Director Outsourced CX Service Delivery

BILL•San Jose, CA

9h•$128,200 - $188,200•Hybrid

About The Position

Innovate with purpose At BILL, we believe in empowering the businesses that drive our economy. By replacing outdated financial processes with innovative tools, we help businesses—from startups to established brands—make smarter decisions and gain control of their operations. And we don’t stop there: we’re creating the future of financial automation so businesses can spend more time on what matters. Working here means you become part of a vision-driven team that’s ready to tackle challenges and build cutting-edge solutions. We value purpose, drive, and curiosity—and we thrive in a fast-paced, ever-changing environment. Whether in one of our offices in San Jose, CA, Draper, UT, or in a remote-eligible role, BILLders collaborate to deliver real impact for businesses that need more time in their busy weeks. BILL builds high performing teams and we seek to hire the best talent for every role. We're committed to building a workplace that fosters inclusion and diverse perspectives, valuing each person’s unique skills and experiences. We’d love to hear from you—you might be just what we’re looking for, whether in this role or another. ✨ Let’s give businesses more time for what matters. Our Director, Customer Care Service Delivery is accountable for delivering a world-class customer support experience across all BILL products and services. This is a critical leadership role on our Customer Experience Operations (CXO) leadership team, responsible for shaping how customers interact with BILL—today and into the future. At the heart of this role is a belief that the future of customer support is AI-augmented: an intelligent, always-on Tier 0 experience that empowers customers to self-serve, resolves issues before they escalate, and seamlessly connects customers to the right human support when it matters most especially working with our outsourcing partners. You will be the architect of this next-generation support model, blending human expertise with AI capabilities to deliver effortless, consistent, and personalized experiences at scale. This leader will oversee contact center teams across multiple geographies working with our outsourcing partners, partnering with Sales, Customer Success, Product, and Technology teams to drive a seamless end-to-end customer journey. You are a highly accountable, data-driven leader who can translate vision into execution, raising the bar on service quality while building a team that is customer-obsessed at every level.

Requirements

10+ years of experience in customer support operations, contact center management, or customer experience leadership, including at least 3 years in a director-level or equivalent role.
Demonstrated experience building or scaling AI-augmented or digital-first support models, including chatbot deployment, self-service portals, or Tier 0 automation strategies.
Strong strategic and customer focus with a clear understanding of the wider business landscape and its impact on customer experience.
Established track record of exceeding targets, KPIs, and SLAs in complex, multi-channel, multi-geography support environments.
Proven influencing, persuasion, and relationship management skills at senior and cross-functional levels.
Ability to develop strategy, make data-driven recommendations, and drive alignment across Product, Engineering, Sales, and Operations stakeholders.
Demonstrated ability to motivate, develop, and lead global teams—internal and outsourced—and communicate effectively across all levels of the organization.
Experience managing both insourced and BPO/outsourced contact center partnerships.
Fintech, SaaS, or high-growth technology company experience preferred.

Responsibilities

Lead the AI-Augmented Customer Support Vision: Champion and execute a Tier 0 AI-first support strategy, deploying intelligent virtual agents, conversational AI, and self-service tools that resolve the majority of customer inquiries without human intervention.
Define the roadmap for AI-augmented support capabilities in partnership with Product and Engineering, including chatbot deflection, predictive issue resolution, and proactive outreach.
Continuously evaluate and integrate emerging AI and automation technologies to reduce friction in the customer journey and improve resolution speed and satisfaction.
Establish feedback loops between AI-assisted interactions and human agents to drive continuous model improvement and quality assurance.
Own the Customer Support Operations: Own the end-to-end customer support experience, vision, and execution across all BILL customer segments and product lines.
Build and lead a world-class frontline support team, with core focus on outsourced, that is customer-obsessed and delivers great experiences in every interaction.
Manage distributed contact center teams across geographies.
Monitor anomalies through qualitative and quantitative analysis of contact drivers and KPIs; deploy service recovery outreach and other intervention levers as needed.
Drive Innovation and Continuous Improvement: Innovate, build, and optimize customer support processes to enable consistent, high-quality support experiences across all customer segments.
Partner with Product, Engineering, and the CXO teams to close product gaps and improve the experience based on the voice of the customer.
Oversee the development and implementation of strategies, workflows, and tooling that reduce handle time, increase first-contact resolution, and drive customer effort scores down.
Lead the adoption of real-time agent assist tools and AI-powered quality monitoring to elevate frontline performance.
Lead and Develop Your Team: Inspire, motivate, and develop a high-performing team that consistently hits and exceeds support targets.
Build a culture of accountability, growth, and psychological safety where team members are empowered to do their best work.
Foster collaboration across internal and outsourced partners to create a customer-centric workforce aligned around shared goals.
Measure What Matters: Define, track, and own progress against KPIs including CES, first-contact resolution, handle time, AI deflection rates, Tier 0 containment, and cost-per-contact.
Provide regular executive-level reporting on performance against targets, highlighting trends, risks, and opportunities.
Use data and customer insights to make proactive decisions and investments that improve the support experience.
Emerging Priorities in Modern Customer Support: As customer expectations evolve alongside rapid advances in AI, this role will be expected to lead BILL's adoption of next-generation support capabilities. Consider these forward-looking focus areas as part of your mandate:
Proactive & Predictive Support: Move from reactive to proactive—using data signals and AI to anticipate customer issues before they contact support, reducing inbound volume and improving customer trust.
Omnichannel Orchestration: Ensure seamless, consistent experiences across chat, email, phone, in-app, and emerging channels, with intelligent routing that delivers the right resource at the right moment.
AI Quality & Compliance: Define guardrails and quality frameworks for AI-generated responses to ensure accuracy, empathy, brand consistency, and regulatory compliance in automated interactions.
Agent Experience as a Competitive Advantage: Invest in agent-assist tools, smart knowledge bases, and reduced after-call work so human agents can focus on complex, high-value interactions.
Voice of the Customer (VoC) Integration: Systematically surface and route customer feedback from support interactions to Product, Engineering, and Leadership to inform roadmap decisions.
Cost-to-Serve Optimization: Drive measurable reduction in cost-per-contact by scaling AI and self-service capabilities while maintaining or improving CES.