Director of Customer Experience

Now Hiring: 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.

What You’ll Contribute:

Strategic Leadership & Vision

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.

Call Center Buildout & Operations

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.

Hiring, Training & Team Development

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.

Performance Management & Metrics

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.

Risk, Compliance, & Governance

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.

Champion Our Mission, Protect What Matters

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.

What Makes a Stand-Out Candidate:

Experience & Education

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.

Entrepreneurial Self-Starter - take ownership of your work, consistently deliver measurable results, and efficiently solve problems. You have 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.

Organization & Efficiency- You manage time effectively, stay focused under pressure, and balance strong systems with flexibility. You remain highly organized, detail-oriented, and consistent in execution.

Master Communicator- You communicate with clarity, confidence, and professionalism, listen actively, and engage stakeholders at all levels. You have demonstrated success leading large, remote teams and developing high-performing leaders.

Banking & Fintech Acumen - You bring strong knowledge of financial products, regulations, and applicable laws, along with solid strategic, operational, and business acumen and the ability to interpret financial and legal documents.

Tech-Forward and Analytical Thinking - You have experience with contact center technology, CRM platforms, and performance analytics. You adapt quickly to new tools, embrace innovation, and use data to optimize outcomes.

Commitment to Being a Team Player - You collaborate openly, share ideas, contribute positively, and reliably support team and organizational success.

The Work Environment:

Remote role within the United States; Eastern Standard Hours.

Occasional U.S. travel for company events or leadership sessions.

Tobacco-Free employer. All employees must affirm to be non-smokers or affirm commitment to cessation within 90-days of offer acceptance.

Sustained standing and sitting, frequent communication (speaking and listening) and use of PC, including typing or sustained attention to monitor, occasional lifting up to 20 lbs.