Director of Customer Experience Program Management (100% Remote)

Our Customer is a technology company that connects people with the best of their neighborhoods across the US, Canada, Australia, Japan, and Germany. They enable local businesses to meet consumers’ needs of ease and convenience, and, in turn, generate new ways for people to earn, work, and live. By building the last-mile logistics infrastructure for local commerce, they’re fulfilling our mission to grow and empower local economies.

We are seeking a Director of Customer Experience Program Management on a contract basis to help support our Customer's business needs. This role is 100% remote.

We are seeking a strategic, data-driven, and people-focused leader to temporarily lead the Consumer Customer Experience team. This role is responsible for driving operational excellence, managing performance metrics, and ensuring high-quality support experiences for customers. This role combines analytical rigor, strategic foresight, and empathetic leadership to deliver impactful outcomes during this transition period.

You are a strategic operator who can think big while executing with precision. You bring structure to ambiguity, communicate with clarity, and inspire your team to exceed expectations. You thrive in high-impact, time-bound environments and have a genuine passion for creating seamless and satisfying customer experiences.

Responsibilities:

• Own and manage core customer support KPIs through EOY and Q1, including Did We Resolve and Manual Task to Resolution.
• Analyze trends, identify root causes, and drive data-backed improvements to elevate service quality and efficiency.
• Partner with Analytics to monitor and communicate performance insights across teams.
• Lead operational and strategic planning efforts to prepare for the next fiscal year.
• Scope and prioritize high-impact initiatives; ensure resources and execution plans are in place for Q1.
• Collaborate with cross-functional teams to align FY26 goals with customer experience strategies.
• Manage a high-performing team of 3–4 direct reports, providing mentorship, coaching, and guidance.
• Set clear priorities, foster accountability, and build team capability to deliver strong operational results.
• Cultivate a positive, inclusive team culture focused on ownership and continuous improvement.
• Partner closely with Product, Strategy & Operations, and Analytics teams to influence roadmaps and improve end-to-end experiences.
• Represent the Customer Experience function in key planning and alignment meetings.
• Ensure consistent communication, clear expectations, and shared accountability across departments

Skills and Qualifications:

• 8+ years of experience in operations, strategy, or customer experience leadership roles.
• Proven ability to analyze complex data, develop insights, and drive operational improvements.
• Experience leading teams, setting performance goals, and managing large-scale initiatives.
• Strong cross-functional communication and stakeholder management skills.
• Ability to balance strategic thinking with hands-on execution in a fast-paced environment.
• Passion for customer experience and commitment to improving support quality and efficiency.

We offer a competitive salary range for this position. Most candidates who join our team are hired at the median of this range, ensuring fair and equitable compensation based on experience and qualifications.

Contractor benefits are available through our 3rd Party Employer of Record (Available upon completion of waiting period for eligible engagements)

Benefits include: Medical, Dental, Vision, 401k.

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.