Director of Customer Experience

What You'll Do

• Build a world-class customer experience: Champion a customer-obsessed culture, by setting a clear vision for the team, owning key prioritization decisions, skillfully weighing tradeoffs to design experiences that delight across every interaction and channel.
• Operational Excellence: Lead a global CX organization of 100+ employees, solving over 30,000 tickets per month across four support channels. Use best-in-class tooling (Zendesk, Assembled, and more) to deliver seamless experiences and drive efficiency across complex product lines.
• Strategy & Data: Position CX as a strategic pillar by building a metrics-driven foundation that informs decisions, measures impact, and enables compelling storytelling through data. Dig into the details while keeping a big-picture vision.
• Talent & People Development: Lead and inspire an experienced leadership team while scaling a global organization to support growth from hundreds of thousands of cus...