Director, Customer Experience

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Director, Customer Experience in United States.

This leadership role is responsible for shaping and elevating the customer experience across a fast-growing technology organization. The Director will oversee a 40-person Customer Experience team, driving strategy, operational excellence, and AI-enabled innovation to ensure customers receive exceptional “guide-alongside” support. This position involves managing CX operations, integrating customer insights into product and business decisions, and partnering with cross-functional teams to optimize service delivery, self-service tools, and technology platforms. The ideal candidate thrives in a dynamic, high-growth environment, balancing human-centered support with scalable technology solutions. This is an opportunity to influence strategic initiatives, enhance customer satisfaction, and establish the CX function as a key differentiator for the business.

Accountabilities

* Lead all customer experience operations, including staffing models, queue management, performance metrics, and seasonal readiness

* Develop and mentor leaders and team members across the CX organization, creating growth pathways and a strong operational culture

* Drive CX strategy, investing in AI and automation to improve customer satisfaction, retention, and operational efficiency

* Oversee the selection, implementation, and evolution of CX platforms and tools, ensuring technology enhances customer experience and team productivity

* Partner with Product Management, Engineering, and Data teams to translate customer feedback into actionable insights that shape product development and roadmap priorities

* Champion CX data across the organization, identifying trends, emerging issues, and opportunities to improve customer engagement

Requirements

* Minimum of 8 years’ experience in customer experience, customer support, or customer operations leadership, preferably in consumer technology or digital products

* At least 5 years leading and developing teams in fast-paced, high-growth environments

* Bachelor’s degree or equivalent professional experience; advanced degrees a plus

* Experience building scalable support operations balancing human expertise with AI-enabled workflows

* Demonstrated ability to integrate CX data with broader business systems and analytics platforms

* Experience partnering with Product and Engineering teams to influence product improvements and roadmaps

* Strong knowledge of customer support platforms and CX technology ecosystems, including major system implementations or migrations

* Analytical thinking, comfort with data, and ability to identify trends and insights for continuous improvement

* Exceptional communication and relationship-building skills, with the ability to influence cross-functional teams

* Curiosity and passion for exploring new technologies, including AI

* Willingness to travel quarterly or for multi-day visits to strategic office locations

Benefits

* Competitive salary ranging from $126,000 to $157,000, plus potential annual bonus of 10% based on company performance

* Equity grants with a vesting schedule

* Comprehensive health benefits, including no-monthly-cost medical plan

* Paid parental leave (13 weeks for birthing parents, 5 weeks for non-birthing parents)

* 401(k) matching up to 5%

* Flexible time away, including PTO, STO, VTO, and paid holidays

* Opportunities for professional growth, skill development, and cross-functional impact

* Company-sponsored outdoor adventures, industry perks, and “Get Out, Get Active” funds to support an active lifestyle

Why Apply Through Jobgether?

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.