Remote Senior Director, CX & Strategy Execution

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

Job summary

Henry Schein One is seeking a Sr. Director, Customer Experience & Strategic Execution to lead a multi-disciplinary team and drive enterprise-level programs that improve customer retention, onboarding outcomes, and service quality.

You will own the customer journey, establish escalation processes, and partner with Product, Technology, Support, Sales, and Finance to deliver measurable improvements. The role requires strong leadership, strategic planning, and a bias for action, with the ability to

Qualifications

• 7–12+ years of progressive leadership experience.
• Bachelor’s degree or global equivalent in a related field.
• Project management certifications (CAPM, PMP, Project+ or equivalent).
• Demonstrated AI literacy with LLMs and data applications.
• Proven leadership building high-performing teams and delivering results.
• Experience managing executive-level customer escalations and driving root-cause resolution.

Responsibilities

• Build and develop a 20-person multi-discipline team including key managers.
• Design and own an enterprise escalation intake and closure process.
• Lead executive customer recovery for critical escalations.
• Establish and govern recurring root-cause reviews with preventive measures.
• Own end-to-end customer journey map and VOC program.
• Lead HyperCare for 120 days post go-live to accelerate adoption.
• Define leading indicators and partner with Data & Analytics for health signals.
• Direct the enterprise PMO for portfolio governance and strategic programs.
• Institutionalize operating cadence with metrics and scorecards.
• Identify and scale AI-enabled internal processes with cross-team collaboration.
• Develop annual strategy, objectives, budget, and staffing plan.
• Hire and develop managers; build succession and ownership culture.

Skills

Leadership

Strategic thinking

Stakeholder management

Data-driven decisions

Communication

AI literacy

Education

Bachelor’s degree

Master’s degree

Tools

CRM platforms

SaaS applications

Microsoft Office

Job description

Henry Schein One is seeking a Sr. Director, Customer Experience & Strategic Execution to lead a multi-disciplinary team and drive enterprise-level programs that improve customer retention, onboarding outcomes, and service quality.

You will own the customer journey, establish escalation processes, and partner with Product, Technology, Support, Sales, and Finance to deliver measurable improvements. The role requires strong leadership, strategic planning, and a bias for action, with the ability to