Director of Customer Engagement - Remote

Overview

The Director, Customer Engagement will lead two global operational teams: Customer Support and Customer Review Programs, focusing on delivering measurable business outcomes through operational excellence and customer impact.

In Short

• Lead and manage Customer Support and Customer Review Programs teams.
• Establish a unified operational vision while respecting distinct deliverables.
• Collaborate with senior leadership to align engagement strategies.
• Drive process standardization and efficiency across both functions.
• Oversee deployment and optimization of AI tooling and automation solutions.
• Maintain high standards for customer satisfaction.
• Hire, coach, and develop managers and team leads.
• Create career paths for team members.
• Promote a culture of continuous improvement.

Requirements

• Bachelor’s degree or equivalent experience in business or customer experience.
• Minimum 8 years in operational leadership roles within technology or SaaS.
• Proven success in delivering operational excellence.
• Experience implementing and scaling AI and automation tools.
• Strong cross-functional collaboration skills.
• Proficient in operational toolsets like Salesforce Service Cloud and Jira.
• Data-driven decision maker.
• Experience leading global teams.

Benefits

• Inclusive and diverse work environment.
• Opportunities for professional growth.
• Supportive team culture.
• Commitment to DEI initiatives.