This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Customer Experience based in the United States.
This leadership role offers the opportunity to transform customer experience into a strategic advantage within a fast-growing technology organization.
You will lead a large, distributed CX team and shape the systems, processes, and strategies that define how customers interact with innovative digital products.
The position combines operational leadership, customer insights, and technology-driven innovation to improve satisfaction, retention, and efficiency.
You will partner closely with Product, Engineering, Data, and executive stakeholders to translate customer feedback into meaningful business improvements.
The ideal candidate thrives in high-growth environments, enjoys building scalable solutions, and embraces new technologies including AI-powered workflows.
You will have the autonomy to define CX strategy while developing teams, optimizing operations, and creating world-class customer experiences.
This is an opportunity to make a measurable impact by connecting customer needs with product evolution and business growth.
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director, Customer Experience based in the United States.
This leadership role offers the opportunity to transform customer experience into a strategic advantage within a fast-growing technology organization.
You will lead a large, distributed CX team and shape the systems, processes, and strategies that define how customers interact with innovative digital products.
The position combines operational leadership, customer insights, and technology-driven innovation to improve satisfaction, retention, and efficiency.
You will partner closely with Product, Engineering, Data, and executive stakeholders to translate customer feedback into meaningful business improvements.
The ideal candidate thrives in high-growth environments, enjoys building scalable solutions, and embraces new technologies including AI-powered workflows.
You will have the autonomy to define CX strategy while developing teams, optimizing operations, and creating world-class customer experiences.
This is an opportunity to make a measurable impact by connecting customer needs with product evolution and business growth.
Accountabilities:
- Lead and evolve the Customer Experience organization, including support operations, systems, customer insights, and self-service initiatives.
- Develop and execute a comprehensive CX strategy aligned with business priorities, customer needs, and long-term growth objectives.
- Manage support delivery operations, including staffing models, queue management, performance metrics, and operational readiness.
- Build, mentor, and develop CX leaders and team members while fostering a culture of accountability, collaboration, and continuous improvement.
- Drive AI-enabled innovation by implementing automation, intelligent workflows, and modern CX technologies to improve efficiency and customer satisfaction.
- Evaluate, implement, and optimize CX platforms and tools, including leading system migrations and technology improvements.
- Establish strong partnerships with Product Management and Engineering teams to transform customer feedback into actionable product insights.
- Integrate customer experience data with broader business systems and analytics platforms to identify trends, opportunities, and emerging issues.
- Champion customer insights across the organization to influence product investments, marketing strategies, and customer engagement initiatives.
- Develop reporting frameworks, dashboards, and performance metrics that provide visibility into customer health and operational effectiveness.
- Influence cross-functional stakeholders and executive leaders by providing strategic recommendations based on customer data and business insights.
- Stay ahead of emerging technologies and industry trends, including AI solutions that enhance customer interactions and operational scalability.
- 8+ years of experience in customer experience, customer support, or customer operations roles, preferably within consumer technology or digital product companies.
- 5+ years of experience leading and developing teams in fast-paced, high-growth environments.
- Bachelor’s degree or equivalent professional experience.
- Proven experience building scalable customer support operations that combine human expertise with automation and AI-enabled workflows.
- Experience integrating customer support data with business systems, analytics platforms, and reporting tools.
- Strong knowledge of CX technology ecosystems, including experience leading major platform implementations or migrations.
- Demonstrated ability to partner with Product and Engineering teams to influence product improvements and roadmap decisions.
- Strong analytical skills with the ability to interpret customer data, identify trends, and develop actionable insights.
- Exceptional communication and relationship-building abilities with experience influencing senior stakeholders.
- Ability to operate effectively in ambiguous, rapidly changing environments while maintaining strategic focus.
- Curiosity and enthusiasm for exploring emerging technologies, including artificial intelligence.
- Passion for outdoor recreation and customer-driven product experiences is a plus.
- Competitive salary range of $126,000 to $171,000, depending on experience, skills, location, and qualifications.
- Annual bonus opportunity based on company performance.
- Equity opportunities through common share options.
- Comprehensive health benefits, including a medical plan with no monthly employee cost.
- Paid parental leave, including 13 weeks for birthing parents and 5 weeks for non-birthing parents.
- 401(k) matching program with employer contributions.
- Flexible time away package including PTO, sick time, volunteer time, and paid holidays.
- Annual wellness and activity funds to support an active lifestyle.
- Company-wide outdoor experiences and industry-related perks.
- Career growth opportunities within a collaborative and mission-driven environment.
- Flexible work structure with distributed teams and opportunities for in-person collaboration.
As Director, Customer Experience, you will own the vision, strategy, and operational execution of the CX organization. You will build scalable customer support capabilities, strengthen customer insights, and establish the frameworks needed to deliver exceptional experiences as the business continues to grow.
Requirements:
The ideal candidate is an experienced customer experience leader with a strong background in scaling operations, developing teams, and leveraging technology to improve customer outcomes. You should combine strategic vision with hands-on operational expertise and the ability to influence across complex organizations.