Director, Customer Experience

Director, Customer Service 

Location: Schaumburg (currently hybrid with up to 50% remote) 

At TouchTunes, the world’s largest in-venue interactive music and entertainment platform, we’re all about sparking joy and human connection. That moment in a bar where someone at the next table queues the jukebox to play your favorite song? That’s what we do – our platform plays millions of songs daily – but we’re also so much more!  We just bought the largest soft-tipped darts business in the United States, we’re reinventing our mobile app for launch later this year, and we’re operating nearly 100,000 connected devices across North America and Europe. We’re innovators, strategic thinkers, people making the future possible today – and what a great time to join our team. 

We are seeking a Director, Customer Service, who will lead the way in our industry, managing customer support teams with a clear focus on the voice of the customer.  This leader will ensure customer feedback is not only heard but actively influences our strategy, driving continuous improvement in the customer experience and our product offerings.  

A key responsibility of this role is building strong partnerships with Marketing and Product Management teams to align customer insights with product development and marketing strategies, ensuring that our products evolve to meet consumer needs. This leader will provide direction, mentorship, and best practices to build customer-centric teams that prioritize the customer’s perspective at every touchpoint. 

Key Responsibilities: 

• Create multi-year strategic roadmaps for technical and mobile customer support teams that deliver a consistent, world-class client experience, while keeping in sight cost reductions and revenue growth.
• Ensure that the customer support teams are aligned to the company’s strategies, as related to products, services, and long-term growth objectives.
• Build, lead, and develop highly motivated, high-performing, customer-focused teams.  
• Drive a positive and collaborative mindset with our external support groups and ensure the application of customer experience excellence as per TouchTunes standards.
• Work with service teams to identify trends in customer issues and partner with internal cross-functional teams to drive change and improvements.   
• Lead and continuously improve the Voice of the Customer (VoC) program to ensure actionable insights are gathered and applied across the organization.
• Consistently identify opportunities to improve operational quality & efficiency, including processes, tooling, metrics, and workflows. 
• Develop and empower client service managers and team leads.
• Develop measurement platform that can be used by all levels of the organization to determine the health of our customer satisfaction and product quality.
• May need to manage third party call centers as necessary for future growth potential. 

Qualifications: 

• Established track record of progressive growth in customer service management positions. 
• 7+ years spent in a Leadership/Executive role within the customer experience/service arena
• Multi department/discipline management experience (Customer Service, Sales, Technical Support, Backoffice, Operations or other related departments)
• Strong leadership, team building and mentoring experience, with the ability to adapt to a team with diverse backgrounds and personalities.  
• Experience with building a partner ecosystem that creates mutual wins for the company and external partners.
• Top-notch communication skills that allow you to act as a partner, leader and influencer. 
• The ability to put together & communicate the metrics that will drive department strategy and execution.
• Sharp strategic mind, self-starter who is data-driven, makes sound decisions and champions a best-in-class customer service experience. 
• Strong technical aptitude and understanding of what makes Customer Service teams successful.
• The ability to provide professional communication using various electronic platforms to be used at executive and board level informative sessions.
• Advanced level knowledge and experience with Sales Force, Oracle and 3rd party CMS. 

What is in it for you:

• Challenging, wide-ranging work in a high-growth area that has a direct impact on the company’s success
• A fun, exciting environment that’s all about creating human connection through music and other entertainment experiences
• A culture of pioneers who are changing the face of the amusements industry
• Very competitive insurance benefit packages
• Competitive 401K package with company match
• Current work schedule requires 50% time onsite, including Tuesdays, Wendesdays, and every other Thursday 

Work Requirements: 

• In an effort to protect our fellow employees, their families and our customers, TouchTunes requires all employees working onsite to receive the COVID-19 vaccination with exemptions only for limited reasons required by law.
• Must be authorized to work in the United States 

TouchTunes is an Equal Employment Opportunity / Affirmative Action employer. TouchTunes provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.