<p>Description</p> <p>Director of Customer Experience & Marketing</p> <p>Location: Greater St. Louis</p> <p>Salary: $89,000 - $94,000</p> <p>Reports to: CEO</p> <p>Direct Reports: Call Center Manager, Marketing Manager</p> <p>Description</p> <p>About the Role</p> <p>This in-person role leads both our national customer service operation and marketing function to create a consistent, high-quality experience across all touchpoints. The Director plays a pivotal role in customer retention, satisfaction, internet subscription sales, total subscriber growth, and national visibility for our mission. This position will guide a 15-person team (13 in our national call center, 2 in marketing) to ensure professional, mission-aligned service while building a national brand that drives awareness, subscriber growth, and visibility for digital equity.</p> <p>The ideal candidate is a proven people leader with deep expertise in either customer service operations or marketing/communications and the ability to work effectively across both. The director will manage the systems, staff, and strategies behind PCs for People's voice, visibility, and customer satisfaction.</p> <p>Key Responsibilities</p> <p>Customer Experience & Call Center Oversight</p> <ul> <li>Lead and support the national call center team to deliver exceptional, empathetic, and consistent customer service </li><li>Set goals and oversee daily execution of phone, ticket, email, and chat support operations </li><li>Own the implementation, maintenance, and optimization of call center platforms (Freshdesk, Freshcaller, Google Contact Center AI platform (CCAI) or equivalent platforms) </li><li>Leverage AI and automation tools, such as chatbots, auto-responses, and smart routing to streamline call center workflows, reduce response times, and improve agent efficiency </li><li>Analyze customer data to reduce churn, improve support processes, and enhance satisfaction across channels </li><li>Respond to high-level escalations and lead continuous quality improvement initiatives </li><li>Ensure customer support KPIs are aligned to business goals and tracked regularly </li></ul> <p>Marketing & Communications Strategy</p> <ul> <li>Provide strategic direction to the Marketing Manager and support all core areas: digital, brand, events, and community marketing </li><li>Oversee marketing platforms (Google Ads, Analytics, SEO tools, WordPress, Canva, Adobe Suite, etc.) </li><li>Own performance outcomes for eCommerce internet sales and total active internet subscribers, using marketing and customer lifecycle strategies to drive growth and retention </li><li>Plan and execute cross-channel campaigns that increase subscriber count, improve conversion, and strengthen engagement </li><li>Align marketing with PCs for People's mission and business lines: eCommerce, internet, WISP internet, ITAD, and digital literacy </li><li>Oversee creation and review of marketing content, public relations, and digital assets </li><li>Manage website updates, performance, and content strategy in collaboration with the marketing team </li><li>Serve as spokesperson when needed and represent the organization at public events and conferences </li></ul> <p>Team Leadership & Cross-Functional Collaboration</p> <ul> <li>Promote a culture of empathy, accountability, and performance across both teams </li><li>Provide coaching, development, and clear direction to direct reports and team members </li><li>Collaborate with leadership in operations, development, and IT to align customer experience and marketing goals </li><li>Coordinate campaign needs with national and regional program staff, including local promotions </li><li>Ensure the availability of branded materials, signage, and packaging that reflect our professional standards </li></ul> <p>Requirements</p> <p>Required Qualifications</p> <ul> <li>Bachelor's degree in marketing, communications, business, or related field </li><li>5+ years of experience in a customer experience, call center, marketing, or communications leadership role </li><li>2+ years of experience supervising teams or managing cross-functional staff </li><li>Experience with call center platforms and tools (e.g., Freshdesk, Zendesk, VoIP systems) </li><li>Experience with marketing and analytics platforms (Google Ads, Analytics, SEO, Canva, Adobe Creative Suite, etc.) </li><li>Excellent communication skills, written, verbal, and visual, with ability to speak publicly and represent the brand </li><li>Strong project management and organizational skills </li><li>High emotional intelligence with the ability to motivate teams and resolve challenges collaboratively </li></ul> <p>Work Environment</p> <p>This position is based in-office in the Greater St. Louis metro and requires daily on-site presence to lead and support the call center team. National travel 1-2 times per quarter may be required for events or cross-market collaboration.</p> <p>PCs for People offers competitive nonprofit benefits including 100% employer-paid healthcare.</p>