Director of Customer Experience

ABOUT THE JOB We're looking for an experienced, operationally strong leader to own the end-to-end customer experience at Passport, spanning proactive Customer Account Operations, reactive Customer Support, and broader customer experience initiatives. Operating across both B2B and B2C support models, this role goes beyond traditional support management, combining operational excellence, data-driven insights, and cross-functional collaboration to anticipate customer needs, resolve issues, and drive meaningful improvements. The Director of Customer Experience will lead a global, remote team of approximately 20 people, including three managers, playing an integral role in the retention and success of our brands and the experience of their end customers. Our Account Operations team proactively monitors shipment performance, manages exceptions, handles merchant operational requests, and works as a bridge between our Customer Success Managers (CSMs) and Daily Operations teams to maintain account satisfaction. Our Customer Support team provides reactive support to brands and their end customers, ensuring timely issue resolution and high-quality service. Together, these teams create a critical feedback loop, surfacing customer insights and recurring pain points that inform our Customer Success and Operations teams, as well as improvements to our internal and external products. You'll be responsible for setting operational standards and KPIs, developing our knowledge base, guiding training and support for new features, and driving team performance. You'll leverage data and customer feedback to identify trends, improve processes, and advocate for product and operational enhancements across the business. WHAT YOU'LL DO: - Strategic & Operational Leadership: Lead Passport's Customer Support and Account Operations functions, ensuring both proactive merchant support and reactive issue resolution deliver a consistent, high-quality customer experience. Establish clear goals, operational standards, and quarterly OKRs that drive continuous improvement - Team Management: Directly oversee and develop a global, remote team of managers and individual contributors. Build strong accountability, effective escalation processes, and a culture of ownership while ensuring efficient execution and high-quality customer interactions - Performance Management & Analytics: Define, track, and drive performance against KPIs across Customer Support, Account Operations, and the broader customer experience. Develop reporting and operating cadences that provide visibility into performance, identify emerging trends, and drive actionable improvements - Operational Planning & Scalability: Own staffing, scheduling, capacity planning, and forecasting to ensure appropriate coverage and efficient operations, particularly during peak periods. Continuously improve workflows, resource allocation, and operational processes to support growth while balancing service quality and cost - Customer Experience & Product Feedback: Serve as a key voice of the customer, proactively identifying recurring pain points, product gaps, and opportunities for improvement through customer feedback and operational data. Partner closely with Product and Engineering to advocate for enhancements, communicate customer impact, and track the effectiveness of implemented solutions - Process Improvement & Innovation: Identify and lead initiatives that improve operational efficiency and the customer experience, including reducing repeat contacts, eliminating manual work, and expanding self-service capabilities. Own the ongoing development of our knowledge base, support workflows, and AI-powered support tools, including evaluating and optimizing automation opportunities - Cross-Functional Collaboration: Work closely with Product, Engineering, Operations, Commercial, and other teams to resolve systemic issues, support new features and launches, and drive improvements across the end-to-end customer journey. Ensure clear ownership, accountability, and follow-through on cross-functional initiatives YOU HAVE MANY OF THE FOLLOWING… Please apply even if you don't meet all of the criteria! - 6+ years of experience in Customer Support, Operations, or Experience, including 3+ years leading teams and developing managers - Experience scaling customer-facing operations across B2B and B2C support models, including proactive account management and reactive support - Strong operational and analytical skills, with a track record of using data to identify trends, solve problems, and drive measurable improvements - Experience managing KPIs, reporting, staffing, forecasting, and service-level performance - Proven ability to build scalable processes, improve efficiency, and balance customer experience with business priorities - Experience partnering with Product and Engineering to translate customer feedback into product and process improvements - Strong communication, problem-solving, and prioritization skills, with the ability to influence stakeholders and operate independently - Experience leading global, remote, or offshore teams - Experience in logistics, e-commerce, fulfillment, or similarly complex operational environments - Expert in Zendesk or similar support platforms, AI-powered tools, automation, and customer self-service solutions