Director, CX Delivery

This is a fully remote position, open to applicants in United States.

📋 Description

• Define, oversee, and drive exceptional performance and quality standards within the CX team—including productivity, reliability, and customer satisfaction—while managing operational efficiency and costs.

• Create, implement, and execute an organizational strategy that enhances operational efficiency, team performance, business outcomes, and delivers high-quality customer experiences on a large scale.

• Establish our talent management strategy in collaboration with our Learning & Development team, defining and maintaining competency frameworks, career paths, and succession plans.

• Collaborate with Workforce Management to ensure that staffing models, schedules, and capacity plans are aligned with service levels and business priorities.

• Work with key stakeholders to staff across various channels and equip the team to address a wide range of complex issues while managing ambiguous external dependencies.

• Influence the business by elevating team insights through compelling data narratives and customer-centric stories, partnering cross-functionally to enhance our products and services.

• Lead strategies for customer retention and engagement—designing proactive support programs, escalation protocols, and high-touch interventions that enhance LTV and minimize churn.

⛳️ Requirements

• You possess 8-12+ years in customer support and 5-7+ years of leadership experience, with a background in scaling operations and driving organizational transformation across a multi-tiered team.

• Proven ability to develop managers of managers, effectively leading teams and fostering intentional customer-centric cultures.

• Demonstrated experience in assessing organizational capabilities, identifying gaps, and leading organizational redesigns to boost business performance.

• Excel in a rapidly scaling, fast-paced, and ambiguous environment, with a track record of transformational leadership by guiding your team through periods of swift change and complexity.

• A data-driven, customer-centric approach—you advocate for customers through data, are proficient in basic to intermediate SQL queries, and can translate CX data into actionable insights, decisions, and performance measures for leaders and teams.

• You exhibit cultural humility, can build relationships across diverse backgrounds, and possess outstanding interpersonal communication skills.

🏝️ Benefits

• We’re a remote-first company.

• Health insurance plans through Aetna (medical and dental) and MetLife (vision), including FSA and HSA options.

• 401K plan through ADP.

• Lifestyle Spending Account for health, wellness, and family care.

• Monthly stipend for co-working space membership.

• Monthly work-from-home stipend.

• Financial wellness benefits through Northstar.

• Pet discount program through United Pet Care.

• Financial perks and rewards available through PerkSpot.

• EAP access through Aetna.

• One-time stipend for setting up your home office.

• Inclusive family and medical leave policies.

• 12 paid holidays plus 1 Alma Give Back Day.

• Flexible PTO.