Customer Technology Director
Core
Leads the strategy, governance, and evolution of the customer technology ecosystem, enabling effective customer journeys from onboarding through expansion and integrating AI into operations.
Role type
Senior IC Customer Technology Director
Builds
Customer technology strategy, AI roadmap, and operational capabilities for support, onboarding, and customer success.
Domain
B2B SaaS / Hotel Commerce
Deliverable
production ML models
Required skills
Customer technology strategy, AI roadmap planning, cross-functional partnership, business case translation, AI governance, vendor management, team leadership, stakeholder engagement, systems thinking, delivery leadership.
Preferred skills
Experience in high-growth enterprise environments, scaling AI-enabled capabilities, responsible AI practices, commercial acumen.
Technologies
CRM, case management, customer success platforms, workflow automation, AI-enabled tools, integrations.
Responsibilities
Partner with Customer teams to create strategy and AI roadmap; Identify and prioritize AI/automation use cases; Translate priorities into business cases and delivery plans; Lead evolution of case management and AI capabilities; Govern AI use per company policy; Define testing protocols for AI; Lead initiatives from discovery to hypercare; Manage vendors and budgets; Coordinate with cross-functional teams; Build and lead a multidisciplinary team.
Seniority
Senior, hands-on IC
