Associate Director, CX Strategy & Ops (Hybrid NY)

Expert Executive Recruiters (EER Global); United States; Hybrid; USD 130,000 - 160,000; Full time

Job summary

A leading technology company is seeking an Associate Director of Customer Experience to lead the Customer Experience function, manage high-performing teams, and drive strategic initiatives in a hybrid role based in New York City. The ideal candidate must have over 5 years in customer experience and proven leadership abilities. This role offers competitive compensation within a thriving e-commerce environment.

Qualifications

• 5+ years of experience in customer experience, customer success, or support operations.
• 2+ years of experience in a leadership role managing CX or operations teams.
• Hands-on experience with help desk platforms and CRM tools.

Responsibilities

• Lead day-to-day operations across the Customer Experience team.
• Manage and develop leaders responsible for frontline support and training.
• Own and execute strategic CX initiatives to improve customer journey.

Skills

Customer experience management

Leadership

KPI management

Multi-channel support

Communication with senior leadership

Tools

Zendesk

Freshdesk

Salesforce

Job description

A leading technology company is seeking an Associate Director of Customer Experience to lead the Customer Experience function, manage high-performing teams, and drive strategic initiatives in a hybrid role based in New York City. The ideal candidate must have over 5 years in customer experience and proven leadership abilities. This role offers competitive compensation within a thriving e-commerce environment.