Director of Customer Experience Operations

Job Summary

To drive customer support innovation, the full-time salaried Director of Customer Experience Operations will manage AI-powered tools and operational systems, oversee the AI deflection program, and ensure effective communication between support and product teams while working remotely.

Key responsibilities

• Own and manage the roadmap for AI tools impacting customer support interactions, including deflection platforms and agent assist capabilities
• Serve as the primary liaison between support operations and product/engineering teams, translating support data into actionable AI development requirements
• Design and maintain operational workflows that connect support and product teams, ensuring timely updates on issue resolution and AI capabilities

Required qualifications

• B.A. or B.S. degree required
• 7+ years of program, product, or operations management experience, with at least 3 years in AI-powered support or CX automation programs
• Hands-on experience with conversational AI platforms such as Salesforce Agentforce or Zendesk AI Agent
• Demonstrated experience writing functional or technical specifications for AI agents or automation pipelines
• Experience managing direct reports and developing individual contributors