Director, Customer Experience

📋 Description

• Define and drive CX team performance, quality, productivity, reliability, and costs.
• Design and execute organizational strategy for scalable CX and outcomes.
• Define talent management with L&D for competency frameworks and career paths.
• Partner with Workforce Management for staffing models, schedules, and capacity planning.
• Staff across channels and enable the team to resolve complex issues amid dependencies.
• Lead retention and engagement programs to boost LTV and reduce churn.

🎯 Requirements

• 8-12+ years in customer support and 5-7+ years of people leadership.
• Experience scaling operations across multi-layer teams and transformational leadership.
• Proven ability to develop managers of managers and cultivate customer-centric culture.
• Skilled at diagnosing capabilities and leading organizational redesigns to improve performance.
• Thrive in scaling, fast-paced, ambiguous environments with change management.
• Data-driven with SQL; translate CX data into actionable insights.

🎁 Benefits

• Remote-first company
• Medical, dental, and vision insurance with FSA/HSA
• 401K plan
• Monthly therapy and wellness stipends
• Home office stipend and co-working space stipend
• 12 paid holidays, Alma Give Back Day, and flexible PTO