Director, Strategic Customer Relations

📋 Description

• Own strategy, operations, and outcomes across escalations (organic, executive, and partner), back
• Build the operating infrastructure for the escalations function: processes, metrics, tooling, and
• Define and articulate a clear vision for what "great" looks like in 1–2 years, and drive
• Lead and scale a hybrid team model, including internal staff and an outsourced partner, to meet
• Identify, evaluate, and implement technology solutions — including AI-powered tools — to improve
• Partner with Risk, Compliance, Legal, Tech, and General Managers to resolve complex escalations and

🎯 Requirements

• Demonstrated experience building and scaling customer escalations, back office, or customer
• Strong analytical mindset with a track record of implementing metrics, operational structure, and
• Experience managing outsourced or BPO teams as a core part of the delivery model
• Practical experience leveraging AI in operations — e.g., agent assist tools, Slack bots, or
• Proficiency with ticketing systems and experience integrating them with data and analytics
• Ability to set a clear vision, communicate it compellingly, and drive alignment across senior

🎁 Benefits

• Competitive compensation and equity packages
• Leading configured work computers of your choice
• Flexible paid time off
• Fully covered, high-quality healthcare, including fully covered dependent coverage
• Additional health coverage includes access to One Medical and the option to enroll in an FSA
• 20 weeks of paid parental leave for the primary caregiver and 8 weeks for all new parents