The Director, Customer Experience (CX) Strategy and Transformation is responsible for leading and optimizing customer experience (CX) strategies, ensuring seamless service delivery, and driving operational efficiencies. This role oversees support operations, AI-driven automation, and omnichannel customer engagement while aligning CX initiatives with business objectives. The ideal candidate is a data-driven leader who can scale operations, enhance digital support capabilities, and improve overall customer satisfaction.
Responsibilities- Lead and optimize CX operations across multiple channels, including chat, voice, and digital support.
- Develop and implement strategies to enhance customer engagement, satisfaction, and retention.
- Drive efficiency and scalability through automation, AI-driven support, and process improvements.
- Oversee KPI performance, ensuring service levels, response times, and resolution rates meet business goals.
Technology & Innovation
- Partner with technology teams to embed AI-powered automation and digital self-service capabilities.
- Ensure seamless integration of support systems within customer-facing applications.
- Evaluate and implement emerging CX technologies to enhance operational effectiveness.
Team Leadership & Collaboration
- Manage and mentor a high-performing CX operations team, fostering a culture of excellence.
- Collaborate cross-functionally with Product, Engineering, and Customer Success teams to align CX strategies.
- Establish and maintain strong relationships with vendors and technology partners.
Performance & Insights
- Analyze customer insights and operational data to drive continuous improvement.
- Develop and track key metrics, ensuring data-driven decision-making.
- Implement feedback loops to enhance customer journeys and service quality.
- Ability to work in the Nashville, TN office
- 8+ years of experience in customer experience, contact center operations, or related roles.
- Proven leadership in scaling CX operations and implementing digital transformation initiatives.
- Experience with CX platforms (e.g., Zendesk) and AI-driven automation tools.
- Strong analytical and problem-solving skills with a data-driven mindset.
- Excellent communication and stakeholder management abilities.
- Experience in tech-driven CX environments, SaaS, or consumer applications.
- Background in managing outsourced and in-house support operations.
- Familiarity with AI chatbots, workflow automation, and self-service technologies.
#LI-DL1 #LI-Onsite
Metropolis Technologies is an equal opportunity employer. We make all hiring decisions based on merit, qualifications, and business needs, without regard to race, color, religion, sex (including gender identity, sexual orientation, or pregnancy), national origin, disability, veteran status, or any other protected characteristic under federal, state, or local law.
What the Team is Saying
Metropolis Technologies Compensation & Benefits Highlights
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Healthcare Strength — Company and job‑listing materials highlight subsidized medical coverage for full‑time and hourly staff, with comprehensive options like dental, vision, mental‑health support, and wellness programs. Some profiles even describe fully paid medical for employees and dependents, underscoring strong baseline health support.
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Leave & Time Off Breadth — Public materials emphasize flexible and generous PTO, including unlimited PTO for many salaried roles and generous accruals for hourly staff. Observed holidays are included, with premium pay when worked, adding meaningful time‑off and pay protections.
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Retirement Support — Materials consistently reference a 401(k) plan with company matching. This indicates tangible employer participation in employees’ retirement savings.
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What We Do
Metropolis Technologies, Inc. is an artificial intelligence company whose computer vision platform enables checkout-free payment experiences for the real world. Its proprietary AI-driven technology reaches more than 50 million customers while reducing costs, increasing transparency and capturing additional revenue for real estate partners. Following its take-private acquisition of SP+, Metropolis is now the largest parking network in North America with more than 4,000 locations. To learn more about Metropolis, please visit www.metropolis.io.
Why Work With Us
We’re not your typical technology company. We’re world-class software and hardware engineers, we’re neighborhood urbanists and operators, we’re caring customer support specialists, we’re nerdy data scientists and machine learning engineers, we’re designers and architects… and many things in-between and beyond.
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Metropolis Technologies Offices
OnSite Workspace
Metropolis values in-person collaboration to drive innovation, strengthen culture, and enhance the Member experience. Our corporate team members hold to our office-first model, which requires employees to be on-site at least four days a week.
