Avaap USA, LLC.
Director, Customer Experience page is loaded## Director, Customer Experienceremote type:
Remotelocations:
United States of Americatime type:
Full timeposted on:
Posted Yesterdayjob requisition id:
JR1010The Director of Customer Experience is responsible for operating and scaling Avaap’s Client Experience program, ensuring a consistent, high-quality experience across the customer lifecycle. Reporting to the Vice President of Customer Experience, this role focuses on executional excellence—running defined lifecycle touchpoints, managing client health and feedback programs, and coordinating experience-related activities across internal teams. This role serves as a point of continuity for clients and internal stakeholders, bringing structure, operational rigor, and follow-through to how Avaap listens to, supports, and learns from its customers. The Director plays a critical role in enabling consistency, accountability, and scale within Avaap’s customer experience model. ## Key Responsibilities* Execute and manage the defined customer experience lifecycle and engagement model post-go-live* Ensure consistent experience touchpoints, communications, and feedback loops across the client base* Operate client health monitoring programs, including NPS, surveys, interviews, and experience scoring* Monitor experience signals and proactively identify emerging risks, trends, or systemic issues* Coordinate with Client Partners, Managed Services, Delivery, and Customer Base Sales to support client engagement at appropriate lifecycle phases* Maintain dashboards and reporting related to client health, engagement, and experience trends* Provide structured, actionable insights to leadership to support decision-making and continuous improvement* Manage day-to-day customer experience program operations, workflows, and documentation* Support the ongoing refinement of tools, processes, and governance to enable scale and consistency ## Core Competencies* **Client Focus:** Demonstrates a strong commitment to client trust, consistency, and long-term relationships* **Operational Excellence:** Brings discipline, structure, and follow-through to program execution* **Collaboration:** Works effectively across delivery, managed services, sales, and leadership teams* **Communication:** Translates experience data and insights into clear, actionable inputs for varied audiences ## Desired Experience & Skills* Bachelor’s degree or equivalent professional experience* Experience in customer experience, customer success, account management, or client support models* Familiarity with client lifecycle frameworks, health scoring, and feedback systems (e.g., NPS, surveys, interviews)* Experience working in or alongside consulting, professional services, or technology delivery organizations* Strong organizational and analytical skills, with the ability to manage multiple initiatives simultaneously* Proven ability to communicate effectively with both internal teams and client stakeholders* Comfort working with dashboards, reporting tools, CRM/PSA systems, and standard business productivity tools ## Minimum Qualifications* Excellent written and verbal communication skills* Ability to work remotely or from an Avaap office location* Ability to remain stationary at a computer for extended periods* Authorization to work in the country where the role is based* Ability and willingness to travel as needed based on client or business requirements**Pay Transparency**
Compensation for roles at Avaap varies depending on a wide array of factors including but not limited to the specific business unit, team, role, skillset, and level of experience. As required by law, Avaap provides a reasonable range of compensation for roles that may be hired.* During the interview process, alignment to level will be determined and should level differ from position applied for, a new compensation range will be provided for the appropriate role.**Minimum Qualifications*** Must have excellent verbal and written communication skills along with the ability to communicate effectively* Must be able to perform work indoors and remain stationary at a computer* Ability to work in a fast-paced and deadline-oriented environment* Passion for exceptional customer service and collaboration* Ability to work remotely or out of one of Avaap’s physical office locations* Current permanent U.S. work authorization required**Featured Avaap Benefits*** Open PTO* Competitive vision, dental, and medical, including fertility coverage* Paid parental leave* 401(k) match* Company-paid disability and life benefits* Employee Assistance Program, including behavioral health services* Fitness stipend*Presented benefits available to full-time US employees. Speak with your recruiter about offerings outside of the US.*Avaap is a cross-platform industry-focused technology management consulting organization.
