Director of Customer Experience

Get AI-powered advice on this job and more exclusive features. What You’ll Do Build a world‑class customer experience: champion a customer‑obsessed culture, set a clear vision for the team, own key prioritization decisions, and design experiences that delight across every interaction and channel. Operational Excellence: lead a global CX organization of 100+ employees, resolve over 30,000 tickets per month across four support channels, and use best‑in‑class tooling (Zendesk, Assembled, and more) to deliver seamless experiences and drive efficiency. Strategy & Data: position CX as a strategic pillar by building a metrics‑driven foundation that informs decisions, measures impact, and enables compelling storytelling through data. Talent & People Development: inspire an experienced leadership team, scale a global organization to support growth from hundreds of thousands to millions of customers, and foster engagement and productivity through a high‑performing culture. Broad CX Leadership: support all areas of Customer Support, from frontline teams to specialized functions such as training, QA, workforce management, and more, ensuring alignment to deliver exceptional experiences at scale. AI & Automation Vision: advance the automation roadmap (self‑serve, deflection, agent assist) with innovative AI solutions, and establish governance for model quality, safety and privacy. Org Scaling & Structure: design and execute a global scaling strategy that leverages full‑time employees, BPO partners, and AI tools; manage vendor and BPO relationships, SLAs, KPIs, QBRs, surge plans and exit strategies. Voice of the Customer: bring deep customer insights into the company, using data and narratives to influence strategy and product direction. Cross‑Functional Alignment: drive programs in partnership with Product, Engineering, Risk/Compliance, Legal, Marketing and Revenue to increase activation, adoption and retention while protecting customers and the business. Business & Financial Leadership: operate CX as a business, manage the budget, deliver cost‑effective, high‑quality service and model scaling scenarios in partnership with Finance. You Should Have extensive experience leading and scaling large CX organizations in fast‑growing, operationally complex environments (e.g., banking, fintech, loans, financial software). Show a track record of building CX organizations efficiently at scale, including 24/7 coverage, full‑time teams, BPOs and automation. Demonstrate success deploying AI and automation to enhance support operations, increase agent enablement and improve efficiency without sacrificing quality. Possess strong financial and operational acumen, with the ability to build scaling models and execute cost‑effective strategies. Lead a function that spans multiple product lines and customer types, ideally with exposure to broader CX domains such as Risk, Sales or Operations. Be a strong people leader, passionate about developing managers and maintaining sustainable careers at scale. Excite teams through periods of change with clarity, transparency and empathy, ensuring alignment, stability and motivation. Proactively influence across the organization, building alignment and driving shared goals with product, revenue, risk, marketing and executive teams using data. Build and execute against a data‑driven foundation for CX, telling compelling stories through numbers and narrative. Bring excellent communication and cultural leadership skills, and ideally a good sense of humor. Salary & Equity The total rewards package at Mercury includes base salary, equity and benefits. Our target new hire base salary ranges for this role are: US employees in the New York City or San Francisco Bay Area: $236,200 - $295,300 USD US employees outside of the New York City or San Francisco Bay Area: $212,600 - $265,800 USD Equity Equity is offered to new hires and may be structured as restricted stock units (RSUs) and/or options, based on experience and role seniority. Equal Opportunity Employer Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role. We use Covey as part of our hiring and prompt the evaluation process for jobs in NYC. An independent bias audit report covering our use of Covey is available upon request. #J-18808-Ljbffr