Director, Client Experience

What You’ll Do

• Deploy the GOS Sales Squad: Partner with Commercial VPs to institutionalize GO&S participation in late-stage sales pitches, embedding a specialized "Sales Squad" into marquee enterprise deals to turn our redefined Five-Star Care into a primary selling point.
• Build Strategic Alignment: Forge strong relationships and operational governance across global commercial leadership and Global Operations and Services to ensure a "CX-first" mindset across the sales cycle.
• Govern Scope Boundaries: Standardize and govern the macro-level expectations of global Sales teams, prospects, and implementation partners regarding our operational scope of services and tier definitions.
• Ruthlessly Simplify Tier Configurations: Partner with commercial pricing and marketing teams to collapse complex legacy service offerings into unified, high-impact packages that remove market confusion.
• Serve as Executive Liaison: Act as the primary operational partner and definitive source of truth for Sales and Commercial leadership during high-value pitches, RFPs, and global go-to-market rollouts.
• Optimize Time-to-Value (TTV): Drive structural process improvements and scale automated onboarding frameworks within Global Operations to compress the timeline from contract-signing to a client's first live booking.
• Champion the Pre-Sales CX Lens: Serve as the organizational pre-sales customer expert, maintaining a deep understanding of complex market needs, tier economics, and localized global implementation trends.
• Architect Data Strategies: Establish a standardized pre-sales data reporting suite (tracking TTV, launch velocity, and custom scoping drag) to drive data-backed commercial decisions.
• Synthesize Complex Insights: Leverage a deep understanding of data, intuition, and customer feedback to rapidly extract actionable information and proactively modify the pre-sales operational roadmap.
• Enable the Commercial Engine: Empower the Sales and Customer Success organizations with scaled enablement collateral and continuous updates so they can speak transparently, accurately, and effectively about our support ecosystem.
• Define Metrics for Success: Partner with global CX and Operations leadership to define, monitor, and scale key performance metrics for the pre-sales and implementation lifecycle.
• Ensure Day-1 Excellence: Recommend and implement process optimizations that guarantee newly onboarded clients successfully meet contractually established service level agreements (SLAs) from the moment they go live.
• Protect Operational Capacity: Leverage data to speak fearlessly and confidently about operational boundaries, guiding commercial leadership on high-risk custom scoping or premature tier selling.

What We’re Looking For

• Proven Leadership Background: 8–10+ years of progressive leadership experience in Client Experience, Revenue Operations, Global Implementation, or Technical Onboarding, preferably within corporate travel ecosystems.
• Global Complexity Expert: Strong background leading multi-regional teams and managing complex, cross-functional discussions between disparate geographic organizations.
• Executive Presence & Communication: Masterful interpersonal, negotiation, and relationship-building skills, with a proven ability to confidently manage discussions and maintain firm boundaries with Sales/Commercial Leaders.
• Strategic & Independent Thinker: The ability to operate with high integrity, critical and independent thinking skills, and sound judgment in high-growth, ambiguous, or transitional environments.
• Advanced Data-Driven Decision Maker: Strong analytical skills with a proven track record of using data, business intelligence, and predictive insights to influence organizational behavior and protect operational margins.