Director, Customer Experience
New
USAFull-TimeDirector
Salary150,000 - 180,000 USD per year
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Job Details
- Experience
- 8-12+ years in customer support and 5-7+ years of people leadership
- Required Skills
- SQLData AnalysisChange Management
Requirements
- 8-12+ years in customer support.
- 5-7+ years of people leadership.
- Experience scaling operations and driving organizational transformation.
- Demonstrated ability to develop managers of managers.
- Experience in organizational redesign and performance improvement.
- Ability to thrive in a scaling, fast-paced, ambiguous environment.
- Intermediate SQL query proficiency.
- Strong interpersonal communication and cultural humility.
Responsibilities
- Define, own, and drive strong CX team performance and quality standards.
- Design, build, and execute organizational strategy for efficiency and business outcomes.
- Define talent management strategy, competency frameworks, and career paths.
- Partner with Workforce Management on staffing models and capacity planning.
- Influence cross-functional stakeholders using data-driven customer insights.
- Lead customer retention and engagement strategies to drive LTV and reduce churn.
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