Director – Client Experience Operations

Director – Client Experience Operations

Requirements

• 8–10+ years of experience in customer experience, business systems, enablement, or CX strategy roles, with leadership experience in scaling operations or tools.
• Passion for creating efficient, high-quality customer experiences and enabling others to do their best work.
• Demonstrated ability to set strategic direction and deliver cross-functional programs that transform how teams work and customers are served.
• Familiarity with deploying AI/automation use cases in customer-facing or support workflows.
• Strong communication and stakeholder management skills — capable of influencing across departments and levels.

Responsibilities

• Set the strategic vision for how systems, AI, knowledge, and workflow optimization work together to elevate CX and operational performance.
• Act as a thought leader across the company for how we modernize and scale our CX ecosystem.
• Partner closely with leadership to align CX systems and enablement strategy with broader client experience goals.
• Own the roadmap, design, and administration of CX systems (e.g., Zendesk, Five9).
• Identify and drive system enhancements, automations, and integrations that improve team efficiency and customer outcomes.
• Lead the strategy and execution of AI/automation initiatives — including chatbots, self-service flows, and intelligent routing.
• Partner with R&D teams to ensure AI solutions are data-informed, human-centered, and continuously optimized.
• Stay ahead of emerging AI trends and assess applicability to our customer operations.
• Own the internal and external client experience knowledge strategy, ensuring content is accessible, accurate, AI-optimized, and effectively supports customers and frontline teams.
• Define content governance frameworks and evolve tools to support proactive knowledge sharing.
• Drive alignment between content, product updates, and support readiness.
• Oversee cross-functional processes to prepare CX teams for new product and feature launches.
• Ensure frontline teams are equipped with the right knowledge, tools, and processes to support change effectively.
• Act as a key connector between Product, CX, and Enablement teams to ensure tight coordination.
• Oversee strategic initiatives to optimize and scale customer support workflows.
• Use data to identify inefficiencies, reduce operational friction, and improve team and customer experience.
• Embed a culture of continuous improvement and cross-functional collaboration.

Preferred Qualifications

No preferred qualifications provided.