Director, Customer Experience jobs in United States
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Splice · 1 day ago

Director, Customer Experience

positionUnited States
timeFull-time
remoteRemote
seniorityDirector/Executive
money$144K/yr - $180K/yr
date7+ years exp

Splice is a creative platform for people who make music, and they are seeking a Director of Customer Experience to shape and elevate customer interactions. This leadership role involves defining the customer experience vision, overseeing support strategy, and building scalable systems to enhance user satisfaction and loyalty.

Machine LearningMedia and EntertainmentMusicSoftware
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Comp. & Benefits
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H1B Sponsor Likelynote

Responsibilities

Define and lead Splice’s end-to-end customer experience strategy, ensuring alignment with company goals and creator needs
Own the CX and Support roadmap, driving initiatives that strengthen customer satisfaction, retention, and loyalty
Build, mentor, and scale a high-performing customer experience organization, setting standards for excellence across channels
Lead new and strategic CX initiatives that drive revenue and long-term growth, including sales and cancellation support, AI-powered experience enhancements, and innovative loyalty programs to increase retention and engagement
Partner closely with Product, Engineering, Marketing, and Analytics teams to surface insights, influence roadmaps, and improve the customer journey
Develop and optimize processes, tools, and service workflows to deliver efficient, high-quality support at scale
Lead Voice of Customer programs, synthesizing qualitative and quantitative insights to identify trends, gaps, and opportunities
Use data-driven analysis to inform improvements to support operations, help center content, and self-service experiences
Communicate findings, recommendations, and priorities to stakeholders at all levels, driving alignment and action across the organization

Qualification

Customer experience strategyCX operations leadershipData-driven analysisCX systems expertiseSupport platforms knowledgeCustomer journey frameworksStakeholder managementExperience as music creatorExceptional communicationOrganizational skillsCollaborative mindsetSelf-motivated

Required

Bachelor's degree in a relevant field; advanced degree preferred
7+ years of progressive experience in customer experience, customer support, or service operations leadership
Proven success building and managing customer-facing teams within fast-paced, high-growth environments
Strong operational and technical proficiency, with expertise in CX systems, support platforms, CRMs, and workflow optimization tools
Demonstrated ability to use data and analytics to drive decisions, improve processes, and measure customer sentiment
Exceptional communication and stakeholder management skills, with the ability to influence cross-functional partners and senior leadership
Experience designing scalable support strategies, self-service systems, and customer journey frameworks
Highly organized, autonomous, and comfortable leading initiatives with significant visibility and impact
Experience as a music creator, preferably as a producer or composer

Preferred

Experience with Intercom is a plus
Experience working in high-growth tech or SaaS organizations
A collaborative mindset with a strong sense of ownership and a bias toward action
Self-motivated and energized by fast-paced, remote-first environments

Company

Splice

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Glassdoor4.0
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Splice is a cloud-based music creation platform that provides musicians and producers with access to audio samples across various genres.
dateFounded in 2013
location
New York, New York, USA
people-size51-200 employees
web-link
http://splice.com

H1B Sponsorship

Splice has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (1)
2023 (1)
2022 (2)
2021 (2)
2020 (1)

Funding

Current Stage
Late Stage
Total Funding
$159.75M
Key Investors
Goldman Sachs Growth EquityFlybridgeTrue Ventures
2021-02-22Series D· $55M
2019-03-20Series C· $57.5M
2017-12-14Series B· $35M

Leadership Team

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Kakul Srivastava
Chief Executive Officer
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Steve Martocci
Co-founder, Executive Chairman
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Recent News

Music Business Worldwide
UMG and Splice team up to collaborate on ‘next generation’ AI music creation tools
2025-12-20
Mediagazer
Universal Music Group partners with music creation platform Splice to build "advanced commercial AI tools" for musical artists (Ethan Millman/The Hollywood Reporter)
2025-12-19
Digital Music News
UMG, Splice Ink AI-Focused Licensing & Content Collaboration Deal
2025-12-19
Company data provided by crunchbase