Director, CX Programs

Role Overview

• Own the CX AI roadmap: identify, prioritize, and drive AI use cases across all CX teams, including AI-assisted support, intelligent routing, automated workflows, predictive churn signals, and onboarding acceleration.
• Serve as the primary CX liaison to the company’s Director of Data Analytics and AI, translating organizational needs into actionable AI initiatives and communicating progress back to the CX org.
• Partner with Product, Engineering, and Data teams to build, pilot, and scale AI tools within CX workflows.
• Develop AI adoption frameworks, change management plans, and enablement programs so every CX team can leverage AI confidently and effectively.
• Track, measure, and report on AI program ROI across CX.
• Design and lead cross-functional programs spanning Support, Implementation, CX Ops, Integrations, and CSM, ensuring alignment on goals, timelines, and ownership.
• Facilitate the operating rhythm of the CX leadership team: QBRs, team offsites, cross-team prioritization, and initiative tracking.
• Identify gaps in how CX teams hand off, collaborate, and share information, and build programs to close them.
• Serve as the VP of CX’s trusted operator for programs that require sustained, cross-team coordination.
• Partner with CX Ops leadership to ensure operational infrastructure; tooling, data, workflows, to support the growing demands of the organization.
• Drive AI enablement strategy ensuring every CX team member has the training, playbooks, tools, and knowledge to perform at the highest level.
• Own CX-wide tooling strategy in partnership with CX leadership; evaluating, implementing, and optimizing the CX tech stack.
• Build and maintain CX program scorecards tracking KPIs across all sub-teams.
• Synthesize insights from across the org to surface patterns, risks, and opportunities to CX leadership.
• Drive annual and quarterly planning processes for the CX organization.

Requirements

• 7+ years of experience in customer experience, customer success, or operations roles, with at least 2–3 years in a program management or strategy capacity.
• Demonstrated experience driving cross-functional programs in a fast-paced, high-growth environment.
• Hands-on experience with AI tools in a CX context; managing, or scaling AI support agents, workflow automation, or LLM-powered tooling.
• Background in B2B SaaS, particularly at companies with complex implementation or integration lifecycles.
• Familiarity with the CX tech stack (e.g., Zendesk, Salesforce, PlanHat, or similar).
• Strong strategic instincts combined with the operational rigor to execute against them.
• Excellent communication and facilitation skills; able to align senior stakeholders and motivate individual contributors.
• Comfort operating in ambiguity and building structure.
• Preferred: experience managing or leading CX teams.
• Preferred: experience working directly with AI/ML or product teams building AI-powered products.

Benefits

• Unlimited paid time off – yeah, you read that right! We trust our employees to build their own version of balance so they can feel rejuvenated to bring their best every day.
• Retirement savings support – we invest in your future with RRSP/401(k) matching at 100% up to 3%, because long-term security matters just as much as day-to-day balance.
• Health benefits – this includes day one medical, dental, and vision options, life & disability insurance, and paid maternity and parental leave.
• Hybrid flexibility – we value the collaboration, mentorship, and learning that come from physically working next to one another, as well as the benefits that remote work can offer.
• Work-life balance – supported by the fact that more than 90% of current employees agree that their leader supports their wellbeing.
• Participation in our equity program – we’d love for you to share in MealSuite’s success as we continue to grow!
• Opportunities for career development and advancement – we support our employees in pursuing and achieving their professional goals.
• Purposeful work with a positive community impact – more than 90% of our North American employees agree that the company’s purpose aligns with their personal values. Learn more about our values at mealsuite.com/careers.