Director of Customer Experience

Creditly • Plymouth Meeting, PA

207d • Remote

About The Position

At Credit Genie, we are looking for a forward-thinking and strategic Director of Customer Experience to lead our Customer Service initiatives and drive innovation and leverage artificial intelligence to modernize and scale our support operations. You will play a pivotal role in enhancing the end-to-end customer journey, optimizing agent performance, integrating AI solutions, and fostering a culture of customer-centric excellence. This leadership role requires a unique blend of hands-on operational expertise, AI driven process improvement and a product oriented vision, as you will lead a dynamic team of onshore and offshore resources while exploring automation and third-party solutions to enhance operational efficiency, reduce costs and improve customer satisfaction. You will also work closely with senior leadership to ensure customer insights and technology improvements have a meaningful impact across the organization.

Requirements

• Proven experience in developing and executing operational strategies.
• Minimum of 7 years of experience in customer service management, with a focus on scaling operations and leveraging technology.
• Experience in the fintech/ financial services industry.
• Experience leading and mentoring a team of 5+ customer experience agents.
• Strong leadership and change management skills, with a track record of introducing and implementing technology process improvements.
• Experience working with Zendesk, AI enhanced tooling, automation and customer feedback platforms.
• Proven track record of scaling a customer service organization leveraging technology.
• Exceptional communication and stakeholder management skills.
• Proven track record of driving customer satisfaction, loyalty, and retention.

Responsibilities

• Strategically implement AI focused tools (LLM chatbots, virtual assistants, automated workflows, etc.) to enhance customer support, reduce agent workload, and improve response times.
• Lead and manage a blended team of onshore, offshore, and AI support resources ensuring alignment with operational goals and performance standards.
• Focus on improving agent performance and operational efficiency to deliver exceptional customer satisfaction.
• Balance traditional customer service operation with artificial intelligence, leveraging third-party partners initially and developing in-house capabilities over time.
• Manage customer complaints, ensuring quick resolutions and maintaining high customer retention.
• Conduct sentiment analysis, responding to trends and issues while maintaining a proactive approach.
• Evaluate and deploy third-party AI and automation solutions that streamline customer interactions, resolve issues proactively, and enhance self-service capabilities.
• Advocate for the voice of the customer with senior leadership to influence business strategy and product development.
• Partner with the cross functional stakeholders including product management, engineering, design, data science, and analytics.
• Lead and execute the customer experience operations strategy from both a people and platform technology perspective.
• Balance day-to-day operational management with long-term strategic planning for the customer experience department.
• Develop and nurture strong vendor relationships, ensuring they align with company goals and performance standards.
• Foster a collaborative team environment, building strong relationships across internal and external teams to drive results.
• Create and track AI and human performance metrics to measure customer service effectiveness, response times and automation success, continuously refining our strategy.

Benefits

• 100% company-paid medical, dental, and vision coverage for you and your dependents on your first day of employment.
• Monthly fitness reimbursement up to $100 or a full membership to LifeTime Fitness.
• 401(k) with a 2.5% match and immediate vesting.
• Meal program for breakfast, lunch, and dinner.
• Life and accidental insurance.
• Flexible PTO.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 11-50 employees