Senior Director of Customer Experience

Job Summary

A company is looking for a Senior Director of Customer Experience to lead and scale its Customer Experience organization.

Key Responsibilities

• Define and execute the vision and operating model for Customer Experience, ensuring timely and accurate support
• Lead and develop the Customer Experience and Claims organization, fostering a high-performance culture
• Build scalable infrastructure and support operations, including knowledge management and workforce planning

Required Qualifications

• 10+ years of experience in Customer Experience, Support, or Operations leadership
• Proven ability to design and implement scalable operating models across multiple support channels
• Experience building support operations infrastructure, including training and quality assurance programs
• Strong command of CX performance metrics and experience translating data into executive-level insights
• Experience implementing AI-enabled support technologies to enhance efficiency and customer outcomes