Regional Director of Customer Experience

Job Title: Regional Director of Customer Experience

Department: Operations / Customer Service

Reports To: Vice President of Operations

FLSA Status: Exempt

Position Summary:

The Regional Director of Customer Experience is responsible for developing and executing customer service strategies across multiple facilities or locations to ensure exceptional resident, patient, and family satisfaction. This role provides leadership, training, and support to front-line teams and works closely with operational leadership to foster a culture of service excellence, responsiveness, and continuous improvement.

Essential Duties and Responsibilities:

• Develop and implement region-wide customer experience initiatives aligned with company standards and strategic goals.
• Oversee and support customer service operations across all assigned facilities to ensure consistency and excellence in service delivery.
• Conduct facility visits to assess service quality, identify improvement opportunities, and implement corrective action plans as needed.
• Monitor customer satisfaction data and performance metrics, including complaints, surveys, and feedback trends.
• Serve as a resource and coach to facility administrators and department heads on customer service best practices.
• Lead and facilitate customer service training and onboarding programs for new and existing staff.
• Partner with the Quality Assurance and Human Resources teams to align customer experience with broader compliance and employee engagement goals.
• Support conflict resolution by assisting in the investigation and resolution of customer complaints.
• Promote a culture of hospitality, empathy, and accountability at all levels.
  
  
  

Qualifications:

• Education: Bachelor’s degree in Healthcare Administration, Hospitality, Business, or a related field required; Master’s degree preferred.
• Experience: Minimum of 5 years in customer experience, hospitality, or service leadership roles, preferably in healthcare or long-term care environments. Multi-site management experience strongly preferred.
• Skills:
• Strong leadership and communication skills
• Ability to analyze customer feedback and operational data
• Excellent interpersonal, conflict resolution, and team-building abilities
• Proven success in driving customer satisfaction and loyalty initiatives
  
  
  

Working Conditions:

• Frequent regional travel (up to 75%) to facilities.
• Combination of on-site visits and remote administrative work.
• Must be flexible with scheduling and capable of addressing service issues in real-time.
  
  
  

Benefits:

• Medical, Dental, and Vision Insurance
• Company-Paid Life Insurance
• Short-Term and Long-Term Disability Coverage
• 401(k) Retirement Plan with Company Match
• Paid Time Off (PTO) and Paid Holidays
• Continuing Education and Professional Development Reimbursement
• Mileage Reimbursement or Company Vehicle (if applicable)
• DailyPay – Access to Earned Wages Before Payday
• Employee Assistance Program (EAP)
• Career Advancement Opportunities within the Organization