Director of Customer Experience

A company is looking for a Director, Customer Experience.

Key Responsibilities

Define and drive CX team performance and quality standards while managing operational efficiency and costs

Design and execute an organizational strategy that enhances operational efficiency and customer experiences at scale

Lead customer retention and engagement strategies to drive lifetime value and reduce churn

Required Qualifications

8-12+ years in customer support and 5-7+ years of people leadership experience

Proven ability to develop managers and cultivate customer-centric team cultures

Experience in diagnosing organizational capabilities and leading redesigns for improved performance

Data-driven mindset with the ability to translate CX data into actionable insights

Cultural humility and strong interpersonal relationship-building skills