Director, Customer Experience

About the role

This leader will oversee the daily performance of customer support operations across multiple channels, ensuring a high-quality experience for customers and efficient internal execution. The role will partner closely with CX leaders and cross-functional stakeholders to strengthen accountability, improve workflows, and elevate service delivery. A key focus will be using data, feedback, and automation to scale operations and shape the next generation of AI-enabled customer experience.

Responsibilities

• Own day-to-day execution across Phone, Email, and Chat teams to ensure high customer satisfaction
• Develop and coach CX leadership to foster accountability and team performance
• Act as an escalation point for complex customer and internal issues
• Drive improvements in workflows and tools using data and feedback
• Evaluate and challenge existing operations to meet evolving customer needs
• Shape the future of AI-powered CX by integrating automation and specialization into processes
• Translate strategic priorities into scalable channel operations

Qualifications

• 5–7 years of experience in managing complex operational teams in fast-paced environments
• Strong analytical skills with a proven record of improving customer operations
• Proven track record in a leadership role that includes coaching and developing teams
• Excellent communication skills for aligning cross-functional teams
• Experience with technology and operations transformation using AI or automation
• Curiosity about customer needs and business processes
• Established leadership style that balances empathy with high performance standards

Benefits

• Flexible PTO
• Health and wellness stipend
• Budget for intra-office travel
• Weekly coffee stipend
• 100% medical, dental & vision insurance for employees in the U.S.
• Parental leave of up to 16 weeks at full pay
• Relocation expense coverage for moves to NYC or SF
• In-office perks including lunch and snacks
• Professional development opportunities through equipment budgets and stipends

Location: New York, NY – US-based candidates only, no visa sponsorship available

Compensation: $220,000 – $290,000 annually