Director, Customer Experience Operations

We are looking for a Director to lead our Customer Experience Operations function. In this role, you'll be designing and executing our customer operations strategy ensuring we are set up for efficient and scalable operations that provide an exceptional customer experience.

Requirements

• 10+ years of experience leading Customer Experience or Customer Support operations in a high-growth, regulated environment
• Bachelor's degree or equivalent experience
• Proven ownership of CSAT, quality, workforce planning, training, and large-scale CX operations
• Must have experience working with a BPO to manage CX operations
• Strong ability to translate customer feedback into measurable experience improvements
• Experience partnering cross-functionally with technology, fraud, risk, and product teams
• Strong people leadership and change management experience
• Nice to have experience with Kustomer

Benefits

• Flexible working culture
• Incentive programs
• Unlimited PTO
• Generous paid parental leave
• Leading family support policies
• Company-sponsored 401k match
• Learning and wellness subscription stipend
• Beautiful Union Square office with a casual dress code
• Industry-leading, employer-sponsored insurance for you and your dependents, with several 100% Zip-covered choices available