Sr Director, Customer Experience

Job Description

SUMMARY: Stride is committed to delivering exceptional products/services and fostering long-lasting relationships with our customers. We are seeking a seasoned professional to join our enrollment team as the Senior Director of Customer Experience. This role is responsible for working throughout our organization to enhance our sales processes by being the #1 advocate and champion of the customer. If you have experience in B2C / retail / e-commerce, a passion for delivering great customer service, and want to make a huge impact in your next position, this could be a great fit. Must be a self-motivated individual capable of working independently to deliver results.

ESSENTIAL FUNCTIONS:   Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

• Develop and Implement Customer Experience Strategy:
  • Execute personalized customer service engagement strategies for contact center outreach.
  • Establish the short and long-term digital customer engagement roadmap through developing and managing key initiatives to enhance channel utilization (email, chat, SMS, push, in-app, etc.)
• Cross-Functional Collaboration:
  • Successfully advocate for the customer within the organization through building strong cross-functional relationships with other teams including marketing, sales, product development, IT, finance, and more.
  • Facilitate a strong collaborative relationship with analytics, crafting comprehensive testing strategies to expedite learning, optimization, and scaling.
  • Work alongside IT teams to leverage technologies that will enhance and personalize customer interactions.
  • Generate innovative and creative ideas for video content that resonate with target audiences and will be embedded into the overall engagement strategy.
• Customer Insights and Analytics:
  • Customer-Centric Mindset. Identify data and insights from internal and external sources to inform customer strategy and create a deep understanding of our customers’ needs and behaviors.
  • Cultivate an in-depth understanding of client needs, market dynamics, and competitive forces.
  • Identify and prioritize key segments, use cases, and critical moments in the customer lifecycle to foster deeper relationships.
  • Leverage customer feedback, analytics, and market research to drive improvements.
  • Industry Knowledge: Familiarity with industry trends, best practices, and benchmarks in customer experience management.
  • Apply data analysis and interpretation to derive actionable insights for enhancing customer experience.
• Leadership & Executive Presence
  • Hands-on leadership style with ability to foster true alignment, overcome operational challenges, and accelerate delivery.
  • Ability to think strategically and translate high-level vision into actionable plans and initiatives.
  • Management of training and quality assurance team members.

Supervisory Responsibilities: Directly supervises 5 - 10 Full-time Equivalent (FTE) regular employees and/or contractors.  Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

MINIMUM REQUIRED QUALIFICATIONS:   

• Minimum of 10 years of progressive experience in customer experience, customer service, or related roles.
• Microsoft Office (Outlook, Word, Excel, PowerPoint, Project, Visio, etc.); Web proficiency.
• Ability to travel 20% of the time
• Ability to clear required background check

Certificates and Licenses: None required.

DESIRED QUALIFICATIONS:  

• Senior leadership experience within customer service industry.
• Ability to lead and inspire a team, fostering a culture of customer-centricity and continuous improvement.
• Experience implementing AI/ML technologies and/or tools to improve customer satisfaction.
• Project management
• Excellent written and verbal communication skills.
• Familiarity with customer experience management platforms, CRM systems, and other relevant technologies.
• Bachelor's degree in Business Administration, Marketing, or a related field. Advanced degree (Master’s or MBA) preferred.

WORK ENVIRONMENT:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations ma