Chief Customer Experience & AI Contact Center

Inspiren; United States; On-site; USD 245,000 - 290,000; Full time

Benefits offered by this job

Competitive Pay

Equity & Upside

Growth & Recognition

Tools That Move You Forward

Global Team

Job summary

Inspiren seeks a senior leader to define and run product support across its hardware and software ecosystem in the senior living space. The role reports to the COO and will scale the existing support foundation into a world-class center of excellence, spanning proactive issue prevention, escalation management, and cross-functional partnerships.

You will drive AI-enabled support, build scalable operations for new markets, and shape customer experiences at scale.

Qualifications

• 10+ years in Customer Service, Contact Center Operations, Product Support Operations, or a related function, with 5+ years in a senior leadership role.
• Experience building and leading support at a world-class company where hardware and software are inseparable
• Experience standing up or running contact center operations, including call routing, triage, and escalation management
• A track record of implementing AI and automation into support workflows: not evaluating vendors, but shipping and operating
• Proven ability to lead a function through transformation; you have taken something that worked at one scale and rebuilt it for the next
• Strong strategic instincts; you understand the why, you use data to drive upstream change, and you know how to bring leadership along

Responsibilities

• Own the support function end to end: set strategy, define metrics, build scalable infrastructure, and drive cross-functional improvements.
• Build the operational backbone for expansion into new markets and care settings, standing up world-class contact center operations.
• Proactively identify patterns and trigger early detection through monitoring and alerting.
• Lead the adoption of AI in contact center workflows to automate and enhance performance.
• Serve as a strategic voice at the leadership table, translating signals into product development insights.
• Lead, coach, and develop a high-performing team with a culture of operational excellence.

Skills

Customer Service Leadership

Contact Center Operations

AI & Automation in Support

Strategic Thinking

Data-Driven Decision Making

Job description

Inspiren seeks a senior leader to define and run product support across its hardware and software ecosystem in the senior living space. The role reports to the COO and will scale the existing support foundation into a world-class center of excellence, spanning proactive issue prevention, escalation management, and cross-functional partnerships.

You will drive AI-enabled support, build scalable operations for new markets, and shape customer experiences at scale.