Synergy Pet Group · 1 day ago

Director Customer Experience

United States

Full-time

Remote

Director/Executive

7+ years exp

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Responsibilities

Develop and implement a comprehensive customer experience strategy

Build and execute a Customer Support Tech Stack roadmap, including ticketing systems, knowledge bases, live chat, email management, customer feedback, dashboards, and CRM integration with the policy admin system.

Craft a scalable staffing program with integrated AI and/or BPO functions

Define expectations and measure performance

Lead and mentor our support team, fostering a culture of continuous improvement

Collaborate with business leaders to define and execute a growth roadmap

Analyze customer data and feedback to identify trends, pain points, and opportunities for enhancement

Drive innovation in customer service processes and technologies

Develop and manage the customer experience budget

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer experience managementCRM systemsData analysisCustomer journey mappingProcess optimizationProject managementSupport technologiesAI applicationsPerformance metricsRegulatory requirementsComplianceStrategic planning