Head of Customer Experience
Volt
Senior Director, Expert Insights
AlphaSense
full-time
Posted on:
Location Type: Office
Location: Chicago • Illinois, New York • 🇺🇸 United States
Visit company websiteSalary
💰 $167,000 - $230,000 per year
Job Level
Senior
About the role
- Lead and coach a team of people managers, empowering them to drive expert call volume, project fulfillment, and best-in-class customer service.
- Collaborate with Sales, Account Management, Product, and Strategy Ops to align on shared goals, improve handoffs, and deliver end-to-end customer value.
- Partner with Product and Tech teams to define tooling, workflows, and automations that improve operational efficiency and scalability.
- Develop and implement scalable playbooks and frameworks that ensure consistent, high-quality outcomes across customer segments.
- Establish clear team KPIs, manage performance through data, and implement effective incentives and coaching programs to achieve ambitious growth targets.
- Drive strategic, cross-functional initiatives that address operational gaps and unlock long-term growth and efficiency.
- Own a book of business and act as the senior point of contact for a portfolio of customers – cultivating relationships, understanding customer needs, and delivering an exceptional experience at every touchpoint.
Requirements
- 6+ years of experience managing and scaling teams, including experience managing other people leaders.
- Proven ability to coach, develop, and performance-manage teams to exceed service delivery goals and KPIs.
- Demonstrated success leading through complexity in a fast-paced, high-growth environment.
- Strong cross-functional collaboration skills—able to partner effectively across levels and departments.
- Proficiency in data analysis (Excel/Sheets) with a comfort managing through metrics and dashboards.
- Excellent communication and interpersonal skills; able to inspire trust and alignment at all levels.
- Strong strategic thinking paired with a bias for action; capable of balancing long-term vision with short-term execution.
- Embodies an ownership mindset: no task is too small, and they proactively step in to solve problems and drive outcomes.
Benefits
- You may also be offered a performance-based bonus, equity, and a generous benefits program.
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysisExcelGoogle SheetsKPI managementperformance managementscalable playbooksoperational efficiencyautomationsworkflowscustomer service
Soft skills
coachingleadershipcross-functional collaborationcommunicationinterpersonal skillsstrategic thinkingproblem-solvingownership mindsettrust buildinginspiring alignment
