Associate Director, Customer Experience & Continuous Improvement - Remote

Overview

The Associate Director, Customer Experience & Continuous Improvement will lead efforts to identify, track, and resolve pressing customer-impacting issues across products and services, enhancing customer experience and ensuring cross-functional alignment.

In Short

• Lead development of strategies for understanding and triage of critical customer issues.
• Define, track, and communicate KPIs for customer issue management.
• Champion a customer-first mindset across the organization.
• Oversee customer issue management from intake to resolution.
• Ensure timely resolution of high-impact customer issues.
• Evaluate existing processes for improvement opportunities.
• Identify trends through data analysis.
• Develop process improvements to enhance customer experience.
• Collaborate with cross-functional teams for effective problem-solving.
• Support a culture of excellence and continuous learning.

Requirements

• Bachelor’s degree in Engineering, Business, or related field.
• 8+ years of experience in customer experience or quality assurance.
• 3+ years in a leadership role driving cross-functional initiatives.
• Strong analytical and project management skills.
• Excellent written and verbal communication skills.
• Ability to influence across all levels in a matrixed environment.
• Agile learner with a sense of urgency.

Benefits

• Competitive salary and benefits package.
• Opportunities for personal and professional growth.
• Supportive work environment that values contributions.
• Culture of accountability and continuous improvement.
• Flexibility in work arrangements.