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The Vice President of Customer Experience will be responsible for partnering with the management team to grow, develop, and implement a consistent customer-centric culture across the entire enterprise. Provide leadership, operational and managerial expertise to amplify the customer experience throughout the customer facing groups. Perform all duties in accordance with the company’s policies and procedures, all US state and federal laws and regulations, wherein the company operates. The target pay range for this position is $110,000.00 -$130,000.00 Annually + Annual Bonus.

What you'll do:

• Serve as a cross-functional change agent throughout the organization to champion a customer-centric culture and mindset.

• Champion organization brand awareness both internal to the organization and externally to the customers and future partners.

• Ensure alignment and synchronization of customer focused marketing materials, policies and practices across the enterprise.

• Promote and improve the customer experience, track customer satisfaction and process improvement, policies and procedures, and automated customer solutions as needed, demonstrating progress with metrics such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT) to demonstrate effective drivers in customer happiness, loyalty and retention.

• Define and monitor monthly, quarterly, and annual performance goals to ensure CX initiatives achieve established productivity and are effective in meeting the goals of the organization with adherence to all company policies, procedures and regulatory requirements.

• Develop strategies and products and execute programs that foster exceptional, long-lasting relationships with customers to boost engagement, advocacy and expansion throughout the multiple lines of business within the organization.

• Work with the executive board to create and implement Customer Experience strategies in line with the organization’s goal to achieve a competitive advantage.

• Unify customer data to create a comprehensive view of customer personas that is accessible to all team members.

• Ensure that all customer facing departments, not limited to customer support, homeownership concierge, marketing and additional shared services are aligned and unified with the organization’s goals for exceptional, differentiated and consistent customer experience delivery.

• Collaborate with marketing and communications to ensure organizational goals are leveraged through physical and digital communication channels.

• Operationally manage Customer Experience Leads in the Homeownership Concierge department within MLD to maximize proficiency and synchronization while consistently iterating on the Voice of the Customer.

• Identify and manage external vendor relationships that provide tools to improve the customer experience.

• Ensure employees are well-informed and communicated with in order to stay engaged in the Customer Experience initiatives for implementation and follow-through.

• Carry out management responsibilities in accordance with the organization’s policies and applicable laws, including hiring and training employees; planning, assigning and directing work; monitoring performance; rewarding and disciplining employees; addressing complaints; and resolving problems.

• Recommend, design and implement technology, efficiency, and quality improvements which ensure an excellent customer experience.

• Determine customer experience strategy by maintaining contact with customers; conducting operational reviews and surveys; forming focus groups; benchmarking best practices; analyzing information and applications.

• Provide operational leadership and establish controls to reduce variability and improve quality and service standards within the department.

• Oversee activities to ensure department processes are followed, proper implementation of strategies, and cross-collaboration with other divisions are in accordance with business objectives.

• Provide operational and training enhancements and/or individual coaching to resolve identified deficiencies.

• Directly and indirectly manage the allocation of employee resources effectively and provide leadership to staff including counseling, training and development, salary administration, selection and/or approval of selected personnel, and disciplinary action.

• Maintain key relationships with business leaders across the organization to improve efficiencies between departments.

• Maintain awareness of industry developments in order to evaluate and recommend new procedures or changes to existing procedures.

• Ensure that all policies and procedures, and training materials are defined and validated annually.

• Perform other duties as assigned.

What you'll need:

• Bachelor’s degree or equivalent work experience.

• Ten years plus of leadership and operational management experience.

• Five to seven (5-7) years of residential mortgage lending and/or servicing experience preferred.

Our Company:

Carrington Mortgage Holdings is a holding company whose primary businesses include asset management, mortgages, real estate transactions and real estate logistics. Collectively, the businesses are vertically and horizontally integrated, and provide a broad range of real estate services encompassing nearly all aspects of single-family residential real estate transactions in the United States. Guided by a leadership team with a wealth of industry experience and guided by a consistent philosophy, Carrington maintains the necessary infrastructure to ensure stability and maximize value during any market cycle. We hope you’ll consider joining our growing team of uniquely talented professionals as we transform residential real estate. To read more visit: www.carringtonhc.com.

What We Offer:

Comprehensive healthcare plans for you and your family. Plus, a discretionary 401(k) match of 50% of the first 4% of pay contributed.

Access to several fitness, restaurant, retail (and more!) discounts through our employee portal.

Customized training programs to help you advance your career.

Employee referral bonuses so you’ll get paid to help Carrington and Vylla grow.

Educational Reimbursement.

Carrington Charitable Foundation contributes to the community through causes that reflect the interests of Carrington Associates. For more information about Carrington Charitable Foundation, and the organizations and programs, it supports through specific fundraising efforts, please visit: carringtoncf.org.

We are an Equal Opportunity Employer

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Carrington is an equal opportunity employer. It is the policy of the company that applicants be considered for positions for which they qualify without regard to race, color, religion, sex, gender identity, national origin, ancestry, age, marital status, sexual orientation, protected veterans status, physical or mental disability or any other legally protected category. Carrington will make reasonable accommodations for known physical or mental limitations of a qualified applicant or employee with a disability unless the accommodation will impose an undue hardship on the company.