Senior Director, Customer Experience & Operations

About the Company

The Senior Director, Customer Experience & Operations will define and lead the end-to-end customer experience strategy across North America, overseeing a large-scale, multi-functional organization including Customer Support, Technical Support, Software Support, and Inside Sales. This role is responsible for both strategic transformation and operational excellence, with a strong focus on modernizing the customer experience through technology, data, and process innovation. The incumbent will lead the evolution of a complex, multi-channel contact center environment into a scalable, digitally enabled, and insight-driven CX ecosystem. Serving both B2B customers (hearing care professionals and clinics) and B2C end users, this leader will play a critical role in driving customer satisfaction, retention, and business growth.

About the Role

Key Responsibilities

Customer Experience Strategy & Transformation

• Define and execute a forward-looking customer experience strategy aligned with commercial and digital priorities
• Lead end-to-end contact center transformation, including omnichannel capabilities, AI, and automation
• Establish and optimize customer journey frameworks to enhance experience, efficiency, and outcomes
• Embed a customer-first mindset across all customer-facing functions

Technology & Innovation

• Own and evolve the CX technology ecosystem, including workforce management, telephony, CRM, and support tools
• Lead implementation and optimization of platforms such as Calabrio, NICE, Genesys, or similar
• Partner with IT and Digital teams to deploy next-generation CX solutions (AI, self-service, analytics)
• Leverage data and insights to drive continuous improvement and predictive decision-making

Operational Leadership

• Lead a 400+ employee, multi-functional organization, ensuring alignment, scalability, and high performance
• Drive excellence in service delivery, quality, and productivity across all channels
• Establish and manage KPIs, SLAs, and performance metrics to ensure consistent customer outcomes
• Balance day-to-day operational execution with long-term strategic initiatives

Commercial Alignment & Growth

• Partner with Commercial and Sales leadership to align CX strategies with revenue growth and retention goals
• Oversee integration of Inside Sales within the CX model, ensuring a seamless customer journey
• Identify opportunities to enhance customer engagement, adoption, and lifetime value

Leadership & Organizational Development

• Build and develop a high-performing leadership team capable of scaling with the business
• Foster a culture of accountability, innovation, and continuous improvement
• Lead change management initiatives related to technology adoption and transformation
• Act as a voice of the customer, influencing cross-functional strategy and decision-making

Your Profile

Experience

• 10+ years of progressive leadership experience in Customer Experience, Customer Success, or Customer Operations
• Proven success leading large-scale contact center operations and transformation initiatives
• Experience implementing and optimizing CX technologies (e.g., Calabrio, NICE, Genesys, or similar)
• Demonstrated leadership of complex, multi-functional teams (support, technical support, software support, inside sales)
• Experience in B2B environments; healthcare, med device, or regulated industry experience preferred

Skills & Competencies

• Strong strategic mindset with the ability to translate vision into scalable execution
• Deep understanding of modern CX trends (AI, automation, omnichannel, self-service)
• Proven ability to lead through organizational change and transformation
• Excellent stakeholder management and cross-functional collaboration skills
• Data-driven approach with strong focus on metrics, insights, and continuous improvement

Our Offer

• Opportunity to lead and transform a large-scale, high-impact customer organization
• Significant exposure to executive leadership and cross-functional strategy
• Ability to shape the future of customer experience through technology and innovation
• A collaborative and dynamic environment within a global organization