Hiring: Director of Customer Experience Company: KEH Camera Location: Atlanta Metropolitan Area Job Posted Time: 2026-09-12 18:03:34 Employment Type: Full-time Target Skills & Keywords : Chef, Make, Rust, Shell About the job Required Skills: •KEH is hiring a Director of Customer Experience to make it easier for customers to buy, sell, trade and service their gear, and to give them a reason to return. Reporting directly to the CEO, this leader will own the customer experience improvement agenda across our website, contact center, retail store and operational processes. The goal is measurable improvement in customer trust, retention and the quality of each interaction as the business grows. •You will build and lead Project Impact, KEH’s program for bringing customer feedback together, identifying the most consequential problems and getting them fixed. You will work with functional leaders to investigate root causes, establish accountable owners and deadlines, and verify that changes improve the customer’s experience. With the CEO’s backing, you will challenge policies and practices, resolve competing priorities and escalate barriers that prevent progress. •This role combines strategic judgment with direct involvement in the work. You will listen to calls, shop the website and store, follow orders and returns through the business, and work with frontline teams. Success requires the credibility to hold peers accountable and the discipline to turn customer insight into changes that last. •WHAT YOU WILL OWN •The customer journey. •Own the improvement agenda from product discovery and quoting through purchase, payment, delivery, returns, exchanges and repair, with a focus on trust and repeat business. •Project Impact and customer feedback. •Build a consistent way to combine reviews, surveys, social sentiment, contact-center interactions and operating data into a prioritized set of problems to solve. •Service quality and recovery. •Set experience standards with customer-facing leaders and drive consistent, knowledgeable and personal service, including how KEH responds when something goes wrong. •Execution across departments. •Lead improvement initiatives from diagnosis through implementation, with clear owners, deadlines, escalation and verification that the underlying problem is resolved. •Customer outcomes and business value. •Own the customer experience scorecard and demonstrate how improvements affect retention, conversion, service costs and Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!