Director of Customer Experience Operations

Job Summary

Leading the customer experience operations for a fast-growing healthcare company, the full-time salaried Director of Customer Experience Operations will manage a team of over 100 employees and 800 partner agents, ensuring high-quality support and implementing AI-driven solutions to enhance service delivery in a remote work environment.

Key Responsibilities

• Own the customer experience end-to-end, setting performance standards and accountability for the operation
• Lead and develop teams across various functions, focusing on hiring, performance management, and team growth
• Implement AI solutions to improve efficiency and customer satisfaction while managing capacity and cost effectively

Required Qualifications

• 10+ years of experience in customer experience, support, or service operations, with at least 5 years in a leadership role
• Experience managing a blended internal and outsourced support organization with several hundred agents in a high-growth technology environment
• Proven ability to manage cost lines, demand forecasting, and capacity planning
• Experience leading support organizations through AI or automation transitions that improved customer experience
• Deep knowledge of the CX landscape and tooling stack, with a focus on innovative solutions