Vice President, Customer Experience

Vice President, Customer Experience
Kellermeyer Bergensons Services (KBS) is the largest privately held provider of facility services in North America, servicing over 2 billion square feet of space daily. We help industry leaders across a wide range of key verticals—including industrial and logistics, financial services, technology, retail, healthcare, manufacturing, and more—to maintain clean, efficient and welcoming spaces that support their operations. As we continue to grow, we’re looking for team members who are dedicated, reliable, and ready to contribute to a culture built on respect, opportunity, and pride in service.

Position Summary
The Vice President of Customer Experience is responsible for leading the strategy and day-to-day operations of the Customer Experience Department to meet customer satisfaction amid rapid business growth. The role focuses on driving the department's efficiency, ensuring optimal performance, and maintaining excellent customer satisfaction levels. Key responsibilities include streamlining operational processes to support large-scale growth, workforce planning to meet service levels, and managing customer experience teams. The position also oversees the integration of acquired businesses and works with senior management to address service-related issues and continuous improvement.

Essential Duties And Responsibilities

Provide strategic direction and operational leadership to customer experience and regional support teams

Establish a robust workforce planning capability to guide staffing decisions for the customer experience department

Collaborate with Field Operations and SAM to meet or exceed customer service requirements and improve customer satisfaction

Drive ongoing initiatives to review and streamline processes that support the business growth and service volume

Manage the integration of acquired businesses into the customer experience operations

Collaborate with the IT team to assess and implement service improvements via technology or process optimization that support sustained growth and operational efficiency

Lead capacity planning, forecasting, scheduling, and real-time management to ensure resources align with demand

Implement and manage a Business Continuity Plan to ensure minimal impact during disruptions

Establish metrics and develop dashboards to provide useful business insights for leadership

Provide senior management with recommendations on short- and long-term strategies to optimize service levels

Develop internal managers and supervisors to scale operations and support employee development

Lead change management efforts, ensuring teams are engaged and prepared to adapt to new processes and initiatives

Provide on-demand project support and coordination as required by senior leadership

Knowledge, Skills & Competencies

Knowledge:

Experience in service delivery operations, particularly within industries like janitorial, building maintenance, or groundskeeping services

Strong understanding of customer service and data management technologies such as Salesforce and NetSuite

Proficiency in workforce planning and multisite management

Expertise in identifying and implementing process improvements

Project management experience

Skills:

Leadership with a focus on consensus-building, negotiation, and cooperative problem-solving

Strong organizational, planning, project management, and analytical skills

Ability to scale operations effectively to meet growing business demands

Competencies:

Passion for improving processes and creating operational efficiencies

Strategic thinker with the ability to make proactive decisions

Independent, business-oriented, self-starter

Strong communicator and change leader

Educational Qualifications/Job Experience Requirements

Education: Bachelor’s Degree required; Advanced degree preferred

Experience: 10+ years of experience in customer experience or customer service management within a comparable service industry

Working Conditions/Physical Requirements

Schedule: Regular work week, with potential holidays and weekends as needed

Physical Requirements:

Ability to sit, use hands, talk, and hear regularly

Ability to stand, walk, stoop, kneel, crouch, or crawl occasionally

Regular lifting of up to 10 pounds and occasional lifting of up to 25 pounds

Specific vision abilities, including close, distance, color vision, and depth perception

Environment: Typical office setting with standard office equipment noise and moderate temperature fluctuations

Travel: Up to 25% to other locations may be required

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