Director, Customer Experience

About the Role

This leadership opportunity is offered through a partner company based in the United States, where you will spearhead the customer experience (CX) function within a rapidly growing technology organization. The role empowers you to transform customer interactions into a strategic asset, overseeing a broad and distributed CX team while shaping processes, systems, and strategies around innovative digital products. Combining operational leadership, customer insight analytics, and cutting-edge technology adoption including AI-driven workflows, this position aims to enhance customer satisfaction, retention, and operational efficiency. You will collaborate closely with Product, Engineering, Data, and executive leadership to convert client feedback into valuable business enhancements.

Key Responsibilities

• Lead and develop a comprehensive Customer Experience organization including support operations, system management, customer insight initiatives, and self-service platforms.
• Formulate and implement a CX strategy in alignment with overall business goals, customer demands, and scalability objectives.
• Oversee daily support operations including staffing, queue management, operational metrics, and preparedness.
• Mentor and grow CX leaders and team members promoting accountability, team cohesion, and a culture of ongoing improvement.
• Drive innovation by applying AI-powered automation and intelligent workflows to повысить operational effectiveness and customer satisfaction.
• Manage and optimize CX platforms and tools, leading system upgrades or migrations as necessary.
• Collaborate with Product Management and Engineering to transform customer feedback into product insights and roadmap influence.
• Integrate CX data with enterprise systems and analytics tools to uncover patterns, risks, and growth opportunities.
• Advocate customer insights across departments to guide investment, marketing strategy, and customer engagement.
• Create reporting frameworks, dashboards, and performance indicators to monitor customer health and operational success.
• Provide strategic counsel to cross-functional leaders leveraging customer data and market insights.
• Stay informed on emerging industry trends and AI solutions that enhance customer interactions and operational scalability.

Candidate Requirements

• At least 8 years of professional experience in CX, customer support, or operations, preferably within consumer tech or digital products.
• Minimum 5 years managing and developing teams in dynamic, growth-focused environments.
• Bachelor’s degree or equivalent professional experience.
• Proven capability to establish scalable customer support operations utilizing a hybrid of human expertise and AI-driven automation.
• Experience integrating support data with broader business analytics and reporting systems.
• Strong familiarity with CX technology ecosystems and prior leadership in major platform implementations or migrations.
• Track record of partnering effectively with Product and Engineering to impact product improvements and direction.
• Excellent analytical proficiency to detect trends and develop actionable insights from customer data.
• Exceptional communication skills with the aptitude for influencing senior leadership.
• Adaptability in fast-changing environments while maintaining strategic oversight.
• Enthusiasm for emerging technologies, especially artificial intelligence.
• An interest in outdoor recreation and customer-centric product experiences is advantageous.

Compensation and Benefits

• Competitive annual salary range between $126,000 and $171,000, contingent on skills, experience, and location.
• Annual performance-based bonus potential.
• Equity options via common shares.
• Comprehensive medical benefits with no employee monthly premiums.
• Paid parental leave: 13 weeks for birth parents and 5 weeks for non-birth parents.
• Employer matching contributions to 401(k) retirement plan.
• Flexible paid time off policies including vacation, sick days, volunteer time, and holidays.
• Annual wellness and fitness allowances encouraging active lifestyles.
• Company-sponsored outdoor activities and industry-related perks.
• Opportunities for career growth in a collaborative, mission-driven culture.
• Flexible working arrangements including distributed teams with periodic in-person collaboration opportunities.