Remote Senior Director, Customer Experience & Strategy

Henry Schein One, LLC; United States; Remote; USD 172,000 - 215,000; Full time

Benefits offered by this job

Health coverage

401(k) with company match

Paid time off

Job summary

Henry Schein One, LLC is seeking a Sr. Director of Customer Experience & Strategic Execution to drive cross-functional alignment across Product, Technology, Support, onboarding, and Sales.

You will lead an org of ~20, define escalation processes, and own strategic PMO, with a focus on reducing churn and increasing customer value. The role requires exceptional judgment, ownership, and a data-driven approach, with remote work within the United States and up to 25% travel.

Qualifications

• Bachelor's degree or global equivalent in a related field.
• 7-12+ years of progressive leadership experience.
• Proven track record managing executive-level customer escalations and driving root-cause resolution.

Responsibilities

• Lead org of ~20, including Escalations Manager and PMO Director.
• Design enterprise escalation intake, SLAs, and post-incident reviews.
• Own end-to-end customer journey and Voice of Customer program.

Skills

Leadership

Executive presence

AI literacy

Cross-functional collaboration

Strategic planning

Budgeting/Forecasting

Education

Bachelor's degree or global equivalent

Master's degree or global equivalent

Tools

CRM platforms

Henry Schein solutions

Cloud-based SaaS environments

Job description

Henry Schein One, LLC is seeking a Sr. Director of Customer Experience & Strategic Execution to drive cross-functional alignment across Product, Technology, Support, onboarding, and Sales.

You will lead an org of ~20, define escalation processes, and own strategic PMO, with a focus on reducing churn and increasing customer value. The role requires exceptional judgment, ownership, and a data-driven approach, with remote work within the United States and up to 25% travel.