Customer Experience Leader

Who is CADY? 

CADY exists to inspire and unleash human potential. Started in 1999, we have become the fastest growing photography company in the U.S., with an average 20% growth each year. Through photography, classroom solutions, school branding, and more, we deliver an experience unlike anything in our industry. We are an innovative company competing to outdo ourselves, year after year. As the nation’s premier school photography company, we engage with students, schools, and our team members to make them feel accepted and empowered. CADY’s mission is to go beyond a portrait and to provide a premier experience for the extraordinary—because each of our guests, school partners, and team members are utterly extraordinary.

Who are you? 

You are a high-energy, systems-oriented leader who thrives in the intersection of people and process. You have a true passion for creating memorable experiences and possess the operational discipline to ensure those experiences are delivered consistently at scale. You are a "Field General" who enjoys being on the floor, coaching in the moment, and driving immediate results. You see the story behind the data and are excited by the opportunity to lead a team through growth and technological evolution.

Job Summary 

We are seeking an ambitious, execution-driven Customer Experience Leader to lead the day-to-day performance of our Customer Experience center. You are a "Field General" who thrives on being on the contact center floor, coaching in the moment, and driving immediate daily results from your team.

While long-term departmental strategy, budgeting, and high-level vendor forecasting are handled at the Director level, you will be the "boots on the ground" leader responsible for maintaining high standards, enforcing established policies, and ensuring our guests receive a premier experience every day.

Responsibilities

• Team Leadership & Mentorship: Lead, mentor, and provide day-to-day guidance to a team of Customer Experience Representatives to ensure the delivery of exceptional customer service.
• Daily Center Execution: Oversee the daily operations of the CX center, keeping the team motivated and ensuring frontline staff meet performance targets and service level agreements (SLAs).
• Policy Enforcement: Act as the primary enforcer of department guidelines, workflows, and communication policies as established by CX leadership.
• Performance Tracking & Insights: Monitor team performance using key performance metrics (KPIs). Track daily trends, identify workflow inefficiencies, and recommend operational improvements to the Director.
• Talent Management: Take ownership of the department's frontline staffing needs, including interviewing, hiring, onboarding, performance coaching, and handling terminations.
• Cross-Department Collaboration: Proactively partner and communicate with other internal departments to streamline workflows and improve overall company communication.

Job Requirements

• Must be at least 18 years of age.
• High School diploma or equivalent required (Associate’s or Bachelor’s degree is a plus, but not required).
• Must pass a satisfactory background check.
• 3–5 years of customer service or support center experience required.
• At least 1–2 years of experience in a leadership, supervisory, or team lead role required.
• Proven experience managing, developing, and coaching a team to achieve high performance in a fast-paced environment.
• Strong focus on operational execution, team accountability, and metric-driven results.
• Ability to identify inefficiencies and recommend operational improvements.
• Excellent written and verbal communication skills for providing clear updates, coaching, and instructions.
• Familiarity with tracking KPIs and using data insights to improve frontline service.
• Willing to work a flexible or fluctuating schedule during peak business seasons based on company needs.

Physical Requirements and Work Environment

• Ability to sit and work at a computer for extended periods of time.
• Ability to use a computer, keyboard, mouse, and other standard office equipment regularly.
• Ability to occasionally stand, walk, bend, or reach within an office environment.
• Ability to lift and move items up to 15 lbs.
• Comfortable working in a standard indoor office setting with moderate noise levels.
• Ability to communicate effectively in person, via phone, and through virtual meeting platforms.