Client Experience Strategy & Operations Director
New
D
DoximCustomer Communications
Remote - Canada; Remote - United StatesFull-TimeDirector
Salary not disclosed
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Job Details
- Experience
- 8–12 years
- Required Skills
- SalesforceChange Management
Requirements
- Bachelor’s degree in Business Administration or a related field.
- 8–12 years of relevant experience in client experience operations, analytics, professional services, or related field.
- Hands-on experience with Salesforce, including dashboards, reporting, and workflow alignment.
- Hands-on experience with Pardot.
- Demonstrated success in developing client health, satisfaction, and churn measurement frameworks.
- Strong experience in operational reporting, workforce analytics, and performance measurement.
- Proven ability to translate complex data into clear, actionable insights for executives.
- Ability to influence and align cross-functional stakeholders.
- Strong problem-solving, critical thinking, and communication skills.
- Ability to travel up to 25% for client meetings, conferences, and events.
Responsibilities
- Develop consistent, compliant client communication standards across Client Service and Client Experience.
- Partner with Sales, Marketing, and CX leadership to align messaging, reporting cadence, and QBRs.
- Refine client health, satisfaction, and churn models using operational and financial data.
- Create executive-ready Salesforce dashboards for visibility into client health and service performance.
- Monitor workload, productivity, and capacity to evaluate operational performance.
- Lead process improvements to enhance scalability, quality, and service delivery.
- Establish success metrics and drive change management for new processes.
- Evaluate and implement AI solutions for reporting, predictive analytics, and workflow automation.
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