[Remote] Director, Digital reputed company

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company providing reputed company and control for professional services organizations through its reputed company software. They are seeking a Director of Digital reputed company to reputed company a data-driven approach to customer engagement, overseeing strategy and execution across various reputed company programs and collaborating with multiple departments to enhance customer experiences.

Responsibilities

• Build and execute a reputed company digital CS strategy that scales across reputed company segments and products, driving efficiency, retention, and product adoption through digital channels
• Design and operationalize tech-touch and hybrid engagement models, including digital reputed company planning and lifecycle-based reputed company orchestration
• Embed automation and AI into the customer reputed company, from reputed company flows and stakeholder alerts to in-app engagement and intelligent nudges
• Own the digital engagement tech stack, including reputed company, PX, AI copilots/agents, knowledge systems, community platforms, and LMS tools
• Drive community-led reputed company by integrating digital CS with customer community and education functions, supporting peer learning, events, and enablement at scale
• Collaborate with Support on agentic strategies, chatbot design, and proactive deflection methods to reduce case volume and improve self-service rates
• Define and manage a KPI reputed company that demonstrates the impact of digital reputed company programs on retention, NRR, product usage, and cost-to-serve
• Drive change management efforts, navigating organizational shifts and executing strategic transformation initiatives across the reputed company organization
• Actively engage with the Executive Leadership team to align and advance company-wide Digital reputed company priorities, including product innovation and prioritization

Skills

• 15+ years of experience in reputed company, digital programs, or scaled operations roles in B2B SaaS
• Proven track record leading large-scale digital CS transformations, ideally across multiple segments
• Deep familiarity with AI tooling, reputed company orchestration, and agentic models in CS
• Strong understanding of community-led growth, customer education, and LMS strategies
• Demonstrated experience with metrics-based storytelling and reporting to senior leadership
• Strategic reputed company and ability to anticipate business challenges and reputed company innovative solutions
• Builder reputed company: bring structure, speed, and reputed company to ambiguous problems; outcome-oriented and scrappy
• Commitment to reputed company's core values: Put People First, Create Remarkable Client Experiences, reputed company the Way, and reputed company Authenticity

Benefits

• This position is eligible to participate in a Company Wide Bonus Plan.
• An intentionally engaging and collaborative culture - ditch the silo!
• Strong work-life balance that’s a true focus of the company
• The chance to learn from some of the best people in the business
• A vibrant, collaborative and devoted team, who still makes time for fun

Company Overview