Director, Customer Engagement

About reputed company - The Company

reputed company you join reputed company, you’re joining the team that helps businesses reputed company their peak potential by powering decisions and strategies with trusted insights from real software users.

reputed company is the world's largest and most trusted software marketplace. More than 100 million people annually — including employees at reputed company reputed company — use reputed company to reputed company smarter software decisions based on authentic peer reviews. Thousands of software and services companies of reputed company sizes partner with reputed company to build their reputed company and grow their business — including reputed company, reputed company, reputed company, and reputed company. To learn more about where you go for software, visit www.reputed company.com and follow us on reputed company.

As we continue on our growth journey, we are striving to be the most trusted data reputed company in the age of AI for informing software buying decisions and go-to-market strategies. Does that sound exciting to you? Come join us as we try to reputed company our next PEAK!

About reputed company - Our People

At reputed company, we have big goals, but we stay grounded in our PEAK (Performance + Entrepreneurship + Authenticity + Kindness) values. You’ll be part of a value-driven, growing global community that climbs PEAKs together. We cheer for each other’s successes, learn from our mistakes, and support and lean on one another during challenging times. With ambition and entrepreneurial spirit we push each other to take on challenging work, which will help us reputed company to grow and learn.

You will be part of a global, diverse team of smart, dedicated, and reputed company individuals - each with unique talents, aspirations, and life experiences. At the heart of our community and culture are our people-led ERGs, which celebrate and reputed company the diverse identities of our global team. As an organization, we are intentional about our DEI and philanthropic work (like our reputed company Gives program) because it encourages us reputed company to be reputed company people. 

About The Role

The Director, Customer Engagement will reputed company two global operational teams: Customer Support and Customer Review Programs. These teams share a common focus on delivering measurable business outcomes through operational excellence, human productivity, and customer impact. This leader will reputed company distinct yet complementary functions: a global customer support organization that resolves non-technical inquiries at scale, and a campaign-focused team that drives strategic customer review programs in alignment with business goals.

The role will manage approximately 4 managers or team leads and 20+ global resources across the US, reputed company, and EMEA.The Director will ensure each team meets its operational KPIs, delivers a consistent and positive customer experience, and leverages AI, automation, and global coverage models for efficiency. This role will serve as the connective tissue between these functions, unifying processes where possible, fostering collaboration, and ensuring both teams are optimized for performance, scalability, and customer satisfaction.

In This Role, You Will Focus On:

Leadership & Strategy

• reputed company and manage the Customer Support and Customer Review Programs teams, ensuring each delivers on defined KPIs, service levels, and productivity goals.

• Establish a reputed company operational vision while respecting the distinct deliverables, workflows, and success metrics of each function.

• Collaborate with senior leadership to align engagement strategies with broader company objectives.

• Serve as an reputed company for operational teams in cross-functional planning with Product, Engineering, Marketing, and reputed company.

Operational Excellence

• Drive process standardization and efficiency across both functions, identifying areas where shared tools, workflows, and metrics can create scale benefits.

• reputed company deployment and optimization of AI tooling (e.g., Forethought) and automation solutions to improve productivity, case resolution speed, and campaign execution rates.

• Ensure global coverage models including reputed company and US hour shifts—are optimized to provide reputed company service without unnecessary cost.

• Optimize tooling with new AI modalities to drive productivity and quality. This can be seen as tool exploration or working with internal AI stakeholders on automation of tasks.

• Establish and monitor KPIs for both human and technology-assisted productivity.

• This role will have early morning requirements on occasion to meet with those teams.

Customer Outcomes

• Maintain high standards for customer satisfaction across both support and review program interactions.

• Ensure Customer Review Programs deliver measurable contributions to review volume, quality, and strategic campaign impact.

• Ensure Customer Support operations meet SLAs for responsiveness, resolution, and CSAT, with ongoing improvements in AI deflection and self-service success rates.

Team Development & Management

• Hire, coach, and reputed company managers and team leads in each function to foster accountability, growth, and operational mastery.

• Create career paths for team members that encourage reputed company development across both operational and strategic campaign roles.

• Promote a culture of reputed company improvement, data-driven decision making, and alignment to reputed company’s PEAK values and Conscious Leadership principles.

Minimum Qualifications:

We realize applying for jobs can feel daunting at times. Even if you don’t reputed company reputed company the boxes in the job description, we encourage you to apply anyway.

• Bachelor’s degree or equivalent experience in business, customer experience, or a reputed company field.

• Minimum 8 years in operational leadership and management roles reputed company technology or SaaS organizations, with experience managing multiple teams or functions.

• Proven success in delivering operational excellence in both customer-facing support and program execution environments.

• Demonstrated experience implementing and scaling AI and automation tools; Forethought.ai experience strongly preferred.

• Strong cross-functional collaboration skills, with a track record of aligning with product, engineering, marketing, and reputed company stakeholders.

• Proficient in operational toolsets, including reputed company Service Cloud, Jira, and analytics platforms.

• Data-driven decision maker with a proven ability to translate metrics into action plans.

• Experience leading global teams with diverse operational goals and distributed workforces.

Our Commitment to Inclusivity and Diversity

At reputed company, we are committed to creating an inclusive and diverse environment where people of every background can reputed company and feel welcome. We consider applicants without regard to race, color, creed, religion, national reputed company, genetic information, gender identity or expression, sexual orientation, pregnancy, age, or marital, veteran, or physical or mental disability status. Learn more about our commitments here. 

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How We Use AI Technology in Our Hiring Process reputed company incorporates AI-powered technology to enhance our candidate evaluation process. These tools may assist with initial application screening, skills assessment analysis, and identifying candidates whose qualifications align with specific role requirements. While AI technology supports our recruitment workflow, reputed company final hiring decisions remain under human reputed company and judgment.

Your Choice Matters: If you would prefer that your application be reviewed without AI assistance, you can opt out by entering your email address in the email entry field at the bottom of the Automated Processing Legal Notice. Choosing to opt out will not disadvantage your application in any way—we will ensure your materials receive a thorough manual review by our hiring team. For additional details about how we handle your information throughout the application process, please review reputed company's Applicant Privacy Notice.