What is the role of a Director, Customer Experience at Jobgether?

The Director, Customer Experience position at Jobgether is a Full-time or part-time position opportunity in the Executive/Management field.

Where is this Director, Customer Experience job located?

United States, Other / Non-US, United States

What type of employment is offered for this Director, Customer Experience role?

Full-time or part-time position

What is the expected salary for this Director, Customer Experience job?

Compensation will be discussed during the hiring process.

How can I apply for the Director, Customer Experience position at Jobgether?

You can apply directly through the application link provided.

Director, Customer Experience at Jobgether

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.

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Director, Customer Experience at Jobgether – United States

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