Director, Customer Experience

Responsibilities

• Lead Phone, Email, and Chat teams within a 24/7 customer operation.
• Drive performance across customer satisfaction, quality, service levels, resolution quality, and productivity.
• Coach managers, set expectations, and build accountability for team performance and customer outcomes.
• Serve as an escalation point for high-priority customer and internal issues.
• Improve tools, workflows, operating routines, and cross-channel execution using customer feedback, quality findings, product knowledge, and performance data.
• Partner with CX Operations, specialized CX teams, AI, Product Operations, Product, Engineering, Risk, and other stakeholders on workflows and automation.
• Shape AI and automation use in customer experience, including where specialization and human judgment add value.
• Translate strategy and emerging opportunities into scalable channel plans, repeatable processes, change management, and adoption.

Requirements

• Experience leading large, complex operational teams in a fast-paced environment.
• Experience improving customer-facing operations through analysis, strategic problem-solving, and execution.
• Strong learning agility and high-ownership operating experience.
• Empathetic, direct leadership style with a high bar for performance, quality, ownership, and follow-through.
• Strong written and verbal communication skills.
• Experience using AI, automation, or workflow tooling to transform customer and team experiences.
• Ability to connect customer needs, product complexity, frontline workflows, and company priorities.

Nice to Haves

• Experience leading multiple customer-facing channels, including Phone, Email, or Chat.
• FinTech, financial services, or other complex regulated-environment experience.
• Experience partnering with operations, product, or tooling teams on customer-facing workflows.
• Experience scaling customer operations at a high-growth startup.

Compensation and Benefits

• Base salary for candidates in New York City or San Francisco: $220,000–$290,000.
• Base salary for candidates in other locations: $190,000–$260,000.
• Flexible PTO.
• Home-office equipment ordering.
• Health and wellness stipend.
• Intra-office travel budget.
• Weekly coffee stipend.
• Medical, dental, and vision insurance coverage in the United States.
• One Medical annual membership.
• 401(k) with employer match.
• Fertility HRA.
• Paid parental leave.
• Pet insurance.
• In-office perks and relocation expense coverage to NYC or SF.