Director, Customer Experience

Accountabilities

• Owes the vision, strategy, and operational execution of the CX organization.
• Builds scalable customer support capabilities, strengthens customer insights, and establishes the frameworks needed to deliver exceptional experiences as the business grows.
• Leads and evolves the Customer Experience organization, including support operations, systems, customer insights, and self-service initiatives.
• Develops and executes a comprehensive CX strategy aligned with business priorities, customer needs, and long-term growth objectives.
• Manages support delivery operations, including staffing models, queue management, performance metrics, and operational readiness.
• Develops, mentors, and develops CX leaders and team members while fostering a culture of accountability, collaboration, and continuous improvement.
• Drives AI-enabled innovation by implementing automation, intelligent workflows, and modern CX technologies to improve efficiency and customer satisfaction.
• Evaluates, implements, and optimizes CX platforms and tools, including leading system migrations and technology improvements.
• Establishes strong partnerships with Product Management and Engineering teams to transform customer feedback into actionable product insights.
• Integrates customer experience data with broader business systems and analytics platforms to identify trends, opportunities, and emerging issues.
• Champions customer insights across the organization to influence product investments, marketing strategies, and customer engagement initiatives.
• Develops reporting frameworks, dashboards, and performance metrics that provide visibility into customer health and operational effectiveness.
• Influences cross-functional stakeholders and executive leaders by providing strategic recommendations based on customer data and business insights.
• Stays ahead of emerging technologies and industry trends, including AI solutions that enhance customer interactions and operational scalability.

Requirements

• Experienced customer experience leader with a strong background in scaling operations, developing teams, and leveraging technology to improve customer outcomes.
• 5+ years of experience leading and developing teams in fast-paced, high-growth environments.
• Bachelor’s degree or equivalent professional experience.
• Proven experience building scalable customer support operations that combine human expertise with automation and AI-enabled workflows.
• Experience integrating customer support data with business systems, analytics platforms, and reporting tools.
• Strong knowledge of CX technology ecosystems, including experience leading major platform implementations or migrations.
• Proven ability to partner with Product and Engineering teams to influence product improvements and roadmap decisions.
• Strong analytical skills with the ability to interpret customer data, identify trends, and develop actionable insights.
• Exceptional communication and relationship-building abilities with experience influencing senior stakeholders.
• Able to operate effectively in ambiguous, rapidly changing environments while maintaining strategic focus.
• Curiosity and enthusiasm for exploring emerging technologies, including artificial intelligence.
• Passion for outdoor recreation and customer-driven product experiences is a plus.

Benefits

• Competitive salary range of $126,000 to $171,000, depending on experience, skills, location, and qualifications.
• Anual bonus opportunity based on company performance.
• Equity opportunities through common share options.
• Comprehensive health benefits, including a medical plan with no monthly employee cost.
• Paid parental leave, including 13 weeks for birthing parents and 5 weeks for non-birthing parents.
• 401(k) matching program with employer contributions.
• Flexible time away package including PTO, sick time, volunteer time, and paid holidays.
• Annual wellness and activity funds to support an active lifestyle.
• Company-wide outdoor experiences and industry-related perks.
• Career growth opportunities within a collaborative and mission-driven environment.
• Flexible work structure with distributed teams and opportunities for in-person collaboration.