Director, Customer Experience Systems – Insights

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🔥 3 hours ago

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Petvisor

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

🍽️ Food & Beverage

💼 Consulting

Healthcare • Food & Beverage • Consulting

Petvisor is a company that specializes in providing mobile-enabled technologies to pet care professionals, helping them deliver better services to pets and their families. As a parent company to several tech companies within the veterinary health and pet services sectors, Petvisor offers tools to engage customers, streamline operations, and promote business growth. With a mission to bring together founder-led companies focused on improving the lives of pets, pet parents, and veterinarians, Petvisor aims to create a comprehensive pet health and wellness platform. Their technologies support various veterinary clinics and grooming facilities, reaching millions of pet parents.

📋 Description

• The Director, Customer Experience Systems & Insights is responsible for designing, scaling, and optimizing systems that shape and provide insight into the end-to-end customer journey and associated leading and lagging indicators of success. • This role will translate company priorities into CX initiatives and into day-to-day operational reality through managing the tool stack and budget, implementing AI and self-service automation and governance, and overseeing metrics and reporting for the leadership team and Board. • Reporting into the Chief Customer Experience Officer, this role is both systems and process-focused, working closely with the CX leadership team as internal customers for prioritization, sequencing, and metrics and analytics to drive and influence decision-making.

🎯 Requirements

• Demonstrated experience owning a CX tool stack end-to-end, including optimization, adoption, reporting, and vendor management • 5+ years in customer experience, support operations, or a related operations role, with at least 2 years in a leadership capacity • Experience building reporting and analytics infrastructure used by executive leadership • Passion for building scalable spreadsheets, forecasting models, and capacity plans that drive operational decisions • Experience managing a team, including at least one direct analyst or coordinator-level report • Track record of process improvements with measurable impact on efficiency or cost • Industry credentials such as CCXP (Certified Customer Experience Professional) are highly valued • Demonstrated experience utilizing AI for building and/or optimizing processes • Experienced user of Salesforce, Hubspot, Churnzero or Gainsight, project management software (Klient and or Wrike), Zendesk, Gong, and related tools

🏖️ Benefits

• Performance Bonus: In addition to the above pay range, this role is eligible for a performance-based bonus tied to achieving specific, predetermined KPIs and individual performance goals.