Director, Customer Experience Operations

Zip

Manhattan, United States
Base: $140,000 - $175,000 usd; bonus/equity: may i...
On-site
Customer experience operations
Scalable operations
Customer-first mindset
Design and execute customer operations strategy for efficient and scalable operations that provide an exceptional customer experience

Job Summary

  • Design and execute customer operations strategy for efficient and scalable operations that provide an exceptional customer experience.
  • Own end-to-end performance of customer support operations, including service levels, quality, cost, and customer outcomes, while leading the evolution toward modern, AI-enabled servicing models.
  • Provide direction for the Voice of the Customer strategy, ensuring customer insights are consistently surfaced, synthesized, and acted upon across the organization to improve trust, satisfaction, and loyalty.

Matching Summary

Design and execute customer operations strategy for efficient and scalable operations that provide an exceptional customer experience.

Salary

Base: $140,000 - $175,000 USD; Bonus/Equity: May include bonus and/or equity awards; Benefits: Full range of medical, financial, and/or other benefits

Skills & Requirements

Must-have

  • Customer Experience Operations
  • Scalable operations
  • Customer-first mindset
  • AI-enabled servicing models
  • Voice of the Customer strategy
  • BPO management

Nice-to-have

  • Strategic systems-thinking operator
  • Passion for shaping high-quality service
  • Innovation in service delivery
  • Adapt to changing environment

Key Requirements

  • 10+ years leading CX/Support operations
  • Bachelor's degree or equivalent experience
  • Proven ownership of CSAT, quality, WFM, training
  • Experience working with a BPO
  • Strong people leadership
  • Strong change management experience

Work Rights

Not specified

Tailored Resume

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