Director, Customer Experience
New
Based in the United StatesFull-TimeDirector
Salary$126,000 to $171,000
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Job Details
- Experience
- 8+ years of experience in customer experience, customer support, or customer operations roles; 5+ years of experience leading and developing teams
- Required Skills
- Cross-functional collaborationData analytics
Requirements
- 8+ years of experience in customer experience, customer support, or customer operations roles.
- 5+ years of experience leading and developing teams in fast-paced, high-growth environments.
- Bachelor’s degree or equivalent professional experience.
- Proven experience building scalable customer support operations that combine human expertise with automation and AI-enabled workflows.
- Experience integrating customer support data with business systems, analytics platforms, and reporting tools.
- Strong knowledge of CX technology ecosystems, including leading major platform implementations or migrations.
- Demonstrated ability to partner with Product and Engineering teams to influence product improvements and roadmap decisions.
- Strong analytical skills with the ability to interpret customer data, identify trends, and develop actionable insights.
- Exceptional communication and relationship-building abilities with experience influencing senior stakeholders.
- Ability to operate effectively in ambiguous, rapidly changing environments.
Responsibilities
- Lead and evolve the Customer Experience organization, including support operations, systems, customer insights, and self-service initiatives.
- Develop and execute a comprehensive CX strategy aligned with business priorities, customer needs, and long-term growth objectives.
- Manage support delivery operations, including staffing models, queue management, performance metrics, and operational readiness.
- Build, mentor, and develop CX leaders and team members while fostering a culture of accountability, collaboration, and continuous improvement.
- Drive AI-enabled innovation by implementing automation, intelligent workflows, and modern CX technologies.
- Evaluate, implement, and optimize CX platforms and tools, including leading system migrations.
- Establish strong partnerships with Product Management and Engineering teams to transform customer feedback into actionable product insights.
- Develop reporting frameworks, dashboards, and performance metrics to provide visibility into customer health.
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