Sr. Director, Customer Experience and Strategic Execution

📋 Description

• Lead, develop, and coach a multidisciplinary organization of approximately 20 team members
• Design and manage an enterprise-wide escalation framework covering executive, strategic-account
• Take senior-level ownership of critical customer escalations, develop recovery plans, and
• Establish recurring root-cause analysis processes that identify underlying issues, assign
• Own the end-to-end customer journey and Voice of Customer program, identifying friction across
• Lead HyperCare initiatives during the first 120 days following go-live for cloud-based products

🎯 Requirements

• Typically 7–12+ years of progressive leadership experience in a relevant professional discipline
• Bachelor’s degree or equivalent international qualification in a related field; a master’s degree
• Experience in project management, with relevant certifications such as CAPM, PMP, Project+, or
• Demonstrated AI literacy, including familiarity with large language models (LLMs), data structures
• Extensive experience managing executive-level customer escalations, leading customer recovery
• Strong executive presence, commercial awareness, emotional intelligence, and the judgment to

🎁 Benefits

• Posted annual base salary range of $172,000–$215,000, depending on experience, skills, location
• Eligibility for a target performance bonus in addition to base salary.
• Comprehensive health coverage.
• Retirement savings plan with company matching.
• Paid time off and parental leave.
• Wellbeing resources and education support.