Customer Experience Operations Lead

Job Purpose: The Customer Experience Operations Lead will serve as the central owner of the end-to-end customer experience across all Securus products and services. This is a highly visible role, both internally and externally, responsible for ensuring customer satisfaction, retention, and service excellence across high-profile and at-risk accounts. 
 
This position acts as the connective tissue across departments, identifying gaps in service delivery, driving alignment, and leading coordinated remediation efforts. The role requires strong operational awareness, executive presence, and the ability to lead without authority to ensure issues are resolved completely, not just addressed at a surface level. 
 
The Customer Experience Operations Lead will proactively engage where risks exist, holistically, and translate customer feedback, operational data, and service trends into actionable improvements across the organization. 

Essential Duties: 

• Own the full customer experience across all products, services, and touchpoints 

• Ensure continuity and accountability from issue identification through full resolution 

• Act as the single point of ownership for high-impact customer concerns and escalations 

• Lead coordination across Technical Support, Product, Engineering, Field Services, NOC, and Operations to resolve issues 

• Ensure no issue stalls, is deprioritized, or lost during handoffs between teams   

• Drive clear ownership, timelines, and accountability across all involved teams 

• Escalate risks proactively and ensure leadership visibility when needed 

• Customer Experience Gap Identification & Remediation 

• Identify breakdowns in service delivery, communication, or process across departments 

• Conduct end-to-end journey mapping to uncover root causes of dissatisfaction   

• Develop and execute remediation plans with clear actions, owners, and timelines 

• Track and validate that corrective actions result in measurable improvements 

• Lead engagement with high-value, high-risk, or strategically important customers 

• Support contract renewals by improving customer confidence and service outcomes 

• Participate in customer meetings, business reviews, and on-site engagements as needed 

• Monitor customer health through ticket data, SLA performance, trends, and feedback 

• Track escalations, resolution timelines, and recurring issues to identify systemic gaps 

• Build and maintain a customer experience risk register and prioritize interventions   

• Provide executive-level reporting with clear insights and recommended actions 

• Serve as the voice of the customer within internal leadership discussions 

• Translate customer feedback into actionable improvements across product and operations 

• Facilitate cross-functional discussions to address recurring issues and improve processes 

• Drive a culture of accountability, urgency, and customer-first thinking 

• Perform other related duties as assigned or required. 

Knowledge, Skills, and Abilities:  

• Strong ability to lead cross-functional initiatives without direct authority 

• Excellent communication skills with the ability to engage frontline teams through executives 

• Proven ability to manage high-pressure, high-visibility situations with professionalism 

• Strong analytical and problem-solving skills with a data-driven mindset 

• Ability to translate complex operational issues into clear action plans 

• Skilled in escalation management, service delivery, and customer experience improvement 

• Strong organizational skills with the ability to manage multiple priorities simultaneously 

• Executive presence and ability to influence decision-making 

• Deep understanding of service operations, SLAs, and customer expectations 

• Ability to build alignment across diverse teams with competing priorities 

Minimum Qualifications:  

• High school diploma or GED 

• 5+ years of experience in Customer Success, Operations, Technical Support, or Service Delivery 

• Demonstrated experience managing escalations and driving cross-functional resolution 

• Experience working in complex, multi-department environments 

• Strong experience with CRM, ticketing systems, and reporting tools (e.g., Salesforce, Excel) 

• Proven ability to analyze data and drive actionable insights 

Preferred Qualifications:  

• Bachelor’s degree in Business, Information Technology, or related field 

• Experience with SalesForces and/or Oracle or other incident/ticket management platforms 

• Knowledge of SLA and contract-based service delivery models 

• Prior experience in correctional technology or highly regulated industries 

Physical Requirements: 

• While performing the duties of this job, the employee is regularly required to: stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and a variety of office equipment. 

• Occasionally, this position may need to reach, stoop, or kneel. 

Salary and Benefits: 

At Aventiv, our salary and benefits are designed to fit you as a whole person. We offer a salary range based on experience and qualifications to ensure your unique contributions are met with our most competitive offer. 

• $73,120.67 - $83,357.57 per year 
• Health Insurance 
• 401(k) 
• Disability 
• Life Insurance 
• Paid Time Off 
• Voluntary Benefits

Aventiv Privacy Policy: 

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Equal Employment Policy:  

Aventiv is proud to be an equal opportunity employer. All decisions regarding recruiting, hiring, promotion, assignment, training, termination and other terms and conditions of employment will be made without regard to race, color, national origin, biological sex, sexual orientation, gender identity, gender expression, gender presentation, religion, age, pregnancy, disability, work-related injury, veteran status, genetic information, marital status or any other factor that the law protects from employment discrimination. We do not discriminate based on genetic information in accordance with the Genetic Information Nondiscrimination Act.