Director, Strategic Customer Relations
Core
Own strategy, operations, and outcomes for customer escalations, back office functions, credit reporting, and social media support to transform reactive processes into a structured, metrics-driven function.
Role type
Senior leadership Director of Customer Operations
Builds
Scalable escalations operation, back office infrastructure, and unified data reporting systems
Domain
Fintech / Payments / Customer Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Building functions from scratch, managing outsourced/BPO teams, leveraging AI in operations, ticketing system proficiency, stakeholder alignment, data infrastructure design, operational metrics definition
Preferred skills
Fintech/payments background, high-growth startup experience, mature escalations benchmark, social media support operations
Technologies
Linear, Sigma, AI-powered agent tools, Slack bots
Responsibilities
Define 1–2 year vision and work-back plan for escalations function; Build operating infrastructure (processes, metrics, tooling); Lead hybrid team model (internal + outsourced); Implement AI tools to reduce volume and improve resolution; Partner with Risk, Compliance, Legal, and Tech on complex escalations; Feed escalation themes to Product/Engineering; Establish data infrastructure connecting ticketing to analytics; Oversee back office operations (statements, SCRA, bankruptcy, deceased notices); Provide strategic oversight of social media support channels
Seniority
Director, hands-on IC with strategic scope