Responsibilities

Strategic & Operational Leadership: Lead Passport's Customer Support and Account Operations functions, ensuring both proactive merchant support and reactive issue resolution deliver a consistent, high-quality customer experience. Establish clear goals, operational standards, and quarterly OKRs that drive continuous improvement
Team Management: Directly oversee and develop a global, remote team of managers and individual contributors. Build strong accountability, effective escalation processes, and a culture of ownership while ensuring efficient execution and high-quality customer interactions
Performance Management & Analytics: Define, track, and drive performance against KPIs across Customer Support, Account Operations, and the broader customer experience. Develop reporting and operating cadences that provide visibility into performance, identify emerging trends, and drive actionable improvements
Operational Planning & Scalability: Own staffing, scheduling, capacity planning, and forecasting to ensure appropriate coverage and efficient operations, particularly during peak periods. Continuously improve workflows, resource allocation, and operational processes to support growth while balancing service quality and cost
Customer Experience & Product Feedback: Serve as a key voice of the customer, proactively identifying recurring pain points, product gaps, and opportunities for improvement through customer feedback and operational data. Partner closely with Product and Engineering to advocate for enhancements, communicate customer impact, and track the effectiveness of implemented solutions
Process Improvement & Innovation: Identify and lead initiatives that improve operational efficiency and the customer experience, including reducing repeat contacts, eliminating manual work, and expanding self-service capabilities. Own the ongoing development of our knowledge base, support workflows, and AI-powered support tools, including evaluating and optimizing automation opportunities
Cross-Functional Collaboration: Work closely with Product, Engineering, Operations, Commercial, and other teams to resolve systemic issues, support new features and launches, and drive improvements across the end-to-end customer journey. Ensure clear ownership, accountability, and follow-through on cross-functional initiatives

Director of Customer Experience at Passport · LumiJobs

Director of Customer Experience

Responsibilities

Qualification

Required

Company

Passport

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