Director of Client Success Digital Strategy
New
United StatesFull-TimeDirector
Salary149,500 - 172,000 USD per year
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Job Details
- Experience
- 10+ years of experience in digital strategy, customer experience, operations, or technology-enabled transformation roles.
- Required Skills
- LeadershipArtificial IntelligenceData AnalysisCRM
Requirements
- Bachelor’s degree in business, marketing, communications, or a related field preferred.
- 10+ years of experience in digital strategy, customer experience, operations, or technology-enabled transformation roles.
- 8+ years of experience launching and implementing digital platforms and solutions.
- 5+ years of experience leading contact center digital operations (chat, email, or omnichannel environments).
- 4+ years of experience managing teams with direct reports in a leadership capacity.
- Proven track record of leading digital transformation and customer experience improvement initiatives.
- Strong understanding of digital engagement platforms, including CRM systems, chat, email, social media, and self-service tools.
- Ability to interpret data, define KPIs, and use insights to drive strategic decision-making.
- Strong executive presence with excellent communication, presentation, and influencing skills.
- Highly analytical and adaptable, with the ability to thrive in fast-paced and evolving environments.
- Strong problem-solving mindset with the ability to manage competing priorities effectively.
- Demonstrated ability to inspire teams and drive performance in complex operational settings.
Responsibilities
- Define and drive the enterprise digital strategy for client success, ensuring alignment with customer experience and operational goals.
- Lead digital transformation initiatives across customer service channels, including chat, email, self-service, and emerging platforms.
- Own the digital innovation roadmap and project portfolio, ensuring initiatives deliver measurable ROI and performance improvements.
- Identify, evaluate, and implement new technologies (including AI, CRM, and automation tools) to enhance customer engagement and operational efficiency.
- Translate analog processes into scalable digital workflows in collaboration with cross-functional teams.
- Monitor and improve key performance indicators such as response time, resolution rates, and customer satisfaction metrics.
- Lead, mentor, and develop a team of digital strategy professionals, fostering a culture of innovation and continuous improvement.
- Build strong internal and external partnerships to expand the digital ecosystem and identify strategic opportunities.
- Evaluate third-party vendors and partnerships to strengthen capabilities and support long-term digital transformation goals.
- Serve as an executive-level advocate for digital adoption, influencing stakeholders and embedding a digital-first mindset across the organization.
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