Director, Customer Excellence

What You'll Do The Director of Customer Excellence, reporting to the VP of Customer Excellence, will act as the strategic partner to the department head, leading a globally distributed team. This role drives resolution of complex customer issues, manages escalations, and builds a feedback loop to reduce case volume and improve satisfaction. You will lead transformation efforts across U.S. and India teams, promote continuous improvement, and apply data, automation, and AI to enhance customer experiences. In this foundational role, you'll shape the future of the Customer Excellence function, empowering cross-functional teams with insights to deliver best-in-class service. What Your Responsibilities Will Be Operational Excellence & Feedback Systems: Design and manage feedback systems, implement proactive issue resolution mechanisms, drive data-informed decision-making with dashboards and KPIs, and foster cultural alignment across U.S. and Pune teams. Strategic & Scalable Program Leadership: Anticipate operational challenges, build scalable growth structures, and help shape Customer Excellence strategy, customer journey insights, and CX measurement. Escalation & Experience Leadership: Serve as a key escalation point, manage a global escalation framework, resolve complex issues collaboratively, and drive systemic improvements through root cause analysis. Team Leadership & Development: Mentor a high-performing team, promote operational clarity, and champion a culture of continuous improvement with a \"solve once, solve forever\" mindset. What You'll Need to be Successful 10+ years in customer-facing operations, support, or experience roles, with 5+ years in senior leadership. Led global, cross-cultural teams of 25+, with a preference for experience managing 100+ across geographies. Strong escalation management skills with executive-level and high-value customers. Expertise in root cause analysis, customer experience improvement, and feedback systems. Highly organized, calm under pressure, and skilled in planning and prioritization. Data-driven, with experience building reporting systems and working with platforms like Salesforce, Zendesk, Gainsight, and Intercom. Proficient with customer metrics frameworks (NPS, CSAT) and tools like Chattermill and Qualtrics. Process-driven, detail-oriented, and experienced in operational transformation and new ideas. Experience with turning customer insights into relevant improvements. SaaS industry experience, with exposure to automation, AI tools, and customer journey mapping. This is a hybrid work-from-home role.