Director of Customer Experience

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Company

Credit Genie's mission is to help users take control of their finances, by offering cash advances between paydays, and by providing financial insights into spending habits. Having empowered over 1 Million customers to budget wisely, evade overdraft fees, and minimize credit card payments, we're on an ambitious journey. Our vision is rooted in a world where financial access is universal, and personal financial goals are within reach.

This position will be based out of our headquarters in Plymouth Meeting, PA. We follow a hybrid work model of 3 days/ week in office.

Overview

At Credit Genie, we are looking for a forward-thinking and strategic Director of Customer Experience to lead our Customer Service initiatives and drive innovation and leverage artificial intelligence to modernize and scale our support operations.. You will play a pivotal role in enhancing the end-to-end customer journey, optimizing agent performance, integrating AI solutions, and fostering a culture of customer-centric excellence.

This leadership role requires a unique blend of hands-on operational expertise, AI driven process improvement and a product oriented vision, as you will lead a dynamic team of onshore and offshore resources while exploring automation and third-party solutions to enhance operational efficiency, reduce costs and improve customer satisfaction. You will also work closely with senior leadership to ensure customer insights and technology improvements have a meaningful impact across the organization.

What You'll Do

• Strategically implement AI focused tools (chatbots, virtual assistants, automated workflows, etc.) to enhance customer support, reduce agent workload, and improve response times.
• Lead and manage a blended team of onshore, offshore, and AI support resources ensuring alignment with operational goals and performance standards.
• Focus on improving agent performance and operational efficiency to deliver exceptional customer satisfaction.
• Balance traditional customer service operation with artificial intelligence, leveraging third-party partners initially and developing in-house capabilities over time.
• Manage customer complaints, ensuring quick resolutions and maintaining high customer retention.
• Conduct sentiment analysis, responding to trends and issues while maintaining a proactive approach.
• Evaluate and deploy third-party AI and automation solutions that streamline customer interactions, resolve issues proactively, and enhance self-service capabilities.
• Advocate for the voice of the customer with senior leadership to influence business strategy and product development.
• Partner with the cross functional stakeholders including product management, engineering, design, data science, and analytics
• Lead and execute the customer experience operations strategy from both a people and platform technology perspective.
• Balance day-to-day operational management with long-term strategic planning for the customer experience department.
• Develop and nurture strong vendor relationships, ensuring they align with company goals and performance standards.
• Foster a collaborative team environment, building strong relationships across internal and external teams to drive results.
• Create and track AI and human performance metrics to measure customer service effectiveness, response times and automation success, continuously refining our strategy.
• Foster a collaborative team environment, building strong relationships across internal teams, BPO providers, and AI technology partners to drive results.

Requirements

• Proven experience in developing and executing operational strategies
• 5+ years of experience in customer service management, with a focus on scaling operations and leveraging technology
• Experience leading and mentoring a team of 5+ customer experience agents
• Strong leadership and change management skills, with a track record of introducing and implementing technology process improvements.
• Experience working with Zendesk, AI enhanced tooling, automation and customer feedback platforms
• Proven track record of scaling a customer service organization leveraging technology.
• Exceptional communication and stakeholder management skills
• Proven track record of driving customer satisfaction, loyalty, and retention

Benefits & Perks

• Starting on day one, 100% coverage of Medical, Dental, and Vision for you and your dependents, with zero out-of-pocket costs
• Access to tax advantaged accounts; FSA, HSA, Commuter Benefits
• 401k with a 2.5% match with immediate vesting
• Equity in the form of stock options
• Free breakfast, lunch, and dinner for onsite employees
• Flexible working arrangements
• Flexible PTO and Sick leave
• Monthly Fitness Reimbursement
• Quarterly Fitness Challenge & Prizes
• Monthly in-office chair massages

Credit Genie is a proud Equal Opportunity Employer where we welcome and celebrate differences. We are committed to providing a workspace that is safe and inclusive, where everyone feels supported, connected, and inspired to do their best work. If you require any accommodations to participate in our recruitment process, please inform us of your needs when we contact you to schedule an interview.