Director OF Customer Experience

Leading the customer experience operations for a fast-growing healthcare company, the full-time salaried Director of Customer Experience Operations will manage a team of over 100 employees and 800 partner agents, ensuring high-quality support and implementing AI-driven solutions to enhance service delivery in a remote work environment. Key Responsibilities Own the customer experience end-to-end, setting performance standards and accountability for the operation Lead and develop teams across various functions, focusing on hiring, performance management, and team growth Implement AI solutions to improve efficiency and customer satisfaction while managing capacity and cost effectively Required Qualifications 10+ years of experience in customer experience, support, or service operations, with at least 5 years in a leadership role Experience managing a blended internal and outsourced support organization with several hundred agents in a high-growth technology environment Proven ability to manage cost lines, demand forecasting, and capacity planning Experience leading support organizations through AI or automation transitions that improved customer experience Deep knowledge of the CX landscape and tooling stack, with a focus on innovative solutions