Sr. Director, Customer Experience and Strategic Execution

Jobgether; United States; Remote; USD 172.000 - 215.000; Vollzeit

Benefits dieser Stelle

Performance bonus

Health coverage

401(k) plan

Paid time off

Parental leave

Wellbeing programs

Remote work with travel

Zusammenfassung

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.

Qualifikationen

• 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

Aufgaben

• 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

Kenntnisse

Leadership

Stakeholder management

AI literacy

Executive presence

Strategic planning

Budgeting

Decision making

Ausbildung

Bachelor's degree

Master's degree

Tools

Cloud platforms

CRM systems

Citrix

Jobbeschreibung

Accountabilities

• Lead, develop, and coach a multidisciplinary organization of approximately 20 team members, building a culture of accountability, collaboration, and continuous improvement.
• Design and manage an enterprise-wide escalation framework covering executive, strategic-account, and Tier-3 issues, including severity classifications, service-level expectations, customer communications, and post-incident reviews.
• Take senior-level ownership of critical customer escalations, develop recovery plans, and communicate directly with customer executives to restore trust and drive resolution.
• Establish recurring root-cause analysis processes that identify underlying issues, assign accountable owners, and implement preventive measures in partnership with Product and Engineering.
• Own the end-to-end customer journey and Voice of Customer program, identifying friction across sales, onboarding, go-live, and ongoing product use.
• Lead HyperCare initiatives during the first 120 days following go-live for cloud-based products, accelerating adoption and time to customer value while addressing early churn risks.
• Define and operationalize leading indicators for customer experience, uptime, delivery quality, and customer effort, collaborating with Data & Analytics to identify at‑risk customers and trigger proactive interventions.
• Direct the enterprise Project Management Office (PMO), overseeing portfolio governance, cross‑functional dependencies, and strategic initiatives such as data conversions, migrations, automated provisioning, and churn reduction.
• Establish a consistent operating cadence through daily stand-ups, weekly performance reviews, monthly business reviews, and executive scorecards that communicate results, trends, root causes, and corrective actions.
• Identify and scale AI-enabled internal processes that improve team productivity and reduce support demand in collaboration with Support, IT, and Data & Analytics.
• Develop the function’s annual strategy, objectives, budget, and workforce plan, ensuring alignment with enterprise priorities and reporting progress to executive leadership and, when needed, the Board of Directors.
• Recruit, mentor, and develop managers and senior professionals, strengthen succession planning, and promote data‑informed decisions and sustained operational excellence.

Requirements:

• Typically 7–12+ years of progressive leadership experience in a relevant professional discipline, with a proven record of building high‑performing teams and delivering measurable business results.
• Bachelor’s degree or equivalent international qualification in a related field; a master’s degree or equivalent is an advantage.
• Experience in project management, with relevant certifications such as CAPM, PMP, Project+, or equivalent preferred.
• Demonstrated AI literacy, including familiarity with large language models (LLMs), data structures, and AI‑enabled business applications.
• Extensive experience managing executive-level customer escalations, leading customer recovery efforts, and driving sustainable root‑cause resolution.
• Strong executive presence, commercial awareness, emotional intelligence, and the judgment to challenge decisions constructively while maintaining trusted relationships.
• Experience in strategic planning, budgeting, forecasting, workforce planning, and resource management.
• Proven success designing and scaling customer‑facing programs and experiences in B2B and small‑to‑medium‑sized business (SMB) environments.
• Exceptional written, verbal, presentation, storytelling, and documentation skills, including the ability to translate complex data into clear and actionable insights.
• Strong customer orientation, conflict‑resolution capabilities, and confidence navigating sensitive conversations and high‑pressure situations.
• Demonstrated ability to build cross‑functional partnerships, influence stakeholders, align diverse teams, and lead organizational change.
• Advanced analytical, problem‑solving, and decision‑making skills, with the ability to balance strategic priorities and operational details in a fast‑paced environment.
• Strong understanding of industry best practices, business processes, operational systems, and procedures.
• Advanced experience with cloud‑based SaaS platforms, client/server technologies, and enterprise software environments.
• Knowledge of regulatory compliance requirements and advanced technical understanding of enterprise infrastructure and applications, including networking, WANs, Citrix, virtual servers, SQL Server, hosted solutions, and third‑party integrations.
• Advanced proficiency with Microsoft Office, CRM platforms, SaaS applications, and related business technologies.
• Demonstrated ability to communicate and present effectively at the executive level.
• Experience with practice management software and related services is an advantage.

Benefits:

• Posted annual base salary range of $172,000–$215,000 , depending on experience, skills, location, labor market, and internal equity.
• Eligibility for a target performance bonus in addition to base salary.
• Comprehensive health coverage.
• Retirement savings plan with company matching.
• Paid time off and parental leave.
• Wellbeing resources and education support.
• Remote work environment, with travel typically below 25% for client meetings, industry conferences, and site visits as needed.