Director, Customer Experience Operations Strategy
New
US-based employeesFull-TimeDirector
Salary140000 - 175000 USD per year
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Job Details
- Experience
- 10+ years
Requirements
- 10+ years of experience leading Customer Experience or Customer Support operations in a high-growth, regulated environment
- Bachelor's degree or equivalent experience
- Proven ownership of CSAT, quality, workforce planning, training, and large-scale CX operations
- Experience working with a BPO to manage CX operations
- Demonstrated success improving customer satisfaction through operational excellence, proactive servicing, and AI adoption
- Strong ability to translate customer feedback into measurable experience improvements
- Experience partnering cross-functionally with technology, fraud, risk, and product teams
- Strong people leadership and change management experience
- Experience with Kustomer (nice to have)
Responsibilities
- Define and deliver on an efficient, scalable operation that provides a high quality customer experience across all servicing channels
- Lead our Customer Experience Operations function, designing and executing our customer operations strategy ensuring we are set up for efficient and scalable operations
- Own the end-to-end performance of customer support operations across all channels, accountable for service levels, quality, cost, and customer outcomes
- Lead the evolution toward modern, AI-enabled servicing models that meet changing customer expectations and business needs
- Own workforce planning and capacity strategy through the WFM function, ensuring staffing models support CSAT, experience quality, and operational efficiency
- Own CSAT as a primary CX outcome, setting strategy, targets, and accountability across the organization
- Provide direction for the Voice of the Customer strategy, ensuring customer insights are consistently surfaced, synthesized, and acted upon across the organization
- Ensure customer interactions and operational processes meet regulatory and compliance standards without compromising customer experience
- Lead and develop CX leaders across Workforce Management, Training, Operations, Quality, and Insights
- Represent the voice of the customer and CX performance in leadership forums, advocating for improvements that drive long-term value
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