Customer Experience Director

We're seeking an exceptional people and strategy leader to help build solutions for complex problems, establish scalable processes and drive efficiency improvements.

As part of the Customer leadership team, you'll work alongside the partners in Customer Experience to improve efficiency, drive company OKRs, increase productivity and scale the organization. Expect to work closely with product, finance, talent, and ops as you drive interconnectedness between our voice of the customer, our customer support teams and various business functions, while benchmarking the department's overall performance.

Please only apply if you have experience in scaling teams into the hundreds, and have previously directly managed various levels of leadership, coached and inspired a team of 200 or more employees.

Responsibilities

• Enhance and optimize the organization workflows and productivity
• Identify, measure and deliver department and company goals
• Partner with business leaders across the company to understand ideal business outcomes and build strategies to support
• Effectively communicate complex information regularly to a wide variety of audience via Google docs, Slack, Video conferencing and more
• Build change management plans and strategies for a frictionless employee experience

Requirements

• Minimum 10 years of experience, in a senior leadership or operational role
• Insurance experience, a major plus
• Experience maintaining company culture and employee satisfaction at any scale
• Strong people management and team leadership skills
• Impressive presentation development capabilities
• Advanced knowledge of both Excel and G Suite products; Looker and SQL are an advantage
• Proven ability to develop and execute a strategic plan across multiple business units
• Ability to manage a remote organization