Director of Customer Engagement

Job Summary

A company is looking for a Director of Customer Engagement.

Key Responsibilities

• Lead and manage the Customer Support and Customer Review Programs teams to meet operational KPIs and service levels
• Drive process standardization and efficiency while optimizing AI and automation solutions
• Hire, coach, and develop team members, promoting continuous improvement and alignment with company values

Required Qualifications

• Bachelor's degree or equivalent experience in business, customer experience, or a related field
• Minimum 8 years in operational leadership roles within technology or SaaS organizations
• Proven success in operational excellence in customer-facing support and program execution
• Experience implementing and scaling AI and automation tools, with Forethought.ai experience preferred
• Proficient in operational toolsets, including Salesforce Service Cloud and Jira