Director of Customer Experience

Job Summary

A company is looking for a Director, Customer Experience to lead their team through growth and enhance customer-centric support.

Key Responsibilities

• Define and drive CX team performance, quality standards, and operational efficiency
• Design and execute an organizational strategy for high-quality customer experiences at scale
• Lead customer retention strategies and develop proactive support programs

Required Qualifications

• 8-12+ years in customer support and 5-7+ years of people leadership experience
• Experience in scaling operations and driving organizational transformation
• Ability to develop managers of managers and cultivate customer-centric team cultures
• Data-driven mindset with experience in translating CX data into actionable insights
• Cultural humility and strong interpersonal relationship-building skills