Description

You will lead and evolve our 40-person Customer Experience (CX) organization, driving CX strategy, AI-enabled innovation, and embedding customer insights across the business. You'll balance human expertise with automation to deliver exceptional support and shape product improvements.

Requirements

• 8+ years in CX or customer support leadership, preferably consumer tech or digital products
• 5+ years leading teams in fast-paced, high-growth environments
• Experience building scalable support operations integrating automation and AI
• Experience partnering with Product and Engineering to influence roadmap
• Bachelor's degree or equivalent experience

Responsibilities

• Lead CX operations including staffing, queue management, metrics, and seasonal readiness
• Develop and execute CX strategy aligned with company priorities, investing in AI and automation
• Own selection and evolution of CX platforms and tools, leading system migrations
• Translate customer feedback into actionable product insights with Product and Engineering
• Embed CX insights across the organization to inform product, marketing, and customer engagement