Customer Experience Director
- 8–10+ years of customer service or customer experience leadership
- 3+ years in a senior management role (Senior Manager, Sr. Director, or equivalent)
- Proven track record of leading large or multi-location service teams
- Experience scaling customer support operations in fast-paced, high-growth environments
- Strong understanding of WFM, QA, compliance, and customer experience strategy
- Exceptional communication, leadership, and stakeholder management skills
- Set the vision, roadmap, and success metrics for the customer service function
- Develop and implement scalable service models that align with company growth
- Build a culture of excellence, accountability, and continuous improvement
- Lead, mentor, and grow customer service managers and team leads
- Oversee workforce planning, headcount, hiring, and training strategies (onshore/offshore)
- Set clear KPIs for performance, productivity, and quality
- Ensure SLA adherence across all support channels (phone, email, chat, SMS)
- Own QA, compliance, and risk monitoring processes
- Drive improvements in First Contact Resolution, AHT, CSAT, and escalation handling
- Lead initiatives to improve customer retention, satisfaction, and lifetime value
- Map customer journeys and reduce friction through proactive support and automation
- Serve as the voice of the customer in leadership discussions
- Partner with IT and Product to enhance CRM, telephony, AI chat, and self-service platforms
- Drive adoption of automation, knowledge bases, and omnichannel tools
- Deliver regular reporting on KPIs, trends, forecasts, and insights
- Translate data into strategic decisions and resource planning
- Present findings to executive leadership and recommend improvements
- Experience leading offshore or BPO support operations
- Background in fintech, lending, or other regulated industries
- Proven success by launching new service channels (chat, SMS, self-service)
- Experience launching customer service operations from the ground up
- A track record of improving customer retention or loyalty metrics
- Experience integrating AI or automation into customer service processes
- Led service operations through rapid growth, transitions, or tech migrations
- Competitive compensation and equity package.
- Comprehensive benefits (medical, dental, vision).
- Collaborative office culture with a strong product mindset.
- Opportunities to grow, lead, and shape the future of consumer finance.
- 401k program
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