Director, CX Business Systems

📋 Description

• Lead and develop a high-performing CX BSA/TPM team.
• Define and execute the CX tech strategy, roadmap, and governance.
• Drive AI adoption across the CX technology stack.
• Partner with CX leadership to translate objectives into scalable tech strategy.
• Oversee end-to-end CX initiatives from initiation to governance.
• Collaborate with Data Analytics and Growth Eng to power CX insights and AI.

🎯 Requirements

• Bachelor’s degree or equivalent in IT, CS, Engineering, or Business; MBA a plus.
• 15+ years in Business Systems, with at least 5 in CX leadership.
• Proven track record leading CX tech strategy and large-scale initiatives.
• Experience establishing and running new functions within organizations.
• Experience with Salesforce (Service Cloud) and CX tools like Gainsight, Certinia, SupportLogic.
• Exceptional leadership, communication, and stakeholder mgmt; able to influence.
• Hands-on AI experience in CX/GTM, AI-native tools, automation.

🎁 Benefits

• Competitive compensation with potential 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.
• Career development with learning stipend and pathing.