Director of Customer Experience

Job Summary

A company is looking for a Director, Customer Experience Operations.

Key Responsibilities

• Define and deliver efficient, scalable operations for high-quality customer experience across all channels
• Lead the evolution towards modern, AI-enabled servicing models and drive proactive customer support strategies
• Oversee training, workforce planning, and ensure compliance with regulatory standards while enhancing customer satisfaction

Required Qualifications

• 10+ years of experience in Customer Experience or Customer Support operations in a regulated environment
• Bachelor's degree or equivalent experience
• Proven track record in managing CSAT, quality, and large-scale CX operations
• Experience working with a BPO to manage CX operations
• Strong leadership and change management experience