Director, Customer Excellence

• Operational Excellence Feedback Systems: Design and manage feedback systems, implement proactive issue resolution mechanisms, drive data-informed decision-making with dashboards and KPIs, and foster cultural alignment across U.S. and Pune teams.
• Strategic Scalable Program Leadership: Anticipate operational challenges, build scalable growth structures, and help shape Customer Excellence strategy, customer journey insights, and CX measurement.
• Escalation Experience Leadership: Serve as a key escalation point, manage a global escalation framework, resolve complex issues collaboratively, and drive systemic improvements through root cause analysis.
• Team Leadership Development: Mentor a high-performing team, promote operational clarity, and champion a culture of continuous improvement with a solve once, solve forevermindset.

What Youll Need to be Successful

• 10+ years in customer-facing operations, support, or experience roles, with 5+ years in senior leadership.
• Led global, cross-cultural teams of 25+, with a preference for experience managing 100+ across geographies.
• Strong escalation management skills with executive-level and high-value customers.
• Expertise in root cause analysis, customer experience improvement, and feedback systems.
• Highly organized, calm under pressure, and skilled in planning and prioritization.
• Data-driven, with experience building reporting systems and working with platforms like Salesforce, Zendesk, Gainsight, and Intercom.
• Proficient with customer metrics frameworks (NPS, CSAT) and tools like Chattermill and Qualtrics.
• Process-driven, detail-oriented, and experienced in operational transformation and new ideas.
• Experience with turning customer insights into relevant improvements.
• SaaS industry experience, with exposure to automation, AI tools, and customer journey mapping.
• This is a hybrid work-from-home role.