Director, CX Programs

MealSuite

Director of CX Programs at MealSuite overseeing AI adoption initiatives and cross-team leadership for customer experience functions. Building programs to enhance CX capabilities through technology and strategy.

Posted 6/13/2026full-timeDallas • Texas • 🇺🇸 United StatesLead💰 CA$133,800 - CA$163,900 per yearWebsite

About the role

Key responsibilities & impact

Own the CX AI roadmap: identify, prioritize, and drive AI use cases across all CX teams, including AI-assisted support, intelligent routing, automated workflows, predictive churn signals, and onboarding acceleration.
Serve as the primary CX liaison to the company’s Director of Data Analytics and AI, translating organizational needs into actionable AI initiatives and communicating progress back to the CX org.
Partner with Product, Engineering, and Data teams to build, pilot, and scale AI tools within CX workflows.
Develop AI adoption frameworks, change management plans, and enablement programs so every CX team can leverage AI confidently and effectively.
Track, measure, and report on AI program ROI across CX.
Design and lead cross-functional programs spanning Support, Implementation, CX Ops, Integrations, and CSM, ensuring alignment on goals, timelines, and ownership.
Facilitate the operating rhythm of the CX leadership team: QBRs, team offsites, cross-team prioritization, and initiative tracking.
Identify gaps in how CX teams hand off, collaborate, and share information, and build programs to close them.
Serve as the VP of CX’s trusted operator for programs that require sustained, cross-team coordination.
Partner with CX Ops leadership to ensure operational infrastructure; tooling, data, workflows, to support the growing demands of the organization.
Drive AI enablement strategy ensuring every CX team member has the training, playbooks, tools, and knowledge to perform at the highest level.
Own CX-wide tooling strategy in partnership with CX leadership; evaluating, implementing, and optimizing the CX tech stack.
Build and maintain CX program scorecards tracking KPIs across all sub-teams.
Synthesize insights from across the org to surface patterns, risks, and opportunities to CX leadership.
Drive annual and quarterly planning processes for the CX organization.

Requirements

What you’ll need

7+ years of experience in customer experience, customer success, or operations roles, with at least 2–3 years in a program management or strategy capacity.
Demonstrated experience driving cross-functional programs in a fast-paced, high-growth environment.
Hands-on experience with AI tools in a CX context; managing, or scaling AI support agents, workflow automation, or LLM-powered tooling.
Background in B2B SaaS, particularly at companies with complex implementation or integration lifecycles.
Familiarity with the CX tech stack (e.g., Zendesk, Salesforce, PlanHat, or similar).
Strong strategic instincts combined with the operational rigor to execute against them.
Excellent communication and facilitation skills; able to align senior stakeholders and motivate individual contributors.
Comfort operating in ambiguity and building structure.
Preferred: experience managing or leading CX teams.
Preferred: experience working directly with AI/ML or product teams building AI-powered products.

Benefits

Comp & perks

Unlimited paid time off – yeah, you read that right! We trust our employees to build their own version of balance so they can feel rejuvenated to bring their best every day.
Retirement savings support – we invest in your future with RRSP/401(k) matching at 100% up to 3%, because long-term security matters just as much as day-to-day balance.
Health benefits – this includes day one medical, dental, and vision options, life & disability insurance, and paid maternity and parental leave.
Hybrid flexibility – we value the collaboration, mentorship, and learning that come from physically working next to one another, as well as the benefits that remote work can offer.
Work-life balance – supported by the fact that more than 90% of current employees agree that their leader supports their wellbeing.
Participation in our equity program – we’d love for you to share in MealSuite’s success as we continue to grow!
Opportunities for career development and advancement – we support our employees in pursuing and achieving their professional goals.
Purposeful work with a positive community impact – more than 90% of our North American employees agree that the company’s purpose aligns with their personal values. Learn more about our values at mealsuite.com/careers.

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Hard Skills & Tools

AI toolsworkflow automationprogram managementstrategy developmentchange managementAI adoption frameworksKPI trackingcross-functional program executiondata analysiscustomer experience management

Soft Skills

communicationfacilitationstrategic thinkingoperational rigorstakeholder alignmentmotivationadaptabilityproblem-solvingcollaborationleadership