Director, Customer Success
About The Position
Bluevine is seeking a strategic and execution-focused Director of Customer Success to lead our US-based operations while driving global consistency across our customer support organization. This leader will own performance across core product lines (including, but not limited to Checking and ERT), and will be responsible for building a scalable, high-performing operation that leverages cutting-edge AI and automation to deliver exceptional customer outcomes. This role combines operational ownership, global leadership, and AI-driven workforce strategy, including hiring across geographies, standardizing performance and attendance expectations, and evolving our operating model to support growth. You will partner cross-functionally to translate customer insights into business impact while delivering exceptional customer experiences, ensuring operational efficiency and regulatory alignment. You will evolve our operating model by integrating Agentic AI workflows and Generative AI tools to support growth.
Requirements
- 12 + years of professional experience, including at least 7 years of people leadership within a financial services Customer Support Organization (Banking, Credit, or Lending preferred).
- Bachelor’s degree preferred.
- Proven experience overseeing the implementation of AI tools within a contact center environment is highly preferred.
- People-focused leader with proven ability to build creative and collaborative teams, develop talent, and align individual performance with business objectives.
- Strong knowledge of the current banking regulatory environment, payments, and emerging AI trends in contact centers.
- Ability to simplify complex issues, identify root causes, and drive scalable, AI-augmented solutions with high attention to detail.
- Exceptional verbal and written skills with the ability to articulate technical concepts and requirements clearly and succinctly.
- Advanced project management skills with a self-starter mindset and the ability to manage strict deadlines independently; experience managing digital transformation or AI-integration projects is a plus.
- A fast learner who uses data to drive decision-making and navigates ambiguity with a solutions-oriented mindset.
Nice To Haves
- Proven experience overseeing the implementation of AI tools within a contact center environment is highly preferred.
- experience managing digital transformation or AI-integration projects is a plus.
Responsibilities
- Own US Customer Operations across key product lines, ensuring strong performance, quality, and customer outcomes.
- Own hiring strategy and execution across all geographies, ensuring we attract, ramp, and retain high-performing talent at scale; identify talent capable of working alongside AI tools and navigating a tech-enabled support ecosystem.
- Partner to design and optimize a distributed workforce model, balancing location strategy, cost efficiency, and customer experience.
- Enhance and enforce consistent global performance and attendance standards, including operating rhythms, KPIs, accountability frameworks, and development of metrics for AI effectiveness.
- Build and implement processes, tools, and operating models that leverage Generative AI to improve efficiency while maintaining a high-quality customer experience.
- Analyze operational performance and customer trends; use predictive analytics to translate insights into actionable strategies and executive-level reporting.
- Partner cross-functionally (Product, Risk, Compliance, Marketing, HR, etc.) to influence roadmap decisions and improve end-to-end customer experience.
- Lead, develop, and mentor a team of leaders; build a strong leadership bench and inclusive, high-performance culture; foster a culture of AI fluency and continuous learning in a rapidly changing tech landscape.
- Drive continuous improvement across key metrics (CSAT, SLA, cost to serve, productivity, etc).
- Lead complex initiatives and ensure successful execution across a global organization.
Benefits
- Excellent health coverage and life insurance benefits
- 401K with an immediate 3% company match
- PTO, Company Holidays, and Flexible Holidays
- Company-sponsored Mental Health Benefits, including 1:1 therapy
- Over $1,000 each year to spend on your personal wellness
- Monthly WFH stipends totaling over $1,000 annually
- Generous, paid parental leave covering up to 20 weeks of leave for birthing parents and up to 12 weeks of leave for all other parents
- Access to financial coaches and education sessions
- Weekly catered lunches and fully stocked kitchen pantries
- Community-based volunteering opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
Associate degree
