Director, Customer Experience (Fintech)

TL;DR

Director, Customer Experience (Fintech): Leading the customer experience practice for Assisted Services to drive growth and retention with an accent on AI-powered scale and human-centric design. Focus on designing seamless omnichannel experiences between brick-and-mortar and virtual channels and building a comprehensive customer lifecycle management program.

Location: San Diego, California

Salary: $229,500–$310,500

Company

hirify.global is a global financial technology platform that powers prosperity for millions of customers through products like TurboTax, Credit Karma, QuickBooks, and Mailchimp.

What you will do

• Build and execute a vision for Assisted customer experiences aligned with strategic Consumer Ecosystem priorities.
• Design integrated brick-and-mortar and virtual customer experiences to attract and serve Assisted customers.
• Establish a 'sales through service' culture, including lead management and conversion best practices.
• Develop a comprehensive customer lifecycle management program with year-round expert engagement.
• Lead the CXM practice by aggregating insights and collaborating with product and marketing teams to enhance experiences.
• Set business goals focused on growth, scalability, and customer experience measures.

Requirements

• Substantial senior leadership experience managing senior employees and other managers.
• Proven track record of leading customer-centric operations in fast-paced organizations.
• Expertise in product management or experience design, specifically creating online and physical experiences.
• Experience managing customer support organizations, either directly or via BPO.
• Ability to lead complex system and organizational change initiatives.
• Must be located in San Diego, California.

Culture & Benefits

• Competitive compensation package with a strong pay-for-performance rewards approach.
• Eligibility for cash bonuses and equity rewards.
• Comprehensive benefits programs tailored to full-time employees.
• Work environment focused on trust, transparency, and curiosity.