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Director of Customer Experience

Company: Chula Vista Elite Athlete Training Center
Location: Chula Vista
Posted on: September 16, 2023

Job Description:

The Chula Vista Elite Athlete Training Center is looking for a dedicated, dynamic, resourceful, and innovative professional to lead the customer experience at the CVEATC. The Director of Customer Experience will direct and oversee the organizational customer delivery and service operations.

The successful candidate:

-Does not need to be a sports expert but must have interest in the field,
-Nonprofit and sales exposure,
-Hospitality and/or sports facilities management is beneficial (such as part of hotel/resort or university athletic department, and
-Ready to get up to speed very quickly.

Some Essential Duties

Supervisory Responsibilities

-Recruits, interviews, hires, and trains departmental supervisory staff.
-Develops and implements training and quality assurance programs.
-Oversees the daily workflow of the department.
-Maintains the schedule for 24-hour Customer Experience staff.
-Manages the vendor partners of Aramark for the dining hall and Vortex for housekeeping.
-Provides constructive and timely performance evaluations.
Management Responsibilities

-Build a strong and connected Customer Experience team with the main purpose of delivering an amazing customer experience, which in turn supports client retention and a positive reputation within the sports community.
-Engage our customers to welcome them, interact with them with a goal to receive insights and feedback on organizational strengths, opportunities & areas for improvement and provide solutions / resolve any conflicts.
-Lead the Customer Experience process workflow, identifying all the athlete touchpoints and ideas for enhancing information sharing and overall experience prior to, during and after their on-site program.
-Develop a dashboard / KPI metrics for the department to manage and support delivery excellent customer experience.
-Implement a continuous improvement mindset that includes establishing service levels, requirements and standards.

Keywords: Chula Vista Elite Athlete Training Center, Chula Vista , Director of Customer Experience, Executive , Chula Vista, California

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