The Director of Customer Experience is committed to delivering exceptional service that not only resolves issues but exceeds expectations, fostering long-term loyalty and satisfaction. Through strategic leadership and continuous innovation, they aim to empower their team to provide support solutions that are both efficient and empathetic, ensuring that the customer’s voice is integrated into broader organizational strategy. Their mission is to create a seamless, positive customer experience from start to finish, thereby enhancing overall brand value and contributing to business growth.

In this role you will get to:

• Lead & develop a high-performing team that provides an excellent customer experience for clinical customers.
• Implement Data-Driven Performance Metrics and KPIs for all Clinical CX Teams
• Implement Performance tracking and accountability for all agents and leads, including throughput, quality, and training objectives
• Collaborate with Digital excellence teams to pilot at least two (2) new AI-related processes or tools in 2024, creating clearly defined success/failure criteria tied explicitly to cost savings.
• Manage operational expenses within budget, creating staffing forecasts to give future visibility of changes in expense.
• Set the foundation for CX transformation & the creation of a Customer Success team
• Draft proposed org. structure to best support, retain, & grow Clinical customers as we transition more to subscription software products. Include specific responsibilities, metrics, & incentives for both teams & individual roles.
• Align CX Strategy to critical BU Initiatives
• Implement quarterly VOC program to help inform/support BU initiatives and share results with relevant teams.
• Build a CX strategy and readiness plan ahead of WJV (collaborating with other groups).  Define scope, possible incentives, and metrics.

Disclaimer 
The above statements describe the general nature and level of the work performed by people assigned to this work. This list does not cover all possible duties, tasks, or responsibilities. Riverside Insights may amend or change responsibilities to meet the needs of the business and organization as necessary.

• Bachelor’s degree Required with at least 1-3 years as a leader managing teams.
• Proficiency in leading and nurturing a high-performing team, ensuring they are capable of delivering excellent customer service.
• Proven ability to lead & manage a Customer Success team for a SaaS company, with a track record of improving key metrics (GRR, NRR, etc.)

• Skill in setting clear performance expectations, conducting regular and meaningful career conversations, and creating development plans for team members.
• Ability to drive initiatives that significantly improve employee engagement and job satisfaction.
• Experience in identifying skill gaps and designing effective learning programs to enhance team performance.
• Strong ability to implement and monitor key performance indicators (KPIs) and service level agreements (SLAs) to manage team performance.
• Expertise in maintaining high standards of customer service quality, with specific targets for quality assurance and training completion.
• Capability to pilot and evaluate AI-based tools or processes, with a focus on improving efficiency and cost savings.
• Experience in implementing and managing a VOC program that gathers and analyzes customer feedback to inform business strategies.
• Ability to work collaboratively with various business units to align customer experience strategies with broader business initiatives.
• Competency in developing comprehensive plans for initiatives, ensuring CX readiness and alignment with organizational goals.

• Medical, Dental, and Vision plans
• Company-paid basic life and AD&D insurance
• Company-paid short-term and long-term disability
• Supplemental life insurance options
• Company-paid Employee Assistance Program (EAP)
• Retirement plan with discretionary company matching
• Flexible Spending Account (FSA) and Health Savings Account (HSA) options
• Premium subscription to Calm for employees and dependents
• Company-paid time off (PTO)
• 13 named holidays, 2 floating holidays, and 4 early-release half days
• Flexible work arrangements
• Work-from-home expense reimbursement
• Tuition Reimbursement Program
• Company orientation and 30/60/90 Day Onboarding

Who are Riverside Insights?
Riverside Insights is a growth-focused business on a mission to elevate one billion lives globally by 2030 through research-based assessments and technology for educational professionals, students, clinical and behavioral health clients, and workforce talent. Our people and culture are the foundation of our success, and we are committed to fostering a positive and inclusive environment where all employees can thrive, feel valued, and be cared for.

Riverside Insights is an Equal-opportunity Employer: 
Riverside Insights provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Our Commitment to Diversity & Inclusion: 
At Riverside Insights, every employee has the right to a welcoming and inclusive workplace where their diverse backgrounds, experiences, and perspectives are valued and celebrated.