Head of Customer Experience – Operations
Wilbur Labs
full-time
Posted on:
Location Type: Hybrid
Location: Dallas • Texas • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Build and operate a unified customer care system across all channels
- Implement routing rules that prioritize by topic, value, and urgency with consistent SLAs
- Define and document clear agent policies for all customer interactions that reduce ambiguity for agents and provide for a top-tier customer experience
- Define and manage escalation paths for supplier disputes, complex cases, fraud risk, and potential regulatory issues
- Own and drive improvements in critical operational metrics, with a strong focus on process efficiency and customer satisfaction
- Develop playbooks and scripts for inbound sales and assisted conversion, including chat and phone
- Integrate AI capabilities for classification, response suggestions, summarization, and automated tagging
- Own presence and strategy across review platforms with strong processes for proactive collection and fast responses
- Monitor social platforms and complaint sites and manage public replies in coordination with legal and communications
- Establish severity levels for reputation issues and ensure appropriate escalation on high-risk cases
- Lead fraud and chargeback workflows, including investigation, documentation, and root cause tracking to mitigate all forms of fraud
- Build dashboards for volume, SLA compliance, agent performance, refund trends, disputes, and complaint drivers
- Identify recurring issues and partner with product and supply to eliminate root causes
- Set quarterly operational targets and track progress against efficiency, cost per contact, conversion lift, and trust metrics
Requirements
- Bachelor’s degree (B.S. or B.A.) from an accredited college or university or equivalent career experience
- 8+ years in customer care, sales operations, CX leadership, or a comparable role
- Experience building or restructuring multi-channel customer support operations with phone and chat
- Proven ability to lead vendor-delivered teams, including BPOs, with measurable performance outcomes
- Strong understanding of policies, quality frameworks, and coaching programs
- Experience managing reputation risk and public complaint handling across multiple platforms
- Familiarity with fraud mitigation, chargeback processes, and financial risk controls
- Hands-on experience and familiarity with the newer technologies (e.g., AI chat, advanced ticketing systems)
- Analytical mindset with comfort using data to guide decisions.
Benefits
- Competitive salary + equity
- Top-tier laptop provided
- 100% company-paid health benefits for base plan coverage, with the option to upgrade to higher-tier plans
- 401(k) with company match
- Unlimited, guilt-free vacation days
- Annual wellness stipend (gym + other wellness activities)
- Monthly house cleaning stipend
- Annual travel allowance
- Monthly cell phone & internet usage stipend
- Charity donation company match
- Employee referral bonus
- Team offsites/activities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer care systemrouting rulesprocess efficiencyAI capabilitiesdashboardsfraud mitigationchargeback processesdata analysisperformance outcomesmulti-channel support
Soft skills
leadershipcommunicationproblem-solvinganalytical mindsetcustomer satisfactionpolicy definitionteam managementstrategic thinkingcollaborationescalation management
Certifications
Bachelor’s degreeCX leadership certificationcustomer service certificationproject management certificationdata analysis certificationfraud prevention certificationquality assurance certificationrisk management certificationoperations management certificationbusiness analysis certification