Leader of Customer Experience Position Available In Williamson, Tennessee

ABOUT US

Acquired by Tractor Supply Company, Allivet is a leading pet pharmacy with a dynamic presence in both retail and e-commerce. Headquartered in Miami, Florida, Allivet has one of the largest pharmacy fulfillment footprints spanning three U.S. locations. Offering a large selection of pet medications, pet health products, and veterinary supplies, the company serves pet owners, hobby farmers, and rescue organizations throughout the country. If you’re driven by innovation and committed to making a positive impact on pets’ lives, Allivet is the place for you. Join us in our mission to help pets live their best lives. Allivet is proud to be certified as a “Great Place to Work”, showcasing our commitment to core values and fostering an exceptional workplace environment for all employees.

THE ROLE

The Customer Experience Leader will provide strategic leadership and oversight into all aspects of customer service operations. This role is responsible for shaping and executing service strategies, guiding high-performing teams, and enhancing efficiencies to ensure exceptional customer experience. This role emphasizes enhancing customer experience, optimizing team performance, utilizing data analytics, accurately forecasting staffing needs. The Customer Experience Leader will possess proven experience in managing outsourced customer service operations across international locations. Key areas of focus include strategic planning, performance monitoring and optimization, technology development and integration (including AI solutions to enhance performance and drive efficiency), talent development, risk mitigation, stakeholder engagement, and a sustained commitment to continuous improvement. This leader must have a proven ability to implement scalable solutions, manage change, and guide teams through rapid growth and transformation.

Location:

Miami Florida or Brentwood Tennessee (hybrid) (some travel as needed)

KEY RESPONSIBILITIES

Strategic Leadership & Vision:

o Develop and implement long-term customer service strategies aligned with organizational goals. o Communicate the customer service vision and strategic priorities clearly to the team and stakeholders. o Oversee departmental budget planning, allocation, and cost control

Performance Management:

o Lead ongoing monitoring and improvement of key customer service metrics, including response times, resolution rates, customer satisfaction scores (CSAT), and operational productivity. o Analyze performance data to identify trends and proactively implement corrective measures.

Team Development & Staffing:

o Forecast staffing requirements aligned with organizational growth and strategic objectives. o Direct hiring, training, and retention initiatives to build and maintain a high-performing customer service team. o Foster team leadership skills through targeted training, mentoring, and coaching.

Data Analytics & Insights:

o Continuously analyze operational data and customer feedback to uncover improvement opportunities. o Leverage analytics to inform strategic decisions and enhance operational effectiveness.

Process Improvement & Execution:

o Establish robust processes to ensure consistent, high-quality service delivery. o Design and deploy tools to capture, assess, and act on customer feedback to inform service improvements o Manage the implementation of process improvement initiatives, ensuring seamless execution and practical outcomes.

Vendor & Call Center Partnership:

o Manage relationships with third-party BPO contact centers; evaluate, onboard, and manage new partners as needed o Develop, implement, and oversee customer service policies and procedures to ensure consistently high-quality customer experience o Evaluate and maintain effective relationships with external call center vendors. o Oversee the creation and issuance of RFPs, manage vendor selection processes, and ensure smooth onboarding and integration.

Technology & AI Integration:

o Lead the identification, testing, and implementation of AI-driven solutions to improve and automate customer service operations. o Collaborate with IT and technology teams to integrate and optimize customer service systems and platforms.

Communication & Collaboration:

o Promote transparent and effective communication within the customer service team and cross-functional departments. o Provide regular updates and reports on customer service performance and strategic initiatives to senior management.

QUALIFICATIONS

Bachelor’s degree in business administration, Marketing, or a related field. A master’s degree is preferred Experience managing outsourced customer service operations across international locations Extensive experience in customer service leadership roles, with a demonstrated ability to lead large global teams and consistently drive customer satisfaction Strong leadership and team management skills, with the ability to motivate and develop a diverse team of customer service professionals, fostering excellence and accountability Demonstrated experience in managing change and navigating rapid growth and scale Excellent communication and interpersonal skills; capable of effectively interacting with customers, employees, and stakeholders at all levels of the organization. Strategic mindset with strong problem-solving capabilities and a focus on continuous improvement and customer experience enhancement Proficiency in customer relationship management (CRM) systems and related customer service technologies Proven experience with the RFP process, vendor selection, and adept negotiation and management of multiple vendors Strong analytical capabilities, expertise in data-driven decision-making, and proficiency with customer service analytics tools. Customer-centric mindset, with a passion for delivering exceptional service and creating a positive customer experience Agility in navigating fast-paced, evolving environments; ability to prioritize competing demands and manage multiple projects concurrently Knowledge of industry best practices and emerging trends in customer service management. Bachelor’s degree required or 10 years of experience in Customer service.

WHY ALLIVET?

At Allivet, we’re more than just a company. We are a strong community of passionate leaders dedicated to improving the lives of pets. Joining us means becoming part of a team where you can collaborate on exciting projects and truly make a difference. We offer a competitive compensation package, a comprehensive benefits package of medical, dental, vision, short-term/long-term disability, life insurance, PTO, and a 401K plan, plus company perks. Allivet is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.