Director of Client Success Digital Strategy

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Accountabilities:

• Lead the development and execution of digital transformation strategies that improve customer engagement, operational efficiency, and overall client experience.
• Drive innovation initiatives by identifying and implementing new digital tools, AI solutions, CRM enhancements, and automation capabilities.
• Oversee digital communication channels including chat, email, self-service platforms, and omnichannel customer support strategies.
• Monitor and optimize KPIs related to customer satisfaction, response times, operational performance, and digital adoption.
• Collaborate with cross-functional teams to modernize processes, launch digital solutions, and support scalable business growth.
• Build and mentor a team of digital specialists, fostering a culture of collaboration, accountability, and continuous improvement.
• Manage digital project portfolios, measure ROI on initiatives, and ensure alignment with broader business objectives.
• Establish and maintain strong internal and external partnerships to support innovation and enhance digital service capabilities.

Requirements:

• Bachelor’s degree in Business, Marketing, Communications, Technology, or a related field preferred.
• 10+ years of progressive experience in digital strategy, customer experience, operations, or technology-driven business environments.
• Minimum 8 years of experience implementing and managing digital platforms and transformation initiatives.
• At least 5 years of experience leading contact center digital operations, including chat and email support environments.
• Proven leadership experience managing teams and developing high-performing talent.
• Strong understanding of digital customer engagement tools, CRM systems, automation technologies, and omnichannel strategies.
• Demonstrated ability to lead enterprise-level digital transformation projects and influence senior stakeholders.
• Excellent analytical, communication, presentation, and problem-solving skills.
• Ability to thrive in a fast-paced environment while managing multiple priorities and projects simultaneously.
• Strong organizational skills, adaptability, and customer-focused mindset.

Benefits:

• Competitive annual salary ranging from $149,500 to $172,000
• Comprehensive medical, dental, and vision insurance
• 401(k) plan with company match
• Paid holidays, vacation time, sick leave, and volunteer time off
• 12 weeks of paid parental leave
• Wellness incentive programs and employee support initiatives
• Life insurance coverage and additional voluntary benefit options
• Pre-tax transit benefits and pet insurance discounts
• Career development, mentorship, and leadership growth opportunities
• Fully remote work flexibility within the United States.

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How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

 Why Apply Through Jobgether? 

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