Sr. Director, Customer Experience and Strategic Execution

Accountabilities

• Lead, develop, and coach a multidisciplinary organization of approximately 20 team members, building a culture of accountability, collaboration, and continuous improvement.

• Design and manage an enterprise-wide escalation framework covering executive, strategic-account, and Tier-3 issues, including severity classifications, service-level expectations, customer communications, and post-incident reviews.

• Take senior-level ownership of critical customer escalations, develop recovery plans, and communicate directly with customer executives to restore trust and drive resolution.

• Establish recurring root-cause analysis processes that identify underlying issues, assign accountable owners, and implement preventive measures in partnership with Product and Engineering.

• Own the end-to-end customer journey and Voice of Customer program, identifying friction across sales, onboarding, go-live, and ongoing product use.

• Lead HyperCare initiatives during the first 120 days following go-live for cloud-based products, accelerating adoption and time to customer value while addressing early churn risks.

• Define and operationalize leading indicators for customer experience, uptime, delivery quality, and customer effort, collaborating with Data & Analytics to identify at-risk customers and trigger proactive interventions.

• Direct the enterprise Project Management Office (PMO), overseeing portfolio governance, cross-functional dependencies, and strategic initiatives such as data conversions, migrations, automated provisioning, and churn reduction.

• Establish a consistent operating cadence through daily stand-ups, weekly performance reviews, monthly business reviews, and executive scorecards that communicate results, trends, root causes, and corrective actions.

• Identify and scale AI-enabled internal processes that improve team productivity and reduce support demand in collaboration with Support, IT, and Data & Analytics.

• Develop the function’s annual strategy, objectives, budget, and workforce plan, ensuring alignment with enterprise priorities and reporting progress to executive leadership and, when needed, the Board of Directors.

• Recruit, mentor, and develop managers and senior professionals, strengthen succession planning, and promote data-informed decisions and sustained operational excellence.

Requirements:

• Typically 7–12+ years of progressive leadership experience in a relevant professional discipline, with a proven record of building high-performing teams and delivering measurable business results.

• Bachelor’s degree or equivalent international qualification in a related field; a master’s degree or equivalent is an advantage.

• Experience in project management, with relevant certifications such as CAPM, PMP, Project+, or equivalent preferred.

• Demonstrated AI literacy, including familiarity with large language models (LLMs), data structures, and AI-enabled business applications.

• Extensive experience managing executive-level customer escalations, leading customer recovery efforts, and driving sustainable root-cause resolution.

• Strong executive presence, commercial awareness, emotional intelligence, and the judgment to challenge decisions constructively while maintaining trusted relationships.

• Experience in strategic planning, budgeting, forecasting, workforce planning, and resource management.

• Proven success designing and scaling customer-facing programs and experiences in B2B and small-to-medium-sized business (SMB) environments.

• Exceptional written, verbal, presentation, storytelling, and documentation skills, including the ability to translate complex data into clear and actionable insights.

• Strong customer orientation, conflict-resolution capabilities, and confidence navigating sensitive conversations and high-pressure situations.

• Demonstrated ability to build cross-functional partnerships, influence stakeholders, align diverse teams, and lead organizational change.

• Advanced analytical, problem-solving, and decision-making skills, with the ability to balance strategic priorities and operational details in a fast-paced environment.

• Strong understanding of industry best practices, business processes, operational systems, and procedures.

• Advanced experience with cloud-based SaaS platforms, client/server technologies, and enterprise software environments.

• Knowledge of regulatory compliance requirements and advanced technical understanding of enterprise infrastructure and applications, including networking, WANs, Citrix, virtual servers, SQL Server, hosted solutions, and third-party integrations.

• Advanced proficiency with Microsoft Office, CRM platforms, SaaS applications, and related business technologies.

• Demonstrated ability to communicate and present effectively at the executive level.

• Experience with practice management software and related services is an advantage.

Benefits:

• Posted annual base salary range of $172,000–$215,000, depending on experience, skills, location, labor market, and internal equity.

• Eligibility for a target performance bonus in addition to base salary.

• Comprehensive health coverage.

• Retirement savings plan with company matching.

• Paid time off and parental leave.

• Wellbeing resources and education support.

• Remote work environment, with travel typically below 25% for client meetings, industry conferences, and site visits as needed.