Director, AI-Driven CX Operations (Remote-First)

Zip Co; New York (NY); Hybrid; USD 140,000 - 175,000; Full time

Benefits offered by this job

Flexible working culture

Unlimited PTO

Generous paid parental leave

Company‑sponsored 401k match

Industry‑leading, employer‑sponsored insurance

Job summary

A digital financial services company in New York is seeking a Director to lead Customer Experience Operations. This role involves designing and executing customer operations strategies to ensure high-quality service delivery. Responsibilities include leading AI-enabled servicing, ensuring compliance, and driving customer satisfaction outcomes. Candidates should have over 10 years of experience in customer experience leadership and a strong background in operational efficiency. This position offers a remote-first option with an annual pay range of $140,000 – $175,000.

Qualifications

• 10+ years of experience leading Customer Experience or Customer Support operations in a high‑growth, regulated environment.
• Proven ownership of CSAT, quality, workforce planning, training, and large‑scale CX operations.
• Strong people leadership and change management experience.

Responsibilities

• Define and deliver on an efficient, scalable operation that provides a high quality customer experience.
• Lead the evolution toward modern, AI‑enabled servicing models.
• Own CSAT as a primary CX outcome, setting strategy, targets, and accountability.

Skills

Customer Experience Leadership

Strategic Planning

Operational Efficiency

AI Adoption

Change Management

Education

Bachelor’s degree or equivalent experience

Tools

Kustomer

Job description

A digital financial services company in New York is seeking a Director to lead Customer Experience Operations. This role involves designing and executing customer operations strategies to ensure high-quality service delivery. Responsibilities include leading AI-enabled servicing, ensuring compliance, and driving customer satisfaction outcomes. Candidates should have over 10 years of experience in customer experience leadership and a strong background in operational efficiency. This position offers a remote-first option with an annual pay range of $140,000 – $175,000.