Director, Customer Engagement

full-time

Posted on: 9/3/2025

Origin: • 🇺🇸 United States • Illinois

✨ AI Apply

Lead

Cloud

About the role

Lead and manage Customer Support and Customer Review Programs teams to meet KPIs and service levels
Oversee a global customer support organization and a campaign-focused review program team
Manage ~4 managers/team leads and 20+ global resources across US, APAC, and EMEA
Establish a unified operational vision while respecting distinct workflows and success metrics
Deploy and optimize AI tooling and automation (e.g., Forethought) to improve productivity and resolution speed
Optimize global coverage models for continuous service and cost efficiency
Establish and monitor KPIs for human and technology-assisted productivity
Maintain high customer satisfaction, ensure SLAs, and drive review volume and quality
Hire, coach, create career paths, and promote continuous improvement and data-driven decisions
Occasional early morning meetings to align with global teams

Bachelor’s degree or equivalent experience in business, customer experience, or related field
Minimum 8 years in operational leadership and management roles within technology or SaaS organizations
Experience managing multiple teams or functions
Proven success delivering operational excellence in customer-facing support and program execution environments
Demonstrated experience implementing and scaling AI and automation tools (Forethought.ai experience preferred)
Strong cross-functional collaboration skills with product, engineering, marketing, and customer success
Proficiency in operational toolsets including Salesforce Service Cloud, Jira, and analytics platforms
Data-driven decision maker able to translate metrics into action plans
Experience leading global, distributed teams across US, APAC, and EMEA