Director, Customer Experience Product

The Director of Customer Experience Product will own customer service and experience products, including CRM workflows, case management, IVR routing, self-service capabilities, and knowledge management. Working with your manager in the Customer Service/Experience Product department, you'll partner closely with operations, technology, digital commerce, and customer care teams to deliver high-impact features. You will translate customer pain points and service metrics into clear product requirements, prioritize the backlog, and drive end-to-end execution to reduce handle time, increase first contact resolution, and improve CSAT/NPS while strengthening reliability and lowering cost per contact.