Director of Customer Experience

Job Summary

Seeking a strategic and data-driven Director of Customer Experience, the full-time remote position will manage and optimize a remote contact center, develop customer experience standards, and integrate AI technologies to enhance service delivery and operational performance.

Key responsibilities

• Lead and optimize a remote contact center team across multiple channels, setting KPIs and driving performance improvements
• Develop service blueprints and experience standards to transform customer support into a loyalty driver
• Own the performance of AI-powered support functions and ensure integration with customer-facing platforms

Required qualifications

• 7+ years of experience in CX, contact center, or customer operations leadership with direct people management
• Experience managing remote teams of 50 or more across various channels
• Hands-on experience with AI/automation in customer service contexts
• Strong analytical skills for building dashboards and interpreting performance data
• Proven track record of connecting CX performance to commercial outcomes