level vendor strategies and roadmap governance to shaping detailed requirements, data definitions, and performance dashboards that drive measurable business outcomes.
• • A key responsibility will be leading the end-to-end vendor selection process for critical CX technologies, including Customer Success platforms, Customer Support platforms, and Implementation/Onboarding platforms.
• • This involves building robust evaluation criteria, facilitating comprehensive stakeholder input, driving objective recommendations, and owning the subsequent delivery plan to ensure successful implementation and adoption.
• • You will be tasked with building and maintaining a prioritized roadmap for CX systems consolidation and transformation, translating the overarching CX strategy and operational model needs into a sequenced plan of platform, data, and process initiatives.
• • This includes clearly articulating options, tradeoffs, and operationalizing approved decisions to ensure strategic alignment and efficient resource allocation.
• • A significant part of your role will involve delivering Tier 1 EverPro solutions, such as Service Fusion, Briostack, and Zyratalk, onto these consolidated CX platforms.
• • This integration will focus on ensuring consistent workflows, standardized configurations, and unified user experiences throughout the entire customer lifecycle.
• • You will also ensure that ongoing transformation programs within Marketing and Sales are seamlessly extended to encompass corresponding CX components, fostering a holistic approach to the customer journey.
• • A critical aspect of the role is developing and iterating on CX performance dashboards and reporting mechanisms.
• • This involves defining key metrics, establishing clear data definitions, identifying necessary instrumentation, and creating ongoing performance-management workflows, often in collaboration with the Central Data & Analytics team.
• • You will collaborate closely with the Marketing/Sales BizOps Director to guarantee shared data definitions, integrations, and handoffs are coherent and reliable, particularly in areas like Go-To-Market to Customer Experience transitions and account management/expansion motions.
• • Furthermore, you will explore and advance the integration of AI-enabled CX capabilities, such as agent assist tools, automated case classification, intelligent knowledge retrieval, and process automation, ensuring clear governance and measurable impact.
• • You will operate effectively within a framework of shared resourcing, including systems administrators, product managers/business analysts, and project managers, setting clear priorities and requirements to maximize delivery velocity and maintain high standards of quality.
• • This role is an opportunity to significantly shape the future of customer experience at EverPro, driving operational excellence and contributing directly to the company's growth and customer retention strategies.