Remote Senior Director, Customer Experience & Strategy

Jobgether; EE. UU.; A distancia; USD 172.000 - 215.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Performance bonus

Health coverage

401(k) plan

Paid time off

Parental leave

Wellbeing programs

Remote work with travel

Descripción de la vacante

Jobgether is seeking a senior leader to build and coach a multidisciplinary team of about 20, establishing a culture of accountability and continuous improvement. You will design an enterprise-wide escalation framework and own critical customer escalations, recovery plans, and executive communications.

You will also drive the Voice of Customer, HyperCare, and cross-functional partnerships with Product, Engineering, Data & Analytics, and Support.

Formación

• Progressive leadership experience in a senior role with high-performing teams
• Experience managing executive-level customer escalations and recovery efforts
• Familiar with AI-enabled business applications and data-driven decisions
• Strong planning, budgeting, forecasting, and workforce planning abilities
• Experience scaling customer-facing programs in B2B/SMB environments
• Excellent written, verbal, and presentation skills

Responsabilidades

• Lead a multidisciplinary org of ~20 team members and foster accountability
• Design an enterprise-wide escalation framework including SLAs and comms
• Own senior-level customer escalations and recovery plans with executives
• Establish root-cause analysis processes with Product and Engineering
• Own end-to-end customer journey and Voice of Customer program
• Lead HyperCare during first 120 days post go-live
• Define leading indicators for CX, uptime, and delivery quality
• Direct the PMO and oversee governance across initiatives
• Establish cadence: stand-ups, reviews, scorecards
• Identify AI-enabled internal processes to reduce support demand
• Develop annual strategy, budget, and workforce plan
• Recruit and mentor managers; promote data-informed decisions

Conocimientos

Leadership

Stakeholder management

AI literacy

Executive presence

Strategic planning

Budgeting

Decision making

Educación

Bachelor's degree

Master's degree

Herramientas

Cloud platforms

CRM systems

Citrix

Descripción del empleo

Jobgether is seeking a senior leader to build and coach a multidisciplinary team of about 20, establishing a culture of accountability and continuous improvement. You will design an enterprise-wide escalation framework and own critical customer escalations, recovery plans, and executive communications.

You will also drive the Voice of Customer, HyperCare, and cross-functional partnerships with Product, Engineering, Data & Analytics, and Support.