Remote Otter LogoRemoteOtter

Senior Director of Customer Experience - Remote

Posted Yesterday
Customer Service
Full Time
USA

Overview

As Sr. Director of Customer Experience, you will be responsible for shaping and leading the overall customer experience strategy. By deeply understanding customer needs, feedback, and behaviors, you will drive initiatives that improve satisfaction, loyalty, and engagement.

In Short

  • Define customers as end users and developers.
  • Develop and implement customer sentiment monitoring systems.
  • Own end user communication strategy during service disruptions.
  • Design and execute trust and engagement programs.
  • Align internal processes with a best-in-class customer experience.
  • Measure success through customer satisfaction metrics.

Requirements

  • 10+ years experience in customer experience or communications.
  • Proven experience in change management in a B2B technology environment.
  • Strong emotional intelligence and a customer-first mindset.

Benefits

  • Flexible hybrid work arrangement.
  • Opportunity to work remotely.
  • Be part of a global cloud communications leader.
Vonage logo

Vonage

Vonage is a global leader in cloud communications, providing innovative solutions that empower businesses to connect with their customers through voice, messaging, and video services. With a strong commitment to compliance and regulatory standards, Vonage ensures that its commercial operations and new product development processes are aligned with legal requirements across various markets. The company leverages extensive telecom experience and a deep understanding of global communication products to deliver compliant contracting models and establish efficient governance processes, enabling it to operate effectively within its compliance risk appetite.

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