Director of Customer Experience
VirtualVocations
Leading a team through its next stage of growth, the remote Director of Customer Experience will define and drive customer experience performance, design operational strategies, and enhance team capabilities to deliver high-quality support for providers and clients. Key responsibilities Define and drive CX team performance and quality standards, managing operational efficiency and costs Design and execute organizational strategies that enhance team performance and customer experiences at scale Lead customer retention and engagement strategies, implementing proactive support programs and escalation protocols Required qualifications 8-12+ years in customer support with 5-7+ years of people leadership experience Proven ability to develop managers and cultivate customer-centric team cultures Experience in diagnosing organizational capabilities and leading redesigns for improved performance Data-driven mindset with proficiency in basic to intermediate SQL queries for translating CX data into insights Cultural humility and strong interpersonal communication skills for building relationships across differences
Vacancy posted 6 days ago
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