Director, Customer Experience

Curri•Ventura, CA

1d•Hybrid

About The Position

Curri is seeking a Director, Customer Experience to own and transform the company's customer and driver support function from end to end. Support is Curri's most direct touchpoint with every customer and driver we serve, and right now it needs a dedicated leader with a real mandate to build, not just manage. In this role, you will inherit a fragmented support org and turn it into a scalable, agentic-first function that raises quality across every channel while reducing cost-to-serve, reporting directly to the COO who is personally invested in AI-first operations.

Requirements

Deep customer and driver obsession, with a genuine drive to listen to calls, read chats, and get into the weeds of the support experience rather than manage it from a distance.
Builder-first mindset that defaults to solutions over headcount, with demonstrated ability to replace manual processes with automated alternatives and iterate quickly without a large engineering team.
Analytical and operationally sharp, with the ability to self-diagnose issues fast, cut to the "so what" on CSAT and cost-to-serve metrics, and make clear calls on when to automate vs. keep human.
Experienced resource strategist, able to sequence and deploy FTEs, BPOs, and AI against the right problems at the right cost while thinking in coverage, quality, and unit economics simultaneously.
Full ownership orientation, treating support quality as a personal responsibility and building Product and Engineering partnerships to make CX a competitive advantage rather than a cost center.

Nice To Haves

Having shipped agentic CX in production, not just piloted it.
Background in a hyper-growth environment where customer experience was a competitive differentiator, not overhead.
Experience managing a CX or support function in a marketplace, gig economy, or high-volume logistics environment.
Managing a BPO relationship with strict accountability and/or driving a meaningful BPO-to-AI transition.
Owning a payments or financial support function alongside core CX, including payout disputes, 1099s, or compliance.

Responsibilities

Own end-to-end support for customers and drivers across account support, live delivery support (phone and chat), and driver support.
Build and ship agentic CX in production, including triage, resolution routing, escalation handling, and systematic rebalancing of BPO, AI, and human support.
Set and hold a high quality bar across all channels, informed by the real expectations of customers and drivers, and build the infrastructure to track and act on it continuously.
Own the driver payment experience end-to-end: payment terms, invoice disputes, payout escalations, 1099 compliance, and Stripe gap resolution.
Stay closer to the front line than anyone else on the leadership team by consistently listening to calls and reading chats.
Partner with Product, Engineering, and Growth to build the CX roadmap, including agentic infrastructure, automation, and systems that raise quality and reduce cost-to-serve.
Lead headcount planning and staffing strategy, balancing automation-first thinking with coverage realities across markets and time zones.