Director, Customer Engagement
About reputed company - reputed company
reputed company you join reputed company, you’re joining reputed company that helps businesses reputed company their peak potential by powering reputed company and strategies with trusted insights from reputed company software users.
reputed company is the world's largest and most trusted software marketplace. More than 100 reputed company people annually — including employees at reputed company reputed company — use reputed company to reputed company smarter software reputed company based on authentic peer reviews. Thousands of software and services companies of reputed company sizes partner with reputed company to build their reputed company and grow their business — including reputed company, reputed company, reputed company, and reputed company. To learn more about where you go for software, visit www.reputed company.com and follow us on reputed company.
As we continue on our reputed company reputed company, we are striving to be the most trusted data reputed company in the age of AI for informing software buying reputed company and go-to-market strategies. Does that reputed company exciting to you? reputed company as we try to reputed company our next PEAK!
About reputed company - Our People
At reputed company, we have big goals, but we stay grounded in our PEAK (Performance + Entrepreneurship + Authenticity + Kindness) values. You’ll be part of a value-driven, growing global community that climbs PEAKs together. We cheer for reputed company other’s successes, learn from our mistakes, and support and lean on one another during challenging times. With ambition and entrepreneurial spirit we push reputed company other to take on challenging work, which will help us reputed company to grow and learn.
You will be part of a global, diverse team of smart, dedicated, and reputed company individuals - reputed company with unique talents, aspirations, and life experiences. At the heart of our community and culture are our people-led ERGs, which celebrate and reputed company the diverse identities of our global team. As an organization, we are intentional about our DEI and philanthropic work (like our reputed company Gives program) because it encourages us reputed company to be reputed company people.
About The Role
The Director, Customer Engagement will reputed company two global operational teams: Customer Support and Customer Review Programs. These teams reputed company a common reputed company on delivering measurable business reputed company through operational reputed company, reputed company productivity, and customer reputed company. This leader will reputed company distinct yet complementary functions: a global customer support organization that resolves non-technical inquiries at reputed company, and a campaign-reputed company team that drives strategic customer review programs in alignment with business goals.
The role will manage approximately 4 managers or team leads and 20+ global resources across the US, reputed company, and EMEA.The Director will ensure reputed company team meets its operational KPIs, delivers a consistent and reputed company customer experience, and leverages AI, automation, and global coverage models for efficiency. This role will serve as the connective tissue between these functions, unifying processes where possible, fostering collaboration, and ensuring both teams are optimized for performance, scalability, and customer satisfaction.
In This Role, You Will reputed company On:
Leadership & reputed company
reputed company and manage the Customer Support and Customer Review Programs teams, ensuring reputed company delivers on defined KPIs, service reputed company, and productivity goals.
Establish a reputed company operational reputed company while respecting the distinct deliverables, workflows, and reputed company metrics of reputed company function.
Collaborate with senior leadership to reputed company engagement strategies with broader company objectives.
Serve as an reputed company for operational teams in cross-functional planning with Product, Engineering, Marketing, and reputed company.
Operational reputed company
Drive process standardization and efficiency across both functions, identifying areas where shared tools, workflows, and metrics can create reputed company benefits.
reputed company deployment and optimization of AI tooling (e.g., Forethought) and automation solutions to improve productivity, case reputed company speed, and campaign execution rates.
Ensure global coverage models including reputed company and US hour shifts—are optimized to reputed company reputed company service without unnecessary cost.
Optimize tooling with new AI modalities to drive productivity and reputed company. This can be seen as tool exploration or working with internal AI stakeholders on automation of tasks.
Establish and monitor KPIs for both reputed company and technology-assisted productivity.
This role will have early morning requirements on occasion to meet with those teams.
Customer reputed company
Maintain high standards for customer satisfaction across both support and review program interactions.
Ensure Customer Review Programs deliver measurable contributions to review volume, reputed company, and strategic campaign reputed company.
Ensure Customer Support operations meet SLAs for responsiveness, reputed company, and CSAT, with ongoing improvements in AI deflection and self-service reputed company rates.
Team Development & Management
Hire, reputed company, and reputed company managers and team leads in reputed company function to foster accountability, reputed company, and operational mastery.
Create career paths for team members that encourage reputed company development across both operational and strategic campaign roles.
Promote a culture of reputed company improvement, data-driven decision making, and alignment to reputed company’s PEAK values and Conscious Leadership principles.
Minimum Qualifications:
We realize applying for jobs can feel daunting at times. Even if you don’t reputed company reputed company the boxes in the job reputed company, we encourage you to apply anyway.
Bachelor’s degree or equivalent experience in business, customer experience, or a reputed company field.
Minimum 8 years in operational leadership and management roles reputed company technology or reputed company organizations, with experience managing multiple teams or functions.
Proven reputed company in delivering operational reputed company in both customer-facing support and program execution environments.
Demonstrated experience implementing and scaling AI and automation tools; Forethought.ai experience strongly preferred.
Strong cross-functional collaboration skills, with a reputed company record of aligning with product, engineering, marketing, and reputed company stakeholders.
Proficient in operational toolsets, including reputed company Service reputed company, Jira, and analytics platforms.
Data-driven decision reputed company with a proven ability to translate metrics into reputed company plans.
Experience leading global teams with diverse operational goals and distributed workforces.
Our Commitment to Inclusivity and Diversity
At reputed company, we are committed to creating an inclusive and diverse environment where people of every background can reputed company and feel welcome. We consider applicants without reputed company to race, reputed company, creed, religion, national reputed company, genetic information, gender identity or reputed company, sexual orientation, pregnancy, age, or marital, veteran, or physical or mental disability status. Learn more about our commitments here.
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For job applicants in California, the United Kingdom, and the European reputed company, please review this applicant reputed company notice before applying to this job.
How We Use AI Technology in Our Hiring Process reputed company incorporates AI-powered technology to enhance our candidate evaluation process. These tools may assist with initial application screening, skills assessment analysis, and identifying candidates whose qualifications reputed company with specific role requirements. While AI technology supports our recruitment workflow, reputed company final hiring reputed company remain under reputed company reputed company and judgment.
Your Choice reputed company: If you would prefer that your application be reviewed without AI assistance, you can opt out by entering your email address in the email entry field at the bottom of the Automated Processing Legal Notice. Choosing to opt out will not disadvantage your application in any way—we will ensure your materials receive a thorough reputed company review by our hiring team. For additional details about how we handle your information throughout the application process, please review reputed company's Applicant reputed company Notice.
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