Sr. Director, Customer Experience

Splice

9h • $144,000 - $180,000 • Remote

About The Position

The Director of Customer Experience is a critical leadership role responsible for shaping and elevating how customers interact with and feel about Splice. Reporting directly to the SVP of Product, this leader will define and drive our CX vision, ensuring every support interaction, customer journey, and service touchpoint reflects our commitment to creators. You will oversee customer support strategy, CX operations, and insights programs, building scalable systems and best-in-class experiences for our global user base. With a blend of strategic thinking, operational rigor, and deep empathy for creators, you will champion the customer voice, influence product decisions, and ensure that users feel understood, supported, and successful at every step. The ideal candidate has a proven record of designing high-performing support organizations, implementing voice-of-customer frameworks, and driving measurable improvements in customer satisfaction, retention, and loyalty. They bring strong analytical capabilities, a proactive mindset, and a passion for delivering exceptional experiences.

Requirements

• Bachelor’s degree in a relevant field; advanced degree preferred.
• 7+ years of progressive experience in customer experience, customer support, or service operations leadership.
• Proven success building and managing customer-facing teams within fast-paced, high-growth environments.
• Strong operational and technical proficiency, with expertise in CX systems, support platforms, CRMs, and workflow optimization tools.
• Demonstrated ability to use data and analytics to drive decisions, improve processes, and measure customer sentiment.
• Exceptional communication and stakeholder management skills, with the ability to influence cross-functional partners and senior leadership.
• Experience designing scalable support strategies, self-service systems, and customer journey frameworks.
• Highly organized, autonomous, and comfortable leading initiatives with significant visibility and impact.
• Experience as a music creator, preferably as a producer or composer.

Nice To Haves

• Experience with Intercom is a plus.
• Experience working in high-growth tech or SaaS organizations.
• A collaborative mindset with a strong sense of ownership and a bias toward action.
• Self-motivated and energized by fast-paced, remote-first environments.

Responsibilities

• Define and lead Splice’s end-to-end customer experience strategy, ensuring alignment with company goals and creator needs.
• Own the CX and Support roadmap, driving initiatives that strengthen customer satisfaction, retention, and loyalty.
• Build, mentor, and scale a high-performing customer experience organization, setting standards for excellence across channels.
• Lead new and strategic CX initiatives that drive revenue and long-term growth, including sales and cancellation support, AI-powered experience enhancements, and innovative loyalty programs to increase retention and engagement.
• Partner closely with Product, Engineering, Marketing, and Analytics teams to surface insights, influence roadmaps, and improve the customer journey.
• Develop and optimize processes, tools, and service workflows to deliver efficient, high-quality support at scale.
• Lead Voice of Customer programs, synthesizing qualitative and quantitative insights to identify trends, gaps, and opportunities.
• Use data-driven analysis to inform improvements to support operations, help center content, and self-service experiences.
• Communicate findings, recommendations, and priorities to stakeholders at all levels, driving alignment and action across the organization.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 101-250 employees