Director, Customer Health Center of Excellence

1 hour, 55 minutes ago
Full-time
Executive
Customer and Technical Support
Bazaarvoice

Bazaarvoice

Bazaarvoice provides a software as a service platform that enables brands and retailers to manage and leverage user-generated content at scale, facilitating authentic shopper experiences through the collection, curation, and distribution of consumer-ge...

Internet Software & Services
251-1K
Founded 2005

Description

  • Establish and lead the global Customer Health Center of Excellence as the owner of customer health strategy, frameworks, and standards.
  • Define and drive a shared global definition of customer health across regions, segments, and teams.
  • Create governance models, operating rhythms, and success metrics that scale globally.
  • Lead global customer journey mapping to identify universal and regional friction points.
  • Partner with internal stakeholders to align journey insights, execution, resourcing, and measurement.
  • Own the global voice-of-customer strategy and synthesize feedback into an enterprise view.
  • Deliver executive-ready insights on customer sentiment, regional risks, segment risks, and strategic opportunities.
  • Build and maintain globally consistent customer health and risk management playbooks, including scores, thresholds, escalations, and interventions.
  • Partner with Enablement to drive adoption of customer health playbooks through training, tooling, and reinforcement.
  • Build cross-functional partnerships and lead initiatives that address systemic drivers of churn and dissatisfaction.

Requirements

  • 10+ years of experience in customer success, customer experience, operations, strategy, or analytics roles in global organizations.
  • Demonstrated success building or scaling a Center of Excellence, customer health function, or global CX program.
  • Deep experience with customer success platforms such as Gainsight and lifecycle analytics.
  • Proven ability to lead through influence across regions, cultures, and matrixed teams.
  • Global mindset with the ability to balance standardization and regional flexibility.
  • Strong executive presence and storytelling skills with data and customer insight.
  • Highly collaborative leadership style with a track record of cross-functional impact.
  • Analytical, systems-oriented thinking that simplifies complexity and drives action.
  • Customer-obsessed approach with a passion for continuous improvement at scale.
  • Background check required for the successful candidate.

Benefits

  • Remote work within the United States.
  • On-target earnings of $180,000 to $240,000 a year.
  • Potential total compensation outside the posted range depending on location, experience, market conditions, education, training, and skill level.
  • Equal employment opportunity and an inclusive workplace culture.
  • Opportunity to work at a Great Place to Work–recognized company.

Interested in this position?

Apply directly on the company website

Apply Now

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