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Wilbur Labs · 2 weeks ago

Head of Customer Experience and Operations

Dallas, TX

Full-time

Hybrid

Director/Executive

8+ years exp

Wilbur Labs is the startup studio behind VacationRenter, a rapidly growing vacation rental search engine. The Head of Customer Experience and Operations will focus on enhancing service quality and operational efficiency across customer interactions, leading a unified support and sales operation.

IncubatorsInternetMobile

Growth Opportunities

Responsibilities

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

Qualification

Customer careSales operationsCX leadershipMulti-channel supportFraud mitigationAI technologiesAnalytical mindsetPublic complaint handlingVendor managementReputation management