Director of Customer Experience - Remote

Director of Customer Experience

We’re seeking an SVP, Director of Customer Experience to lead the design, buildout, and leadership of a fully remote customer support department developed from the ground up. You’ll own customer support strategy, infrastructure, staffing, technology, performance management, and experience outcomes across all support channels.

You’ll create a scalable, compliant, and high‑performing remote‑first call center that delivers consistent and exceptional customer experiences while supporting company growth, brand values, and operational efficiency.

• Design & execute enterprise‑wide customer support strategies aligned with organizational growth, service standards, & customer experience objectives.
• Build remote call center structures, staffing models, operating hours, & escalation frameworks.
• Own customer support function & provide regular insights & performance reporting to executive team & Board as needed.

• Establish core operational components.
• Define & implement standard operating procedures for all interaction scenarios.
• Ensure seamless handoffs between customer support & other departments.
• Set up & optimize call center & customer engagement technology.
• Partner with internal teams to ensure secure remote work environments, business continuity & disaster recovery readiness, reliability & scalability.

• Lead recruitment, onboarding, & development of all customer experience staff & leaders.
• Build a performance‑driven, customer‑centric remote culture with clear expectations, accountability, coaching, leadership development, & succession planning.
• Design comprehensive onboarding programs, ongoing education, & leadership development pathways.

• Define & manage key performance indicators and service‑level targets.
• Use data & analytics to optimize performance, staffing models, workflows & customer experience.
• Lead regular performance reviews, coaching, & corrective action processes.
• Champion the voice of the customer across the organization.

• Ensure customer support operations adhere to all applicable regulatory, legal, & compliance requirements.
• Partner with internal teams to support examinations, audits, issue remediation & documentation standards.
• Implement strong controls around customer communications, data privacy, recordkeeping, & complaint management.

• Adopt a commitment to environmental, social, economic, and racial justice.
• Stay informed of applicable regulatory requirements and complete all mandatory compliance and IT training.
• Pursue and demonstrate an understanding of established Bank policies, procedures, and regulations.
• Question suspicious activity and collaborate closely with the respective department(s) to help prevent fraudulent activity.

• Bachelor’s degree required; advanced degree preferred.
• 10+ years of progressive customer support or call center leadership experience, including senior‑level responsibility.
• Experience in regulated or service‑intensive industries such as financial services, healthcare, utilities preferred.

• Take ownership of your work, consistently deliver measurable results, and efficiently solve problems.
• Proven success building and scaling customer support or call center operations, ideally in remote or distributed environments, and thrive in fast‑paced, high‑performance cultures.

• Manage time effectively, stay focused under pressure, and balance strong systems with flexibility.
• Remain highly organized, detail‑oriented, and consistent in execution.

• Communicate with clarity, confidence, and professionalism, listen actively, and engage stakeholders at all levels.
• Demonstrated success leading large, remote teams and developing high‑performing leaders.

• Knowledge of financial products, regulations, and applicable laws, with solid strategic, operational, and business acumen.

• Expe…