Director, CX Programs

MealSuite•Cambridge, ON

2h•$145,700 - $178,500•Hybrid

About The Position

The Director, CX Programs is a newly created, high-impact leadership role at the intersection of strategy, technology, and cross-functional execution. Sitting at the center of our Customer Experience organization, you will serve as the connective tissue across CX functions — driving alignment, operational excellence, and transformational AI initiatives. Reporting to the VP, Customer Experience, this role is the primary driver of AI adoption and enablement across the entire CX organization, serving as the direct liaison to the company’s Director of AI. You will translate AI strategy into practical, high-value programs that uplevel every CX team’s capabilities and outcomes. As the organization evolves, this role is designed to expand into a broader leadership position within CX Operations.

Requirements

7+ years of experience in customer experience, customer success, or operations roles, with at least 2–3 years in a program management or strategy capacity
Demonstrated experience driving cross-functional programs in a fast-paced, high-growth environment
Hands-on experience with AI tools in a CX context; managing, or scaling AI support agents, workflow automation, or LLM-powered tooling
Background in B2B SaaS, particularly at companies with complex implementation or integration lifecycles
Familiarity with the CX tech stack (e.g., Zendesk, Salesforce, PlanHat, or similar)
Strong strategic instincts combined with the operational rigor to execute against them
Excellent communication and facilitation skills; able to align senior stakeholders and motivate individual contributors
Comfort operating in ambiguity and building structure

Nice To Haves

experience managing or leading CX teams
experience working directly with AI/ML or product teams building AI-powered products

Responsibilities

Own the CX AI roadmap: identify, prioritize, and drive AI use cases across all CX teams, including AI-assisted support, intelligent routing, automated workflows, predictive churn signals, and onboarding acceleration
Serve as the primary CX liaison to the company’s Director of Data Analytics and AI, translating organizational needs into actionable AI initiatives and communicating progress back to the CX org
Partner with Product, Engineering, and Data teams to build, pilot, and scale AI tools within CX workflows
Develop AI adoption frameworks, change management plans, and enablement programs so every CX team can leverage AI confidently and effectively
Track, measure, and report on AI program ROI across CX
Design and lead cross-functional programs spanning Support, Implementation, CX Ops, Integrations, and CSM, ensuring alignment on goals, timelines, and ownership
Facilitate the operating rhythm of the CX leadership team: QBRs, team offsites, cross-team prioritization, and initiative tracking
Identify gaps in how CX teams hand off, collaborate, and share information, and build programs to close them
Serve as the VP of CX’s trusted operator for programs that require sustained, cross-team coordination
Partner with CX Ops leadership to ensure operational infrastructure; tooling, data, workflows, to support the growing demands of the organization
Drive AI enablement strategy ensuring every CX team member has the training, playbooks, tools, and knowledge to perform at the highest level
Own CX-wide tooling strategy in partnership with CX leadership; evaluating, implementing, and optimizing the CX tech stack
Build and maintain CX program scorecards tracking KPIs across all sub-teams
Synthesize insights from across the org to surface patterns, risks, and opportunities to CX leadership
Drive annual and quarterly planning processes for the CX organization