Director, CX Programs
$145,700–$178,500 year
Hybrid · Dallas, Texas, United States or Cambridge, Ontario, Canada
Job Summary
Director, CX Programs leading AI adoption across the CX organization. Own the CX AI roadmap, translate AI strategy into actionable programs, and serve as the CX liaison to Data Analytics/AI. Design cross-functional CX programs spanning Support, Implementation, CX Ops, Integrations, and CSM; drive AI enablement, tooling strategy, and CX-wide KPIs. Requires 7+ years in CX/operations with program-management or strategy experience, hands-on AI tooling in CX, and a strong SaaS/B2B background. Role is hybrid/remote with location-based flexibility and ~10% travel. Compensation USD 145,700–178,500 per year.
Required Qualifications
- 7+ years of experience in customer experience, customer success, or operations roles, with at least 2–3 years in a program management or strategy capacity
- Hands-on experience with AI tools in a CX context; managing, or scaling AI support agents, workflow automation, or LLM-powered tooling
- Background in B2B SaaS, particularly at companies with complex implementation or integration lifecycles
- Familiarity with the CX tech stack (e.g., Zendesk, Salesforce, PlanHat, or similar)
- Strong strategic instincts combined with the operational rigor to execute against them
- Excellent communication and facilitation skills; able to align senior stakeholders and motivate individual contributors
- Comfort operating in ambiguity and building structure
- Preferred: experience managing or leading CX teams
- Preferred: experience working directly with AI/ML or product teams building AI-powered products
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