Director, Customer Experience

Ibotta is seeking a Director, Customer Experience to join our innovative team and contribute to our mission to Make Every Purchase Rewarding.

This role is designed for a visionary who can bridge the gap between high-level strategy and tactical execution. The ideal candidate is a champion of efficiency who excels at navigating complex cross-functional relationships, standardizing scalable workflows, and leveraging data-driven insights to eliminate obstacles and enhance the overall customer experience.

This position is located in Denver, Colorado as a hybrid position requiring 3 days in office (Tuesday, Wednesday, and Thursday). Candidates must live in the United States.

What you will be doing:

• Partner with the VP of Customer Operations on the vision for operational, tool and organization improvement of the Client, Consumer, and Publisher Operations teams.

• Lead and consult on strategies and company-wide initiatives that result in global, innovative changes which enhance the customer experience and operational efficiency.

• Advocate for resources, cross-functional support, and product investment as needed to achieve successful outcomes.

• Build strong relationships with technology and business partners across the organization to align on goals, identify needs, deliver comprehensive solutions, and eliminate obstacles to the achievement of objectives.

• Coach and motivate a team of talented Managers, Analysts, and Specialists; prepare individuals for growth opportunities and advancement.

• Deploy your team across projects based on urgency, impact, skill sets required, and professional development goals.

• Create and execute a vision and strategic roadmap for the Customer Experience team.

• Drive impact to Customer Operations OKRs, company goals, and the customer experience through effective leadership of your team.

• Foster and maintain a performance-driven team culture.

• Develop and implement strategies to continuously identify and prioritize Customer Operations process and tooling inefficiencies and risks.

• Design and implement innovative solutions independently and in collaboration with technology partners to improve operational efficiency, enhance scalability, and drive a culture of continuous improvement and customer-centricity across the organization.

• Lead process standardization efforts across Operations, creating repeatable, scalable workflows primed for automation

• Understand the business in-and-out to act as Customer Operations expert for company-wide initiatives and be proactive about solving emerging problems.

• Embrace and uphold Ibotta’s Core Values: Integrity, Boldness, Ownership, Teamwork, Transparency & A Good Idea Can Come From Anywhere

What we are looking for:

• 7-10 years of experience, preferably in an operations, project management, or strategy role

• 5-7 years of people management

• Bachelor’s degree preferred

• Experience with software development, product management, process improvement, and project management methodologies

• Ability to motivate and coach a team

• A strategic perspective to problem solving, with the ability to analyze quantitative and qualitative data and provide strategic recommendations and creative solutions

• Track record of leading scalable process improvements and driving results in fast-paced, dynamic environments

• Proven experience executing complex strategic and operational initiatives with minimal oversight

• Business acumen to have a vision of the whole business process when problem solving for a piece of it; ability to assess how current actions impact the whole process

• Excellent communication and interpersonal skills that shepherd stakeholders along and fosters collaboration

• Ability to make judgment calls based on the needs of the business

About Ibotta ("I bought a...")

Ibotta (NYSE: IBTA) is a leading performance marketing platform allowing brands to deliver digital promotions to over 200 million consumers through a network of publishers called the Ibotta Performance Network (IPN). The IPN allows marketers to influence what people buy, and where and how often they shop – all while paying only when their campaigns directly result in a sale. American shoppers have earned over $2.6 billion through the IPN since 2012. The largest tech IPO in history to come out of Colorado, Ibotta is headquartered in Denver, and is continually listed as a top place to work by The Denver Post and Inc. Magazine.

Additional Details:

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