Benepass

Senior Director of Customer Experience

Benepass

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $180,000 - $210,000 per year

Job Level

Senior

About the role

  • Define and execute the long-term vision and service model for Customer Experience, aligning support and claims operations to company growth objectives.
  • Own the annual planning process for CX, identifying strategic priorities, major initiatives, service model evolutions, and investment needs.
  • Establish the operating framework, governance, and performance standards required to scale a high-quality, multi-channel support organization.
  • Design and implement AI-powered support delivery mechanisms to improve efficiency and service quality.
  • Lead, develop, and scale the Customer Experience and Claims org, managing managers, FTEs, vendors, and contractors, and building a strong leadership bench within the team.
  • Design and implement clear career pathways and succession plans to support long-term organizational health.
  • Foster a high-performance, accountability-driven culture grounded in service excellence, operational discipline, and continuous improvement.
  • Stand up and mature critical support operations capabilities - including knowledge management, workforce management, training and enablement, quality assurance, tooling, and reporting infrastructure - to enable efficient, high-quality scale.
  • Develop robust capacity and volume forecasting models across a multi-channel environment to inform hiring plans, budget decisions, and service targets; evaluate and implement workforce planning technology as complexity grows.
  • Introduce operational rigor by defining productivity standards, quality benchmarks, and performance management systems that ensure consistency and accountability.

Requirements

  • 10+ years of experience in Customer Experience, Support, or Operations leadership, with demonstrated success scaling multi-channel support organizations in high-growth environments.
  • Experience leading managers, support operations functions, with a track record of developing high-performing, metrics-driven CX teams.
  • Proven ability to design and implement scalable operating models, including capacity planning, volume forecasting, and workforce management across multiple support channels.
  • Experience building and maturing support operations infrastructure, including knowledge management, QA programs, training and enablement, reporting, and tooling ecosystems.
  • Demonstrated success scaling a process-driven or compliance-sensitive function (e.g., claims adjudication, financial operations, benefits administration, or similar) while maintaining high quality and SLA adherence.
  • Strong command of CX performance metrics (CSAT, NPS, FCR, AHT, SLA attainment, productivity, quality, accuracy) and experience translating operational data into executive-level insights and action plan.
  • Experience implementing and leveraging AI-enabled support technologies (e.g., chatbots, agent assist, automation, intelligent routing, workflow optimization) to drive efficiency and enhance customer outcomes.
  • Track record of introducing operational rigor, establishing clear productivity and quality standards, and driving measurable performance improvement.
  • Experience managing and optimizing relationships with external vendor partners or BPOs.
  • Strong cross-functional leadership skills, with the ability to influence Product, Engineering, Operations, and Revenue teams to address systemic drivers of customer friction.
  • Excellent executive communication skills, with comfort presenting operational performance, risks, and strategic plans to senior leadership.
  • A systems thinker who balances customer empathy with operational discipline and scalable process design.
Benefits
  • 95% coverage of medical, dental, and vision
  • $250 WFH setup
  • $150/month cell phone + internet
  • $100/month Wellness
  • Flexible PTO
  • Several team onsites a year
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
capacity planningvolume forecastingworkforce managementknowledge managementquality assurancetraining and enablementreportingAI-enabled support technologiesperformance metricsprocess design
Soft Skills
leadershipcross-functional collaborationexecutive communicationoperational disciplinecustomer empathyaccountabilitystrategic planninginfluencecontinuous improvementteam development