Director, Customer Experience

📋 Description

• Own strategy, architecture, and execution of automated AI-powered engagement.
• Design tiered engagement by lifecycle, usage patterns, and business profile.
• Partner with Technical CS to define hand-offs between automated and human engagement.
• Build AI workflows for personalized engagement via email, in-app, and chat.
• Hybrid role; in-office 3 days/week in NYC.
• Lead a team while building tooling, workflows, and data analysis.

🎯 Requirements

• Proven track record building a tech-touch/digital CS program from zero, with tooling and sequences.
• Hands-on with agentic AI tools and workflow automation (Gainsight, Totango, Intercom, Zapier, Make).
• Direct experience orchestrating multi-channel engagement across email, in-app, and chat.
• Strong analytical foundation: build health score from raw data and drive decisions.
• Experience building and maintaining KPI dashboards and operational reporting frameworks.
• Willingness to travel 10-25%.

🎁 Benefits

• Health plans and paid time off.
• 401K with company match.
• Hybrid work: 3 days/week in NYC office.
• Equal opportunity employer.