Director Customer Experience Jobs

Job description

Ramble is looking for an experienced Director of Customer Experience to oversee the day-to-day operations and customer service for our campgrounds. You will be based out of our Golden, CO office but will spend substantial time traveling to our campgrounds (all currently in Colorado) during the spring, summer and fall months. This role will be responsible for designing and implementing solid processes to manage smooth operations for housekeeping, groundskeeping and maintenance providers, along with managing customer service inquiries and requests made by campers who are staying on our campgrounds or booking future trips.

Our first location opened close to Great Sand Dunes National Park in Mosca, CO in May, and is an exceptional location with stunning views and amazing amenities for campers. You will spend a lot of hands-on time helping to get this location up and running and helping to manage it for the remainder of the summer of 2023, after which we will shift toward how we prepare to manage the launch and operations of additional campgrounds for 2024 in Colorado and beyond.

The ideal candidate will be highly organized and able to run efficient processes that will optimize campground operations and reduce operational costs. The goal of this position is to ensure that all Ramble campgrounds deliver an exceptional, problem free and safe experience for all of our customers. This position will work closely with the Chief of Staff and report to the CEO.

Responsibilities:

• Develop and manage an inspection process to ensure campsites are up to Ramble standards throughout the season.
• Create security procedures to ensure campground equipment is secure and up to date
• Manage daily housekeeping/groundskeeping staff; in addition to attracting/retaining staff when needed, this includes posting ads on craigslists for example.
• Manage and field customer services requests through Zendesk and other channels in a timely manner.
• This position requires frequent driving from Golden, CO to our locations in Colorado (initially by Great Sand Dunes National Park) utilizing a company vehicle and/or rental vehicles.
• Manage daily housekeeping/groundskeeping staff schedule for the campground.
• Field customer requests at the campsite as needed to continue a high level of customer service.
• Develop activation and deactivation/winterization campground processes.

Requirements:

• Comfortable using hand tools and fixing things that don’t require professionals to address.
• Ability to communicate clearly in both written and verbal forms
• You have experience with emergency response planning.
• You have experience with Zendesk or similar customer service ticketing system.
• Orientation toward predicting and addressing issues proactively.
• You have at least 5 years of experience managing multiple facilities simultaneously.
• You’re great at building rapport and trust with people, whether they are customers or service providers.
• You must be willing to travel to Ramble campgrounds and spend a lot of time camping at them / on the road, particularly in the summer.
• You have experience working on construction and/or contractor-driven projects.
• You are very organized and have proven your ability to manage multiple projects simultaneously and do so on time and at or under budget.
• You are an outdoor enthusiast who loves camping and being on the road.
• You are level-headed and focused in stressful situations when critical functions are broken and/or need immediate attention.