Director, CX Business Systems

📋 Description

• Lead and grow a high-performing CX BSA/TPM team
• Define and execute the CX tech stack strategy and roadmap
• Partner with CX executives to align tech with business goals
• Drive AI adoption across CX workflows (routing, health scoring)
• Own CX vendor relationships and platform governance
• Collaborate with CX Ops to drive efficiency and scale

🎯 Requirements

• 15+ years in Business Systems with 5+ years in CX leadership
• Bachelor's degree in IT, CS, Engineering, or Business; MBA a plus
• Proven track record delivering large-scale CX technology initiatives
• Experience with Salesforce (Service Cloud/Experience Cloud) and CX tools like Gainsight, Certinia
• Exceptional leadership, communication, and stakeholder management
• Data-driven mindset with hands-on ability to translate vision into execution

🎁 Benefits

• Competitive compensation, may include equity
• Retirement and Employee Stock Purchase Plans
• Flexible paid time off
• Medical, dental, vision, life, and disability coverage
• Fertility benefits and equal paid parental leave
• Professional development stipend and learning resources