Director, Customer Experience

TL;DR

Director, Customer Experience: Leading frontline support teams to deliver customer-centric service and elevate insights across Product, Design, and Marketing with an accent on operational efficiency and continuous improvement. Focus on designing proactive support programs, managing customer retention strategies, and improving products and services through data-driven insights.

Location: Remote, Contiguous US

Salary: $150,000 - $180,000

Company

hirify.global simplifies access to high-quality, affordable mental health care by making it easy for therapists to accept insurance and offer in-network care.

What you will do

• Define and drive CX team performance and quality standards, including customer satisfaction, while managing operational efficiency and costs.
• Design and execute an organizational strategy that drives team performance, business outcomes, and high-quality customer experiences at scale.
• Define talent management strategy, partnering with Learning & Development to define competency frameworks, career paths, and succession plans.
• Partner with Workforce Management to ensure staffing models and capacity plans support service levels and business priorities.
• Partner with key stakeholders to staff across channels and equip the team to resolve complex issue types.
• Influence across the business, elevating team insights through data and customer-centric narratives to improve products and services.

Requirements

• 8-12+ years in customer support and 5-7+ years of people leadership, with experience scaling operations and driving organizational transformation across a multi-layer team.
• Demonstrated ability to develop managers of managers, leading teams effectively, and cultivating customer-centric team cultures.
• Demonstrated experience in diagnosing organizational capabilities, addressing gaps, and leading organizational redesigns to improve business performance.
• Thrive in a scaling, fast-paced, ambiguous environment, and have demonstrated success in transformational leadership.
• A data-driven customer-centric mindset, with proficiency in SQL queries, to translate CX data into insights and performance actions.
• Cultural humility and excellent interpersonal communication skills.

Culture & Benefits

• Remote-first company.
• Health insurance plans, including FSA and HSA plans.
• 401K plan.
• Monthly therapy and wellness stipends.
• Monthly co-working space membership stipend.
• Flexible PTO and 12 paid holidays.