Avaap · 11 hours ago
Director Customer Experience
United States
Full-time
Onsite
Director/ExecutiveAvaap is a company focused on enhancing client experiences, and they are seeking a Director of Customer Experience to operate and scale their Client Experience program. This role involves ensuring a consistent, high-quality experience across the customer lifecycle and coordinating experience-related activities across internal teams.
Information Technology & Services
No H1B
Hiring Manager
Jessica (Owens) Torres
Responsibilities
Execute and manage the defined customer experience lifecycle and engagement model post-go-live
Ensure consistent experience touchpoints, communications, and feedback loops across the client base
Operate client health monitoring programs, including NPS, surveys, interviews, and experience scoring
Monitor experience signals and proactively identify emerging risks, trends, or systemic issues
Coordinate with Client Partners, Managed Services, Delivery, and Customer Base Sales to support client engagement at appropriate lifecycle phases
Maintain dashboards and reporting related to client health, engagement, and experience trends
Provide structured, actionable insights to leadership to support decision-making and continuous improvement
Manage day-to-day customer experience program operations, workflows, and documentation
Support the ongoing refinement of tools, processes, and governance to enable scale and consistency
Qualification
Required
Bachelor's degree or equivalent professional experience
Experience in customer experience, customer success, account management, or client support models
Familiarity with client lifecycle frameworks, health scoring, and feedback systems (e.g., NPS, surveys, interviews)
Experience working in or alongside consulting, professional services, or technology delivery organizations
Strong organizational and analytical skills, with the ability to manage multiple initiatives simultaneously
Proven ability to communicate effectively with both internal teams and client stakeholders
Comfort working with dashboards, reporting tools, CRM/PSA systems, and standard business productivity tools
Excellent written and verbal communication skills
Ability to work remotely or from an Avaap office location
Ability to remain stationary at a computer for extended periods
Authorization to work in the country where the role is based
Ability and willingness to travel as needed based on client or business requirements
Benefits
Open PTO
Competitive vision, dental, and medical, including fertility coverage
Paid parental leave
401(k) match
Company-paid disability and life benefits
Employee Assistance Program, including behavioral health services
Fitness stipend
Company
Avaap
Avaap is a premier technology and advisory consulting partner dedicated to accelerating organizational transformation.
Founded in 2006
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Lydia Jonathan
Executive Admin to CEO
Tom Gaertig
ACCOUNT EXECUTIVE
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