Director of Customer Experience

End-to-end leadership of the faculty, student, and bookstore experience

The Director of Customer Experience leads the end-to-end experience for faculty, students, and bookstore partners across their relationship with the company, from implementation and onboarding through product use, support, retention, and renewal. This role aligns customer-facing teams, processes, systems, and insights to create a consistent, proactive experience that improves adoption, satisfaction, loyalty, and long-term customer value.

• Own and continuously improve the end-to-end customer journey across faculty, student, and bookstore touchpoints.

• Define service standards, handoffs, and experience expectations across implementation, onboarding, product use, support, and renewal.

• Identify friction points and lead cross-functional improvements that make it easier for customers to work with the company.

• Establish customer experience measures and reporting to evaluate satisfaction, adoption, service quality, and retention.

• Lead implementation and onboarding programs that prepare faculty, students, and bookstore partners for a successful launch and course start.

• Oversee active implementations, milestones, risks, communications, and cross-functional dependencies.

• Standardize scalable onboarding processes while allowing for appropriate customer and partner needs.

• Ensure a clear transition from implementation to ongoing engagement and support.

• Develop programs that help faculty and students confidently use the product and realize its intended value.

• Oversee customer training, webinars, launch resources, and ongoing education aligned with product updates and common needs.

• Partner with Product, Sales, Marketing, and Operations to improve adoption and proactively address barriers to use.

• Use engagement and support insights to strengthen communications, resources, and the overall product experience.

• Provide strategic leadership for faculty and student support, including service standards, ticket operations, escalation paths, and quality expectations.

• Ensure customer issues are resolved with urgency, ownership, and clear communication across channels.

• Analyze support trends to identify recurring issues and drive improvements in product, documentation, training, and internal processes.

• Build a service model that balances responsiveness, scalability, and a high-quality customer experience.

• Ensure bookstore partners receive clear, consistent support throughout setup, ordering, fulfillment, course readiness, and issue resolution.

• Improve coordination and handoffs among bookstores, internal teams, faculty, and students to reduce friction and protect the course experience.

• Gather partner feedback and translate recurring needs into process, communication, and system improvements.

• Partner with go to market teams to define customer health, identify risk, and support proactive retention and renewal efforts.

• Ensure customer feedback, adoption signals, service history, and unresolved issues inform renewal planning and outreach.

• Develop repeatable processes for risk escalation, recovery plans, and cross-functional follow-through.

• Use lifecycle insights to strengthen loyalty, advocacy, and long-term customer value.

• Own and optimize customer experience systems, workflows, dashboards, documentation, and reporting, including Planhat administration.

• Create scalable processes that improve visibility, accountability, and continuity across customer-facing teams.

• Build a consistent voice-of-customer approach that converts feedback and operational data into prioritized action.

• Lead customer-facing programs and strategic initiatives, including platform migrations and other experience-impacting changes.

• Lead, coach, and develop customer-facing leaders and team members while fostering a customer-first culture.

• Clarify ownership, goals, and performance expectations across the customer experience organization.

• Partner closely with Product, Sales, Marketing, Operations, and Technology to align priorities and resolve customer-impacting issues.

• Communicate customer experience priorities, risks, trends, and results to senior leadership.

• 5-7+ years of progressive experience in customer success, customer support, implementation, customer operations, account management, or another related customer-facing function.

• Demonstrated experience leading teams, major programs, or customer-facing operations; direct people-management experience strongly preferred.

• Experience improving customer journeys, service delivery, business processes, or operational efficiency.

• Strong communication, relationship-building, analytical, and problem-solving skills.

• Ability to influence and collaborate across departments, balance strategic priorities with hands-on

• Bachelor’s degree in Business, Communications, Education, Marketing, or a related field, or equivalent relevant experience.

• Experience in higher education, educational technology, SaaS, e-commerce, or a service-based organization.

• Experience improving customer journeys, service delivery, business processes, or operational efficiency.

• Experience with customer success, CRM, support, or business intelligence platforms; Planhat experience is a plus.

• Experience supporting platform migrations, organizational change, or other cross-functional customer initiatives.

Science Interactive Group is dedicated to connecting people with science through a range of brands and services. The company's mission is to make science accessible, engaging, and fun for people of all ages and backgrounds. Its brands include Science Interactive, Science First, Starlab, Your Science Hub, and Wildco, each offering unique products and services that promote science education and exploration. Science Interactive Group is committed to inspiring curiosity, promoting scientific literacy, and helping individuals and communities understand and appreciate the world around them.