Director, Customer Experience Systems & Insights

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PetDeskPetDesk Customer Experience

United StatesFull-TimeDirector

Salary$144,000 - $164,000 a year

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Job Details

Experience: 5+ years in customer experience, support operations, or a related operations role, with at least 2 years in a leadership capacity
Required Skills: SalesforceHubSpotZendeskData analytics

Demonstrated experience owning a CX tool stack end-to-end, including optimization, adoption, reporting, and vendor management.
5+ years in customer experience, support operations, or a related operations role.
At least 2 years in a leadership capacity.
Experience building reporting and analytics infrastructure used by executive leadership.
Passion for building scalable spreadsheets, forecasting models, and capacity plans.
Experience managing a team, including at least one direct analyst or coordinator-level report.
Track record of process improvements with measurable impact on efficiency or cost.
Demonstrated experience utilizing AI for building and/or optimizing processes.
Proficiency in Salesforce, Hubspot, Churnzero, Gainsight, Zendesk, and Gong.
Proficiency in project management software such as Klient or Wrike.
Industry credentials such as CCXP (Certified Customer Experience Professional) are highly valued.

Build a clear, visible, and effective system for intake, prioritization, and sequencing, with proactive reporting on delivery dates.
Translate stakeholder needs into tool assessment, selection, implementation, and ongoing optimization.
Drive adoption and optimization of the CX tech stack to align with critical workflows.
Build executive-ready dashboards and reporting that uncover trends, measure performance, and turn data into actionable business insights.
Lead engaging meetings and enablement sessions that align stakeholders, drive adoption, and empower internal teams to succeed.

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