Director Customer Experience

Director Customer Experience (Remote – United States)

We are seeking a highly experienced and customer-focused leader to join our growing organization as a Director of Customer Experience. This role is responsible for shaping and executing the end-to-end customer experience strategy, ensuring consistent excellence across all customer touchpoints in a fast-paced, remote-first environment.

Key Responsibilities

• Lead the overall customer experience strategy to drive satisfaction, retention, and loyalty
• Build and optimize customer journey frameworks across multiple channels
• Collaborate with product, operations, and sales teams to ensure a seamless customer experience
• Establish and track key performance indicators (KPIs) related to customer success and experience quality
• Identify pain points in the customer journey and implement scalable solutions
• Lead continuous improvement initiatives to enhance service quality and efficiency
• Manage customer feedback systems and transform insights into actionable improvements
• Develop and mentor customer experience team members and leaders

Qualifications

• Proven experience in customer experience, customer success, or related leadership roles
• Strong background in managing cross-functional initiatives in a remote or distributed environment
• Excellent communication, leadership, and stakeholder management skills
• Ability to analyze data and translate insights into strategic actions
• Experience in scaling customer-facing operations in a dynamic business environment

What We Offer

• Fully remote work across the United States
• Opportunity to shape a high-impact customer experience function
• Collaborative and growth-oriented work culture
• Exposure to cross-functional strategic initiatives

We are looking for a leader who is passionate about delivering exceptional customer experiences and driving long-term customer value.