Director, Customer Experience
Core
Lead Phone, Email, and Chat teams to drive customer satisfaction, service levels, and productivity within a 24/7 omni-channel operation.
Role type
Director of Customer Experience (Omni-channel)
Builds
Scalable customer support operations and AI-integrated workflows for a FinTech platform.
Domain
FinTech / Customer Experience Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Large operational team leadership, learning agility, strategic problem solving, empathetic direct leadership, cross-functional alignment, technology and operations builder mentality, business acumen
Preferred skills
Multi-channel support leadership, FinTech experience, scaling startup operations
Technologies
AI, automation, workflow tooling
Responsibilities
Own day-to-day channel execution for Phone, Email, and Chat; Develop CX leadership by coaching managers and building accountability; Serve as an escalation point for high-priority complex issues; Improve tools, workflows, and channel execution through data and feedback; Challenge operating models and metrics to meet evolving needs; Shape the AI-powered future of CX; Turn strategy into scalable operations and change management.
Seniority
Director, hands-on IC with leadership scope