Director, Customer Experience Systems & Insights

4 weeks, 1 day ago
Full-time
Executive
Data Science and Analytics
PetDesk

PetDesk

PetDesk provides veterinary software designed to enhance clinic efficiency and client communication through features such as integrated phone systems, direct booking, AI-powered notes, and automated customer service tools, enabling pet owners to manage...

Health Care Providers & Services
51-250
Founded 2013
$16M raised

Description

  • Design, scale, and optimize systems that support the end-to-end customer journey and success metrics.
  • Translate company priorities into CX initiatives and operational plans.
  • Manage the CX tool stack and budget.
  • Implement AI, self-service automation, and governance for CX workflows.
  • Oversee metrics, reporting, and executive/Board-level insights.
  • Build and maintain an intake, prioritization, and sequencing process for CX work.
  • Assess, select, implement, and continuously optimize CX tools and workflows.
  • Drive adoption of the CX tech stack across CX and cross-functional teams.
  • Develop executive-ready dashboards and analytics that identify trends and inform decisions.
  • Lead stakeholder meetings and enablement sessions to support adoption and alignment.

Requirements

  • 5+ years of experience in customer experience, support operations, or a related operations role.
  • At least 2 years of leadership experience.
  • Experience owning a CX tool stack end-to-end, including optimization, adoption, reporting, and vendor management.
  • Experience building reporting and analytics infrastructure for executive leadership.
  • Experience managing at least one direct analyst- or coordinator-level report.
  • Track record of process improvements with measurable efficiency or cost impact.
  • Ability to build spreadsheets, forecasting models, and capacity plans that support operational decisions.
  • Experience using AI to build and/or optimize processes.
  • Experience with Salesforce, HubSpot, ChurnZero or Gainsight, project management tools such as Klient or Wrike, Zendesk, and Gong.
  • CCXP certification or similar industry credentials are highly valued.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Senior Technology Vendor Manager

PENN Entertainment 10K-50K Hotels, Restaurants & Leisure

PENN Entertainment is seeking a Senior Technology Vendor Manager to govern and manage its technology vendor portfolio, coordinating contracts, renewals, performance, and stakeholder processes across digital gaming, sports betting, casino, and retail operations.

Confluence JIRA SAP
17 hours, 9 minutes ago

Manager, Network Contracting (Texas)

Oscar 1K-5K Insurance

Oscar is hiring a Manager of Network Contracting to lead provider contract negotiations and a contracting team while strengthening network quality, accessibility, and financial performance across Texas.

17 hours, 24 minutes ago

Supervisor, NOC

DYOPATH 251-1K Internet Software & Services

DYOPATH is seeking a remote Supervisor, Network Operations Center, to lead NOC personnel, coordinate critical incident response, improve service operations, and strengthen client support.

17 hours, 39 minutes ago

Pharmacy Outreach Supervisor

Shields Health Solutions 1K-5K Health Care Providers & Services

The Patient Outreach Supervisor at Shields Health Solutions leads hospital-based pharmacy outreach teams, overseeing daily operations, performance, compliance, and collaboration with hospital and regional partners to support patient growth and engagement.

17 hours, 54 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers