Director Customer Experience Full Time NEW

Position Overview

We are seeking a highly strategic and execution-focused individual to help modernize and scale the systems, tools, automation, reporting, and workflows that power our media and advertising business.

This role sits at the intersection of Operations, AI, Reporting, Sales Enablement, Customer Experience, and Fulfillment. The ideal candidate is equally comfortable building roadmaps, requirements, and solving day-to-day execution challenges.

You will lead initiatives that improve efficiency, automate workflows, enhance reporting capabilities, streamline fulfillment operations, and create a better experience for both customers and internal teams.

This role will also play a key part in helping scale and operationalize a globally distributed support and fulfillment model.

Key Responsibilities

Global Operations Process & Tooling

• Help evolve the organization from reactive support structures to scalable, process-driven operational teams using modern tools
• In partnership with personal leaders, help scale a globally distributed operational support model across Sales Support and Post Sales functions
• Partner closely with external global staffing and operational partners to improve structure, accountability, quality, communication, and performance
• Design scalable workflows and operational processes that allow work to be efficiently distributed across domestic and international teams
• Identify opportunities to expand global support capabilities while improving efficiency, responsiveness, and customer experience
• Work with leaders to establish performance metrics, reporting visibility, and operational accountability across globally distributed resources
• Collaborate with executive leadership on long-term global operational strategy, resourcing, and scalability planning

Customer & Internal Reporting

• Oversee end-to-end client reporting operations and reporting platform management
• Partner with cross-functional teams to improve reporting visibility and business insights
• Ensure reliability and accuracy of reporting data sources and integrations
• Identify and implement automation opportunities for reporting setup, maintenance, and delivery
• In partnership with other departments, develop operational roadmaps for reporting enhancements and system improvements

AI, Automation & Operational Efficiency

• Lead AI and automation initiatives focused on improving the sales rep and customer experience
• Identify and implement tools that reduce manual work and improve scalability
• Evaluate operational workflows and introduce automation to improve efficiency across teams
• Oversee communication and phone technology platforms supporting customer and seller interactions
• Drive innovation in support/service strategy, campaign tools, operational workflows, and time-saving automation

Workflow & Ticketing Operations

• Oversee internal workflow management and ticketing systems across Sales and Post Sales operations
• Improve escalation management, fulfillment coordination, and operational accountability
• Build scalable workflows that improve response times, visibility, and customer outcomes

Cross-Functional Leadership

• Identify, build, and deliver fit-for-purpose operational solutions across Sales and Post Sales fulfillment teams
• Collaborate across Sales, Marketing, Product, Legal, Finance, Operations, and Customer Support teams
• Use AI-assisted analytics and operational data to drive decision-making
• Identify growth opportunities through data-validated operational insights
• Lead globally distributed teams and external partners
• Design operational roadmaps for process and system improvement rollouts
• Lead through influence, collaboration, and empowerment

Qualifications

• 10+ years of experience in operations, automation, revenue operations, media operations, customer operations, or related leadership roles
• Strong experience with reporting platforms, workflow automation, CRM ecosystems, and operational systems
• Experience implementing AI and operational efficiency initiatives
• Proven ability to lead cross-functional projects from strategy through execution
• Strong analytical and problem-solving capabilities
• Excellent communication and stakeholder management skills
• Ability to thrive in fast-moving, entrepreneurial environments

Preferred Experience

• Media, advertising, SaaS, marketplace, or customer experience environments
• Salesforce, reporting automation, ticketing systems, telephony/call center platforms, and AI tooling
• Workflow optimization and customer retention initiatives
• Experience working with distributed or global teams