Director of Customer Experience

What You’ll Do

• Build a world-class customer experience: Champion a customer-obsessed culture, by setting a clear vision for the team, owning key prioritization decisions, skillfully weighing tradeoffs to design  experiences that delight across every interaction and channel.
• Operational Excellence: Lead a global CX organization of 100+ employees, solving over 30,000 tickets per month across four support channels. Use best-in-class tooling (Zendesk, Assembled, and more) to deliver seamless experiences and drive efficiency across complex product lines.
• Strategy & Data: Position CX as a strategic pillar by building a metrics-driven foundation that informs decisions, measures impact, and enables compelling storytelling through data. Dig into the details while keeping a big-picture vision.
• Talent & People Development:  Lead and inspire an experienced leadership team while scaling a global organization to support growth from hundreds of thousands of customers today to millions in the future. Foster engagement and productivity across the team by building a high-performing culture that develops and retains talent, strengthens management capability, and delivers exceptional customer care at scale.
• Broad CX Leadership: Lead and support all areas of Customer Support, from frontline teams to specialized functions like training, QA, workforce management, and more to ensure every part of the organization is aligned to deliver exceptional customer experiences at scale.
• AI & Automation Vision: Build upon the automation roadmap (self-serve, deflection, agent assist) with new and innovative ways to leverage AI to provide amazing experiences with efficiency at scale. Stand up governance for model quality, safety, and privacy alongside frameworks and guardrails to protect the customer experience.
• Org Scaling & Structure: Design and execute a global scaling strategy that leverages a mix of full-time employees, BPO partners, and AI tools to deliver high-quality, 24/7 customer support. Lead vendor and BPO management by driving SLAs and KPIs, running QBRs, and designing site mix, surge plans, and exit strategies, while ensuring consistent QA and a unified brand voice across all partners.
• Voice of the Customer: Bring deep customer insights to the company, using data and compelling narratives to influence strategy and product direction. Collaborate closely with Product to embed customer thinking into design and development, ensuring user experience is at the core of product strategy.
• Cross-Functional Alignment: Drive programs in alignment with Product, Engineering, Risk/Compliance, Legal, Marketing, and Revenue, that increase activation, adoption, and retention while protecting customers and the business with the goal of delivering a seamless customer experience across the customer lifecycle. 
• Business & Financial Leadership: Operate CX as a business within the business, managing the budget and delivering cost-effective, high-quality service that optimizes for customer value. In partnership with Finance, model scenarios for scaling the team, and build upon targets like Cost/Contact, Deflection %, backlog health, and productivity.

You Should

• Have extensive experience leading and scaling large CX organizations in fast-growing, operationally complex environments (for example: banking, fintech, loans, or financial software).
• Bring a track record of building CX organizations efficiently and effectively at scale, including 24/7 coverage, full-time teams, BPOs, and automation. (banking or fintech experience preferred)
• Demonstrated success deploying AI and automation to enhance support operations, increase agent enablement, and improve efficiency without sacrificing quality.
• Have strong financial and operational acumen, with the ability to put together scaling models in partnership with Finance, articulate tradeoffs, and execute strategies that deliver top-tier customer support at scale.
• Be experienced in leading a function that spans multiple product lines and customer types, ideally with some exposure to broader CX domains such as Risk, Sales, or Operations.
• Be a strong people leader, passionate about leading an experienced leadership team and growing managers, while building sustainable careers at scale.
• Be passionate about rallying and leading teams through periods of change with clarity, transparency, and empathy, ensuring alignment, stability, and motivation even in fast-scaling or evolving environments.
• Excel at proactively influencing up and across the organization, building alignment and driving shared goals with product, revenue, risk, marketing, and executive teams using data to shape the vision
• Be confident building and executing against a data-driven foundation for CX, with proven ability to tell compelling stories through both numbers and narrative.
• Bring excellent communication and cultural leadership skills, and ideally, a good sense of humor.

The total rewards package at Mercury includes base salary, equity, and benefits.

Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers.

Our target new hire base salary ranges for this role are the following:

• US employees in the New York City or San Francisco Bay Area: $236,200 - $295,300USD
• US employees outside of the New York City or San Francisco Bay Area: $212,600- $265,800 USD

Mercury values diversity & belonging and is proud to be an Equal Employment Opportunity employer. All individuals seeking employment at Mercury are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic. We are committed to providing reasonable accommodations throughout the recruitment process for applicants with disabilities or special needs. If you need assistance, or an accommodation, please let your recruiter know once you are contacted about a role.

We use Covey as part of our hiring and / or promotional process for jobs in NYC and certain features may qualify it as an AEDT. As part of the evaluation process we provide Covey with job requirements and candidate submitted applications. We began using Covey Scout for Inbound on January 22, 2024. Please see the independent bias audit report covering our use of Covey here.

[Please see the independent bias audit report covering our use of Covey for more information.] 

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