We offer a broad portfolio of services in Workday and Tableau to accelerate business goals, deploy technology solutions, and integrate current systems for business efficiency. Our consultants boast full life cycle expertise from system selection through post-production support, including data analytics and a strategic approach to change management powered by research, data, and experience.Avaap USA, LLC is proud to be an Equal Opportunity Employer. Employment decisions are made based on personal capabilities and qualifications without unlawful discrimination because of race, creed, color, national origin, nationality, age, sex (including pregnancy), sexual orientation, gender identity or expression, genetic information, military service, mental or physical disability, or any other protected characteristic as established by applicable law. Our EEO philosophy not only applies to hiring, but also to working conditions, benefits and privileges of employment, compensation, training, appointments for advancement, transfers, layoffs, recalls, and all other terms and conditions of employment.Compensation for roles at Avaap varies depending on a wide array of factors including but not limited to the specific business unit, team, role, skillset, and level of experience. As required by law, Avaap provides a reasonable range of compensation for roles that may be hired. During the interview process, alignment to level will be determined and should level differ from position applied for, a new compensation range will be provided for the appropriate role. #J-18808-Ljbffr
Remotelocations:
United States of Americatime type:
Full timeposted on:
Posted Yesterdayjob requisition id:
JR1010The Director of Customer Experience is responsible for operating and scaling Avaap’s Client Experience program, ensuring a consistent, high-quality experience across the customer lifecycle. Reporting to the Vice President of Customer Experience, this role focuses on executional excellence—running defined lifecycle touchpoints, managing client health and feedback programs, and coordinating experience-related activities across internal teams. This role serves as a point of continuity for clients and internal stakeholders, bringing structure, operational rigor, and follow-through to how Avaap listens to, supports, and learns from its customers. The Director plays a critical role in enabling consistency, accountability, and scale within Avaap’s customer experience model. ## Key Responsibilities* Execute and manage the defined customer experience lifecycle and engagement model post-go-live* Ensure consistent experience touchpoints, communications, and feedback loops across the client base* Operate client health monitoring programs, including NPS, surveys, interviews, and experience scoring* Monitor experience signals and proactively identify emerging risks, trends, or systemic issues* Coordinate with Client Partners, Managed Services, Delivery, and Customer Base Sales to support client engagement at appropriate lifecycle phases* Maintain dashboards and reporting related to client health, engagement, and experience trends* Provide structured, actionable insights to leadership to support decision-making and continuous improvement* Manage day-to-day customer experience program operations, workflows, and documentation* Support the ongoing refinement of tools, processes, and governance to enable scale and consistency ## Core Competencies* **Client Focus:** Demonstrates a strong commitment to client trust, consistency, and long-term relationships* **Operational Excellence:** Brings discipline, structure, and follow-through to program execution* **Collaboration:** Works effectively across delivery, managed services, sales, and leadership teams* **Communication:** Translates experience data and insights into clear, actionable inputs for varied audiences ## Desired Experience & Skills* Bachelor’s degree or equivalent professional experience* Experience in customer experience, customer success, account management, or client support models* Familiarity with client lifecycle frameworks, health scoring, and feedback systems (e.g., NPS, surveys, interviews)* Experience working in or alongside consulting, professional services, or technology delivery organizations* Strong organizational and analytical skills, with the ability to manage multiple initiatives simultaneously* Proven ability to communicate effectively with both internal teams and client stakeholders* Comfort working with dashboards, reporting tools, CRM/PSA systems, and standard business productivity tools ## Minimum Qualifications* Excellent written and verbal communication skills* Ability to work remotely or from an Avaap office location* Ability to remain stationary at a computer for extended periods* Authorization to work in the country where the role is based* Ability and willingness to travel as needed based on client or business requirements**Pay Transparency**
Compensation for roles at Avaap varies depending on a wide array of factors including but not limited to the specific business unit, team, role, skillset, and level of experience. As required by law, Avaap provides a reasonable range of compensation for roles that may be hired.* During the interview process, alignment to level will be determined and should level differ from position applied for, a new compensation range will be provided for the appropriate role.**Minimum Qualifications*** Must have excellent verbal and written communication skills along with the ability to communicate effectively* Must be able to perform work indoors and remain stationary at a computer* Ability to work in a fast-paced and deadline-oriented environment* Passion for exceptional customer service and collaboration* Ability to work remotely or out of one of Avaap’s physical office locations* Current permanent U.S. work authorization required**Featured Avaap Benefits*** Open PTO* Competitive vision, dental, and medical, including fertility coverage* Paid parental leave* 401(k) match* Company-paid disability and life benefits* Employee Assistance Program, including behavioral health services* Fitness stipend*Presented benefits available to full-time US employees. Speak with your recruiter about offerings outside of the US.*Avaap is a cross-platform industry-focused technology management consulting organization.
We offer a broad portfolio of services in Workday and Tableau to accelerate business goals, deploy technology solutions, and integrate current systems for business efficiency. Our consultants boast full life cycle expertise from system selection through post-production support, including data analytics and a strategic approach to change management powered by research, data, and experience.Avaap USA, LLC is proud to be an Equal Opportunity Employer. Employment decisions are made based on personal capabilities and qualifications without unlawful discrimination because of race, creed, color, national origin, nationality, age, sex (including pregnancy), sexual orientation, gender identity or expression, genetic information, military service, mental or physical disability, or any other protected characteristic as established by applicable law. Our EEO philosophy not only applies to hiring, but also to working conditions, benefits and privileges of employment, compensation, training, appointments for advancement, transfers, layoffs, recalls, and all other terms and conditions of employment.Compensation for roles at Avaap varies depending on a wide array of factors including but not limited to the specific business unit, team, role, skillset, and level of experience. As required by law, Avaap provides a reasonable range of compensation for roles that may be hired. During the interview process, alignment to level will be determined and should level differ from position applied for, a new compensation range will be provided for the appropriate role. #J-18808-Ljbffr