Senior Director of Customer Experience

Role Overview

• Define and execute the long-term vision and service model for Customer Experience, aligning support and claims operations to company growth objectives.
• Own the annual planning process for CX, identifying strategic priorities, major initiatives, service model evolutions, and investment needs.
• Establish the operating framework, governance, and performance standards required to scale a high-quality, multi-channel support organization.
• Design and implement AI-powered support delivery mechanisms to improve efficiency and service quality.
• Lead, develop, and scale the Customer Experience and Claims org, managing managers, FTEs, vendors, and contractors, and building a strong leadership bench within the team.
• Design and implement clear career pathways and succession plans to support long-term organizational health.
• Foster a high-performance, accountability-driven culture grounded in service excellence, operational discipline, and continuous improvement.
• Stand up and mature critical support operations capabilities
• including knowledge management, workforce management, training and enablement, quality assurance, tooling, and reporting infrastructure
• to enable efficient, high-quality scale.
• Develop robust capacity and volume forecasting models across a multi-channel environment to inform hiring plans, budget decisions, and service targets; evaluate and implement workforce planning technology as complexity grows.
• Introduce operational rigor by defining productivity standards, quality benchmarks, and performance management systems that ensure consistency and accountability.

Requirements

• 10+ years of experience in Customer Experience, Support, or Operations leadership, with demonstrated success scaling multi-channel support organizations in high-growth environments.
• Experience leading managers, support operations functions, with a track record of developing high-performing, metrics-driven CX teams.
• Proven ability to design and implement scalable operating models, including capacity planning, volume forecasting, and workforce management across multiple support channels.
• Experience building and maturing support operations infrastructure, including knowledge management, QA programs, training and enablement, reporting, and tooling ecosystems.
• Demonstrated success scaling a process-driven or compliance-sensitive function (e.g., claims adjudication, financial operations, benefits administration, or similar) while maintaining high quality and SLA adherence.
• Strong command of CX performance metrics (CSAT, NPS, FCR, AHT, SLA attainment, productivity, quality, accuracy) and experience translating operational data into executive-level insights and action plan.
• Experience implementing and leveraging AI-enabled support technologies (e.g., chatbots, agent assist, automation, intelligent routing, workflow optimization) to drive efficiency and enhance customer outcomes.
• Track record of introducing operational rigor, establishing clear productivity and quality standards, and driving measurable performance improvement.
• Experience managing and optimizing relationships with external vendor partners or BPOs.
• Strong cross-functional leadership skills, with the ability to influence Product, Engineering, Operations, and Revenue teams to address systemic drivers of customer friction.
• Excellent executive communication skills, with comfort presenting operational performance, risks, and strategic plans to senior leadership.
• A systems thinker who balances customer empathy with operational discipline and scalable process design.

Benefits

• 95% coverage of medical, dental, and vision
• $250 WFH setup
• $150/month cell phone + internet
• $100/month Wellness
• Flexible PTO
• Several team onsites a year