Director of Customer Experience

As a Director of Customer Experience at JFrog, you will have the opportunity to lead a global Customer Experience team across multiple regions. Your primary responsibility will be to ensure a seamless customer experience by overseeing support shifts, managing non-technical tickets, and collaborating closely with the Technical Support team. You will play a pivotal role in developing and implementing processes to enhance customer satisfaction and operational efficiency. Key Responsibilities: Team Leadership: - Lead and manage a diverse, global team spread across various time zones. - Cultivate a collaborative and high-performance culture within the team. - Provide mentorship, guidance, and professional development opportunities to team members. Customer Experience Management: - Monitor and evaluate customer experience across all regions to identify areas for improvement. - Collaborate with the Technical Support team to ensure efficient shift management and coverage. - Ensure prompt and effective handling of all non-technical customer inquiries and tickets. Operational Excellence: - Design and implement cross-company projects aimed at improving customer experience. - Develop and refine processes to enhance operational efficiency and customer satisfaction. - Collaborate with various departments to ensure alignment and effective communication. Project Management: - Lead initiatives to optimize customer experience from concept through execution. - Coordinate with global teams to ensure consistent delivery of high-quality customer service. - Track and report on project progress to ensure timely completion and success. Stakeholder Engagement: - Act as the primary point of contact for customer experience-related matters within the company. - Collaborate with stakeholders across departments to align on customer experience strategies. - Represent the Customer Experience team in cross-functional meetings and discussions. Qualifications: - 15+ years of industry experience with 5-7 years in people management in the customer experience/service field. - Proven experience in customer service or customer experience leadership roles on a global scale. - Strong understanding of customer experience metrics and best practices. - Excellent communication and interpersonal skills to manage a diverse, global team effectively. - Proficiency in project management and process improvement. - Ability to work across different cultures and time zones effectively. - Strong problem-solving skills and strategic thinking ability. - Proficient in English.,