Director, Customer Experience

Ibotta•Denver, CO

12h•$113,000 - $132,000•Hybrid

About The Position

Ibotta is seeking a Director, Customer Experience to join our innovative team and contribute to our mission to Make Every Purchase Rewarding. This role is designed for a visionary who can bridge the gap between high-level strategy and tactical execution. The ideal candidate is a champion of efficiency who excels at navigating complex cross-functional relationships, standardizing scalable workflows, and leveraging data-driven insights to eliminate obstacles and enhance the overall customer experience. This position is located in Denver, Colorado as a hybrid position requiring 3 days in office (Tuesday, Wednesday, and Thursday). Candidates must live in the United States.

Requirements

7-10 years of experience, preferably in an operations, project management, or strategy role
5-7 years of people management
Bachelor’s degree preferred
Experience with software development, product management, process improvement, and project management methodologies
Ability to motivate and coach a team
A strategic perspective to problem solving, with the ability to analyze quantitative and qualitative data and provide strategic recommendations and creative solutions
Track record of leading scalable process improvements and driving results in fast-paced, dynamic environments
Proven experience executing complex strategic and operational initiatives with minimal oversight
Business acumen to have a vision of the whole business process when problem solving for a piece of it; ability to assess how current actions impact the whole process
Excellent communication and interpersonal skills that shepherd stakeholders along and fosters collaboration
Ability to make judgment calls based on the needs of the business

Responsibilities

Partner with the VP of Customer Operations on the vision for operational, tool and organization improvement of the Client, Consumer, and Publisher Operations teams.
Lead and consult on strategies and company-wide initiatives that result in global, innovative changes which enhance the customer experience and operational efficiency.
Advocate for resources, cross-functional support, and product investment as needed to achieve successful outcomes.
Build strong relationships with technology and business partners across the organization to align on goals, identify needs, deliver comprehensive solutions, and eliminate obstacles to the achievement of objectives.
Coach and motivate a team of talented Managers, Analysts, and Specialists; prepare individuals for growth opportunities and advancement.
Deploy your team across projects based on urgency, impact, skill sets required, and professional development goals.
Create and execute a vision and strategic roadmap for the Customer Experience team.
Drive impact to Customer Operations OKRs, company goals, and the customer experience through effective leadership of your team.
Foster and maintain a performance-driven team culture.
Develop and implement strategies to continuously identify and prioritize Customer Operations process and tooling inefficiencies and risks.
Design and implement innovative solutions independently and in collaboration with technology partners to improve operational efficiency, enhance scalability, and drive a culture of continuous improvement and customer-centricity across the organization.
Lead process standardization efforts across Operations, creating repeatable, scalable workflows primed for automation
Understand the business in-and-out to act as Customer Operations expert for company-wide initiatives and be proactive about solving emerging problems.
Embrace and uphold Ibotta’s Core Values: Integrity, Boldness, Ownership, Teamwork, Transparency & A Good Idea Can Come From Anywhere