Hiring: Director of Customer Experience Company: Morris Furniture Company, Inc. Location: Fairborn, OH Job Posted Time: 2026-09-10 12:45:55 Target Skills & Keywords : Quality Assurance About the job Experience: •At Morris Furniture Company, our values represent our distinctive core beliefs-the Morris way of doing business. Our Mission is “Making Homes Great” and we bring our mission to life through our values of: Professionalism, Quality, Ownership, Collaboration, Integrity and Fun. •Responsible for providing strategic leadership, operational oversight, and continuous improvement across Customer Experience and Delivery Operations. This role drives an exceptional end-to-end customer experience by leading the Customer Care Call Center and the Delivery Processing Team. •The Director unites people, processes, and technology to elevate service, sharpen operational efficiency, and build loyalty with stores and customers alike — collaborating across the business to solve problems, improve workflows, and accelerate growth. •Understand the full customer experience and impact other departments have on success. Keep updated and organized documents regarding customer journeys and communication. •Oversee all Customer Care and Delivery Processing contact channels including calls, emails, chats, text messaging, and escalation management. Required Skills: •This job description is not intended to be all-inclusive. Employees may perform other related duties to meet the ongoing needs of the organization. •Provide leadership and direction to Customer Care and Delivery Operations leaders and associates. •Establish departmental goals, KPIs, and performance standards aligned with company objectives. •Develop and execute short- and long-term strategies to enhance customer experience, service quality, and operational efficiency. •Serve as a key member of the operational leadership team, contributing to enterprise-wide initiatives and decision-making. •Foster a culture of accountability, collaboration, critical and creative thinking, and continuous improvement. Qualifications: •Proven leadership experience in customer care, delivery operations, or a related operational environment. •Strong analytical, problem-solving, and decision-making skills. •Exceptional communication skills with the ability to influence at all levels of the organization. •Demonstrated capacity to manage multiple priorities in a fast-paced, high-volume environment. •Demonstrated success driving operational improvement and customer satisfaction. •Bachelor’s Degree in Business, Management, or related field preferred, or equivalent combination of education and experience •5+ years of experience in customer service, call center, delivery operations, or related operational leadership roles •5+ years of people management experience, including managers and supervisors 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!