Director of Customer Experience Strategy & Operations

About the Team

Our Customer Experience Strategy & Operations team owns the end-to-end design and execution of strategies that deliver best-in-class experiences across all touchpoints. We are customer-obsessed and relentless in improving operational excellence, customer outcomes, and satisfaction at scale. We work cross-functionally to bridge product, support, operations, and business leadership to make Snoonu the most trusted brand in the market.

About the Role

We’re looking for a Director of Customer Experience Strategy & Operations to lead our customer experience transformation across all verticals. This leader will define and scale strategies that improve customer and merchant satisfaction, optimize support operations, and drive efficiency through AI, automation, and data-driven insights.

If you are energized by building customer-centric organizations, scaling teams, and solving high-impact problems in a fast-paced environment, we want to hear from you.

(Some of) What you will be doing:

• Lead the Customer Experience Strategy:
  Define and drive Snoonu’s CX vision, strategy, and roadmap to deliver a differentiated experience that scales with our business.
• Build & Scale CX Operations:
  Oversee customer service operations across channels, improving SLAs, CSAT, NPS, and operational efficiency.
• Drive Innovation Through Technology:
  Partner with Product, Engineering, and Data teams to implement AI, chatbots, self-service, and automation that enhance customer journeys.
• Operationalize Excellence:
  Build and improve playbooks, processes, KPIs, and governance models to ensure consistent and reliable experiences across touchpoints.
• Executive Partner & Influencer:
  Influence and partner with senior leadership across product, business, and operations to embed customer-centricity in all company decisions.
• Lead, Grow, and Empower Teams:
  Hire, coach, and lead high-performing teams across strategy, operations, quality, and insights.

Attitude matters most but do you have any of these?

• 10+ years of experience in customer experience, strategy, operations, or related fields in high-growth tech, logistics, or services industries.
• 5+ years of experience in a senior leadership role, building and leading large cross-functional teams.
• Proven track record in transforming CX through strategy, operations, and technology.
• Experience with customer support platforms (e.g., Zendesk, Salesforce Service Cloud) and AI-driven solutions.
• Experience working with SQL to analyze customer data and inform strategic decisions.
• Proven ability to build fraud detection frameworks, including hands-on experience with fraud monitoring systems or collaborating with data science teams to develop fraud machine learning models.
• Expertise in churn analysis, identifying customer behavior patterns, and developing retention strategies to reduce churn.
• Experience in designing, launching, and scaling Voice of the Customer (VoC) programs, capturing actionable insights that improve customer journeys.
• Analytical and data-driven mindset with experience using data to influence decision-making.
• Exceptional leadership, communication, and stakeholder management skills along with experience of communicating efficiently across cultures, languages and geographies.
• Customer-obsessed and comfortable operating in a fast-paced, ambiguous environment.