Director, Customer Experience

Bachelor's degree in a relevant field; advanced degree preferred 7+ years of progressive experience in customer experience, customer support, or service operations leadership Proven success building and managing customer-facing teams within fast-paced, high-growth environments Strong operational and technical proficiency, with expertise in CX systems, support platforms, CRMs, and workflow optimization tools Demonstrated ability to use data and analytics to drive decisions, improve processes, and measure customer sentiment Exceptional communication and stakeholder management skills Experience designing scalable support strategies, self-service systems, and customer journey frameworks Highly organized, autonomous, and comfortable leading initiatives with significant visibility and impact Experience as a music creator, preferably as a producer or composer

Define and lead end-to-end customer experience strategy Own the CX and Support roadmap Build, mentor, and scale a high-performing customer experience organization Lead new and strategic CX initiatives Partner closely with Product, Engineering, Marketing, and Analytics teams Develop and optimize processes, tools, and service workflows Lead Voice of Customer programs Use data-driven analysis to inform improvements