Senior Director, Customer Experience & Support

About the Role 

As Senior Director, Customer Experience & Support, you will have responsibility for creating exceptional customer experiences through leading the operations and performance of the Customer Support,  Engagement, and Ad Operations teams. In this role, you will need to have an understanding of the entire customer journey, developing the strategy for digital and human engagements from implementation through renewal. You’ll empower teams to deliver exceptional service through effective internal workflows and external customer touch points.

You will define the evolution of the scaled service motion for employers who utilize both Glassdoor’s free and paid products and ensure teams are sufficiently resourced to handle customer implementations and escalations with speed and quality. These teams support implementation, reactive escalations, proactive pooled engagements, and product resolutions across email and chat channels.  

What You’ll Do 

• Inspire and lead a team of Product Support, Ad Operations, Offshore Customer Support and Implementation, and Customer Engagement Specialists to deliver exceptional customer touchpoints
• Contribute to the development of vision and strategy within the broader monetization operations team
• Develop and deploy strategies, action plans and playbooks to improve the customer satisfaction (CSAT) and increase customer retention
• Understand drivers of strong team engagement and build action plans to improve and retain employees
• Lead strategic, cross-functional initiatives and play a leading role in defining the broader strategy for the customer experience organization
• Understand market trends and keep up-to-date with the latest developments, trends and technology impacting our function and industry
• Build strong internal partnerships with cross-functional teams inside and beyond the monetization ops organization, including Sales, CSM, Product, Marketing, Content, and Sales Operations
• Develop and execute against challenging, but achievable quarterly OKRs, utilizing both Top Down and Bottoms Up approaches

What You’ll Bring

• A commitment to add to our culture of DEI
• 15+ years of progressive Customer Service experience in a customer-facing organization; and 10+ years in a leadership/management role in a B2B environment
• 5+ years of advertising operations experience 
• Significant prior experience defining and implementing strategy for customer facing and operations heavy teams with a focus on efficiencies at scale
• Demonstrated track record leading major projects or transformation initiatives, particularly those linked to the customer journey and improving the customer experience
• Knowledge and expertise working with Salesforce, Salesforce Service Cloud and Gainsight
• Experience developing content for webinars and customer education, designing onboarding sequences and architecting Help Center content to educate customers 

Base Salary Range*: $222,280 - $269,075 

You can learn more about our compensation philosophy here and see salary ranges for all Glassdoor jobs here.

*Glassdoor base salaries are targeted to the market 75th percentile for technical roles and the 65th percentile for non-technical roles. In other words, 65-75% of comparable organizations in our industry will pay less.

Annual Bonus Target: 25%

**Bonuses are paid in 6-month intervals, aligning with bi-annual performance reviews

Generous Restricted Stock Units (RSU): 

***Restricted Stock Units (RSU) are awarded at hire and may be refreshed annually. Additionally, as a pay-for-performance company, RSU grant awards are presented bi-annually to exceptional performers.

Health and Wellness: 100% employer-paid premiums for employee medical, dental, vision, life, short and long-term disability, select well-being programs, and 80% employer-paid premiums for all dependents.* Generous paid time off programs for birthing and non-birthing parents are provided, along with paid injury/illness leave and paid family emergency leave.

*Coverage begins at the start of employment. After 48 months of continuous employment, 100% of all premiums for you and your dependents can be employer-paid!

Work/Life Balance: Open Paid Time Off policy, in addition to 15-20 paid company holidays/year

Investing in Your Future: 401(k) plan with a company match up to $5,000 per year, subsidized  fertility and family planning services, and discounted legal assistance services.