Director of Customer Experience

Job Summary

Leading a team through its next stage of growth, the remote Director of Customer Experience will define and drive customer experience performance, design operational strategies, and enhance team capabilities to deliver high-quality support for providers and clients.

Key responsibilities

• Define and drive CX team performance and quality standards, managing operational efficiency and costs
• Design and execute organizational strategies that enhance team performance and customer experiences at scale
• Lead customer retention and engagement strategies, implementing proactive support programs and escalation protocols

Required qualifications

• 8-12+ years in customer support with 5-7+ years of people leadership experience
• Proven ability to develop managers and cultivate customer-centric team cultures
• Experience in diagnosing organizational capabilities and leading redesigns for improved performance
• Data-driven mindset with proficiency in basic to intermediate SQL queries for translating CX data into insights
• Cultural humility and strong interpersonal communication skills for building relationships across differences