Director of Customer Experience Operations

📋 Description

• Own the customer experience function end to end, establishing clear standards for exceptional
• Lead and develop a customer experience organization of more than 100 internal employees and over
• Develop, coach, and retain high-performing managers while owning hiring, performance management
• Establish and execute an AI and automation strategy that improves customer outcomes, accelerates
• Partner with Product leadership to identify where AI can deliver the greatest operational and
• Own CX capacity, workforce planning, and cost management, including demand forecasting, staffing

🎯 Requirements

• 10+ years of experience in customer experience, customer support, service operations, or related
• Proven experience operating a blended internal and outsourced customer support organization at the
• Demonstrated success managing external service partners while holding them accountable for
• Strong experience owning operational costs, including demand forecasting, capacity planning
• Proven ability to lead a customer support organization through an AI or automation transformation
• Deep knowledge of modern CX operating models, support technologies, automation, and AI

🎁 Benefits

• Base salary: $160,000–$250,000 annually, depending on qualifications, experience, geographic
• Equity: Potential eligibility for an equity grant depending on position and level.
• Healthcare: Medical, dental, and vision coverage.
• Health accounts: HSA and FSA options.
• Retirement: 401(k) plan.
• Remote work: Work-from-home stipend.