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ApplyBoard · 1 month ago

Customer Experience Destination Head - USA

United States

Full-time

Remote

Senior Level

5+ years exp

ApplyBoard is a mission-driven, hyper-growth organization that simplifies the study abroad process for international students. The Sr. Manager Customer Experience for the US Market will lead global operations of Customer Experience, managing account processes and a high-performing team to deliver an exceptional customer experience.

EducationInternetPaaSSoftware

Responsibilities

Lead and scale a global support organization, managing inbound and outbound activity across multiple time zones and languages

Motivate and drive team engagement; align with company vision; advocate for morale and retention to cultivate committed, high-performing team members

Coach, support, and monitor individual and team performance; identify development opportunities and implement continuous learning and enablement programs

Build, coach, and advance a high-performing global team; implement structured onboarding, ongoing coaching, career development, succession planning, and psychological safety

Foster a culture of continuous learning and enablement with scalable training programs, certifications, and knowledge sharing

Exhibit a positive, engaging, and goal-oriented management style; work effectively with cross-functional teams

Share best practices across operational teams to foster a #OneTeam mindset and cross-functional learning

Lead cross-functional initiatives with Sales, Marketing, Product, Technology, and Education Partnerships to reduce friction and accelerate time-to-value for customers

Improve customer engagement by understanding customer goals; develop strategies that align ApplyBoard with customer needs and streamline workflows to position the US as the market of choice

Manage relationships with educational institutions and partner networks; nurture programs that support partner success and retention

Travel to regional teams and key customers as required to support deployments, training, and stakeholder alignment

Represent the US market internally and externally; communicate with influence, set vision, and provide direction to stakeholders including VP level and above

Has a deep understanding of U.S. visa norms and immigration regulations, including F-1/J-1 visas

Apply a data-driven approach and industry best practices to identify practical solutions and define a clear path to successful implementation

Build and maintain robust customer health KPIs and dashboards; set aspirational targets and ensure accountability

Ensure timely delivery of the ApplyBoard platform experience by coordinating with customers, sales, marketing, product, and technology teams

Leverage technology and tools with a growth and scalability mindset; define adoption strategies in collaboration with Product and other stakeholders

Map end-to-end CX systems landscape; lead large-scale integrations, API strategies, data flows, data models, and data quality initiatives

Drive a data-centric culture by collecting, normalizing, analyzing customer feedback, support data, product telemetry, and market trends to surface opportunities

Maintain a deep understanding of AI capabilities, trends, and practical CX applications in order to implement AI-assisted solutions to scale the organization

Represent the voice of the customer to leadership and influence product and platform decision-making to prioritize customer impact in roadmaps

Develop and execute a comprehensive customer experience strategy, including end-to-end support design, self-serve enablement, in-product guidance, and multi-channel support

Design scalable processes and playbooks for onboarding, escalation management, quality assurance, and continuous improvement; standardize practices for organization-wide reuse

Own direct costs and outcomes for the function, including budgeting, capacity planning, staffing models, cost per contact, and efficiency initiatives; drive cost-to-serve improvements

Establish and govern a customer-centric operating rhythm (cadence, rituals, governance) with transparent reporting to executive leadership

Establish and exceed output metrics (quantity, turnaround times, quality, CSAT) through disciplined performance management

Maintain compliance with data privacy and security requirements (e.g., GDPR, regional standards, FERPA considerations where relevant)

Establish governance for AI usage, model monitoring, bias mitigation, privacy, and compliance

Qualification

Customer Experience LeadershipData-Driven Decision MakingSaaS/PaaS ExperienceBudget ManagementAnalytical SkillsBI Tools ProficiencyChange ManagementTalent DevelopmentCultural IntelligenceFluency in Multiple LanguagesCommunication Skills

Required

5+ years of progressive leadership experience in enterprise-level customer experience, support, or operations, with proven success scaling global teams across multiple regions

5+ years in a Manager level or higher role with P&L or direct budget ownership and direct responsibility for cost and outcomes

5+ years customer facing roles and account management experience

Deep experience in end-to-end customer journeys, multi-channel support, and customer success transformations in a SaaS/PaaS or technology-enabled services environment

Demonstrated ability to implement data-driven KPIs, dashboards, and performance management frameworks; proficient in translating data into actionable strategies

Strong analytical and quantitative skills; strong proficiency in using BI tools (Tableau, Power BI, Looker, etc.), Excel/Sheets, and SQL or similar data querying where needed

Proven track record of leveraging automation, AI, knowledge management, and self-service to scale operations while improving customer outcomes

Excellent communication and storytelling skills; ability to influence senior stakeholders and build rapport with customers, partners, and cross-functional teams

Experience working with global stakeholders and teams across time zones; culturally intelligent with a customer-first mindset

Strong change management, talent development, and organizational design experience; capable of defining organizational structure, roles, and career ladders

Ability to thrive in a fast-paced, entrepreneurial environment and operate with a hands-on mindset when necessary

Experience leading an Operations team with a Customer Experience Mindset

Bachelor's degree required