Director, Voice of the Customer
AlmaSalary not specified
- Full Time
- Expert & Leadership (9+ years)
$120,000 – $180,000Compensation
Expert & Leadership (9+ years), Mid-level (3 to 4 years)Experience Level
InternshipJob Type
UnknownVisa
Customer Experience, Biotechnology, OperationsIndustries
Requirements
Candidates should possess 8+ years of experience in customer experience, contact center operations, or related roles, along with proven leadership in scaling CX operations and implementing digital transformation initiatives. They should have experience with CX platforms such as Zendesk and AI-driven automation tools, and demonstrate strong analytical and problem-solving skills with a data-driven mindset, complemented by excellent communication and stakeholder management abilities.
Responsibilities
The Director, Customer Experience (CX) Strategy and Transformation will lead and optimize CX operations across multiple channels, including chat, voice, and digital support; develop and implement strategies to enhance customer engagement, satisfaction, and retention; drive efficiency and scalability through automation, AI-driven support, and process improvements; oversee KPI performance, ensuring service levels, response times, and resolution rates meet business goals; partner with technology teams to embed AI-powered automation and digital self-service capabilities; ensure seamless integration of support systems within customer-facing applications; evaluate and implement emerging CX technologies to enhance operational effectiveness; manage and mentor a high-performing CX operations team, fostering a culture of excellence; collaborate cross-functionally with Product, Engineering, and Customer Success teams to align CX strategies; establish and maintain strong relationships with vendors and technology partners; analyze customer insights and operational data to drive continuous improvement; and develop and track key metrics, ensuring data-driven decision-making.
Skills
Zendesk
AI-driven automation
CX platforms
Data analysis
Problem-solving
Stakeholder management
Communication
Process improvement
KPI management
Automation
Digital self-service
Vendor management
Metropolis
Technology-driven facility management for parking
About Metropolis
Metropolis focuses on improving facility management, particularly in the parking sector, by using computer vision technology to facilitate checkout-free payments. This technology allows drivers to park and pay without the need for traditional payment methods, making the process more efficient. Metropolis serves a variety of clients, including real estate owners and valet services, and operates in over 360 cities across North America, processing more than $4 billion in payments each year. What sets Metropolis apart from its competitors is its integration of payment solutions with facility management services, which not only enhances the parking experience but also increases asset productivity for its clients. The company's goal is to streamline parking operations and create revenue opportunities for its clients through its advanced technology and services.
Key Metrics
Santa Monica, CaliforniaHeadquarters
2017Year Founded
$1,240.7MTotal Funding
DEBTCompany Stage
Automotive & Transportation, Fintech, Real EstateIndustries
501-1,000Employees