Sr. Director of Customer Experience

TL;DR

Sr. Director of Customer Experience (Fintech): Lead and scale Customer Experience organization overseeing support and claims operations with an accent on defining vision, operating model, and AI-powered delivery. Focus on building scalable infrastructure, optimizing multi-channel support, and translating customer insights into product and process improvements.

Base salary: $180,000–$210,000 + equity

Company

Fintech platform enabling companies to create customizable benefits and perks plans for their workforce.

What you will do

• Define and execute long-term vision and operating model for Customer Experience, aligning with company growth.
• Lead and scale Customer Experience and Claims teams, managing managers, FTEs, vendors, and contractors.
• Build support operations infrastructure including knowledge management, workforce management, training, QA, and reporting.
• Develop capacity forecasting models and implement productivity standards and performance management.
• Drive continuous improvement using AI technologies for efficiency and quality.
• Partner cross-functionally to resolve customer friction and inform product roadmap.

Requirements

• 10+ years in Customer Experience, Support, or Operations leadership scaling multi-channel organizations.
• Experience leading managers and building support operations like capacity planning and workforce management.
• Proven scaling of process-driven functions like claims adjudication with high SLA adherence.
• Strong command of CX metrics (CSAT, NPS, FCR, AHT, SLA) and executive reporting.
• Experience with AI-enabled support tools (chatbots, automation, intelligent routing).
• Cross-functional influence and excellent executive communication skills.

Culture & Benefits

• 95% coverage of medical, dental, and vision insurance.
• $250 WFH setup stipend (one-time), $500/year Learning & Development, $150/month cell phone + internet, $100/month wellness and co-working/commuter benefits.
• Several team onsites per year and flexible PTO.
• High-performance culture focused on service excellence, accountability, and continuous improvement.
• Commitment to inclusive environment and diversity.