Director Customer Experience

Director of Customer Experience

Full-Time | United States | Membership Services Technology

We are looking for a Director of Customer Experience to lead a team of ~30 agents and supervisors and own the performance, culture, and future direction of our customer operations department.

The team manages inbound and outbound calls, SMS, live chat, and email across membership cancellations, payment resolution, delinquent account outreach, and general member support.

We have invested in automation and modern contact centre technology. Now we need a leader who can execute on the vision, develop the team, and drive measurable results.

You bring:

• 5 or more years leading contact centre or customer service teams of 20 or more

• A proven track record of improving KPIs, not just maintaining them

• Hands-on experience with CRM and contact centre platforms

• Comfort operating in a tech-enabled, automation-first environment

• Subscription or membership industry background is a strong advantage

Click Apply Now to be considered.

Qualified candidates will be contacted directly to discuss the opportunity and compensation in full.