Director, Customer Service & AI Transformation

Director, Customer Service & AI Transformation

We are seeking a visionary and results-oriented Director to lead our Customer Service department and its AI transformation .

This is a unique hybrid role for a leader who is both a passionate advocate for world-class customer support and a strategic architect of AI-driven efficiency. This role is suitable if you are a systems thinker who can build scalable, data-driven frameworks and mentor an elite team of problem solvers, transforming our CX function from a reactive support center into a proactive, predictive intelligence engine for the entire business.

Compensation : Our budget for the role is upto $160K/annum USD base + bonus and benefits including 401k, medical, dental, and vision insurance.

The opportunity is for you if:

• You are a Builder, not just a Manager. You have a demonstrated history of creating scalable systems, processes, and playbooks from the ground up.
• You are a Data-Driven Operator. You are fluent in data and analytics.
• You are an AI-First Strategist. You see AI and automation not just as cost-saving tools, but as the core of a modern customer experience.
• You are a Leader with Extreme Ownership. You are a direct, candid communicator who takes full accountability for your department's outcomes.

Responsibilities:

• Architect the AI Roadmap: Design and execute a multi-year strategy to automate >80% of customer interactions through advanced chat, email, and voice solutions.
• Systemize Service Excellence: Lead, coach, and develop an elite team of CS professionals by creating a culture of continuous improvement, deep product knowledge, and extreme ownership.
• Transform CS into a Business Intelligence Hub: Leverage AI and analytics to systematically identify and deliver actionable insights on product flaws, customer behavior, and market trends.
• Own the Technology Stack & P&L: Evaluate, select, and manage all CX technology vendors to ensure optimal performance and ROI.

Requirements:

• 10+ years of progressive experience in customer experience, support, or a related operations function.
• 5+ years of direct people management experience in a high-growth e-commerce environment.
• A proven, demonstrable track record of scaling a CS team through a significant technology transformation.

Core Skills:

• AI & Automation Mastery: Deep, hands-on experience implementing and scaling AI-powered CX platforms.
• Systems Architecture: Mastery in designing and documenting scalable operational processes.
• Data Fluency & Financial Acumen: Expert-level proficiency in data analysis, KPI management, and the ability to build and present a data-driven business case.

Beneficial Skills:

• High proficiency with the Shopify ecosystem.
• Deep expertise with enterprise-grade CX platforms.
• Formal certification in project management (PMP) or process improvement (Six Sigma).

We are an equal opportunities employer and welcome applications from all qualified candidates.