Head of CX Strategy & Enablement

Faye • Richmond, VA

4d • Hybrid

About The Position

We are seeking a visionary lead to redefine the strategy and direction of our customer-facing functions. The Head of Customer Experience Strategy & Enablement position is not just about managing current operations, but about architecting a technology-driven organization that anticipates the needs of 2027 and beyond. You will oversee the evolution of customer support through the lens of AI integration while maintaining the high-touch, critical care required for complex medical and travel cases.

Requirements

• Local to Richmond, Virginia and able to work in-office with hybrid flexibility.
• 5+ years of experience leading large-scale CX, claims or call center operations, with expertise in omni-channel B2C environments.
• Proven track record of leveraging automation/AI, scaling teams and managing global operations with a tech-driven approach.
• Extensive experience in developing long-term customer experience strategies and a proven track record of improving efficiency through metrics.

Nice To Haves

• Data-driven mindset, with experience implementing tech solutions that scale CX and/or claims operations.
• Ability to manage flexible time zones and remain available to address urgent customer issues during non-standard hours when needed.
• Excellent communication skills, a proactive leadership style, and a deep understanding of customer behavior, expectations, and satisfaction drivers, with a passion for customer service and a commitment to continuous improvement.
• Startup experience is highly preferred; experience in industries like insurtech, travel, or fintech is a big plus.

Responsibilities

• Innovative Strategy: Lead the transition from traditional CX models to an AI-first approach that transforms how we interact with customers.
• Operational Excellence: Manage a dual-layer workforce consisting of human team leaders and virtual/AI agents.
• Complex Logistics Management: Ensure seamless CX delivery within our unique space, including handling complex medical evacuations.
• Cross-Functional Collaboration: Bridge the gap between Customer Experience and the Claims department to ensure smooth hand-offs.
• Tooling & Discipline: Ground futuristic strategies in existing disciplines while identifying and implementing the next generation of CX tools.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed