The Customer Experience department's mission is to provide an exceptional customer experience throughout the entire customer lifecycle. With outstanding teamsacross the globe, we rely on regional leaders to drive their respective organizations forward towards reaching department goals. We're searching for a proven, passionate leader to lead our CX teams in the Americas region.

　　Reporting to the VP of CX, the Director of Customer Experience, Americas will require the ability to think globally and act regionally. They will have an impact-driven mindset, strategic perspective, and an empathetic approach and focus on their teams.

　　Please note that this is a hybrid position of 3 days/week in our NYC office

　　About The Role

　　The Customer Experience department's mission is to provide an exceptional customer experience throughout the entire customer lifecycle. With outstanding teamsacross the globe, we rely on regional leaders to drive their respective organizations forward towards reaching department goals. We're searching for a proven, passionate leader to lead our CX teams in the Americas region.

　　Reporting to the VP of CX, the Director of Customer Experience, Americas will require the ability to think globally and act regionally. They will have an impact-driven mindset, strategic perspective, and an empathetic approach and focus on their teams.

　　Please note that this is a hybrid position of 3 days/week in our NYC office

　　The Americas region includes multiple CX teams, composed of team leads and team members of varying roles and responsibilities, all dedicated to delighting our customers. Your mission will lead these teams toward consistently improving our customers' journeys and experiences across different channels and customer segments. You will constantly strive to delight our customers through innovative and creative approaches and initiatives, utilizing team members and customer insights, data, and industry best practices.

　　Be a driving force for us overshooting our goals, boosting customer delight, response and resolution times, and team member satisfaction.Our customers and their wow experiences are our mission, you will set the standards that allow for us to consistently provide said experiences and ensure they improve across our different support channels (email, phones, live chats, social, and more) over time (perfection through iteration)A key stakeholder in impactful cross-functional CX projects, you will help lead and guide these efforts toward the desired results.Closely collaborate with cross-functional partners to creatively and effectively optimize our service processes and performance, always mindful of our customers' friction areas in their respective journeys.Ensure our different processes are effective and efficient, acting on feedback from our customers, team members, and relevant stakeholders.As a member of the organization's Management Team, build and cultivate strong relationships with leaders; serve as a trusted advisor for the different functions, partnering with them to maximize reach and impact in their areas of responsibility.As the region's leader, build and cultivate team leaders and members to deliver outstanding customer service within their respective roles through mentorship, engagement, empowerment, and seeing and seizing opportunities.Help establish and be the beacon of our customer experience strategy, ensuring your region is aligned with the department's goals and means of reaching them.Lean in to guide and assist in resolving complex customer issues; treat them as an opportunity and implement measures to avoid them.Instill a "perfection through iteration" approach to your region, delivering fast, creative, and thoughtful solutions to challenges around the organization.Stay up-to-date on industry trends, and best practices in customer experience

　　Your Experience & Skills

　　Proven professional with 6+ years of experience as a Customer Experience / Support leader in an Enterprise SaaS environmentConsistent track record of leading organizations and teams towards reaching and exceeding goals and KPIsYou believe in putting your people first and cultivating a team culture that aims to develop and grow skills, knowledge, and opportunitiesOutstanding facilitation, brainstorming and collaboration skillsPerceptive, able to assess and understand the data and "tell a story" with itA strong liaison, able to guide internal and external key stakeholders towards building a consensus around a clear call to actionA unique facilitator, passionate about building and cultivating strong working relationships with reports, peers and internal and external partners and stakeholdersSkilled in providing purposeful leadership and clear sense of direction to cross-functional and virtual teams in a scaling environmentExpert communicator, able to adjust thought patterns, approach and style when speaking to different audiences including team members, leadership and company functionsPurposeful decision maker under pressure, leaning in to solve challenges in a way that will lead us forward in a better, scalable wayAbility to utilize data in every aspect, driving decision-making and optimizations to maximize business results What monday.com can offer you:

　　Opportunity to join a well-funded, proven company with big ambitions, competitive salary and benefit package, bonus potential, and eligibility to take part in the company equity incentive programAmazing company culture that values transparency and collaboration while never forgetting to have fun while we work!Monthly stipends for food, wellness, and commuter workFully dedicated learning and development team that provides opportunities for our employees to hone and gain new skillsAward winning work environment - named a "Best Place to Work" by BuiltIn as well as "Great Place To Work" certifiedWe foster diversity, inclusion, and belonging through our Employee Resource Groups in addition to providing access to resources and education to support our team, facilitate conversations, and encourage understandingA global work environment with employees in Tel Aviv, New York, San Francisco, Miami, Chicago, Denver,London, Kiev, Sydney, São Paulo, and TokyoFor New York City-based hires only: Compensation Range: $140,000-200,000 base salary, subject to standard withholding and applicable taxes. In addition to base salary, the role includes opportunity to receive and/or earn a discretionary bonus and/or equity based on Company's plans and in accordance with Company's policies. Compensation finally awarded to the candidate will be commensurate with the candidate's skills and experience. Compensation ranges for candidates in locations outside of New York City may differ based on the cost of labor and such additional factors for such other locations.

　　Visa sponsorship for this role is currently not available.

　　monday.com is proud to be an equal opportunity employer. We hire talented individuals, regardless of gender, race, ethnicity, ancestry, age, disability, sexual orientation, gender identity or expression, military or veteran status, cultural background, religious beliefs, or any other characteristic protected by federal, state, or local laws.

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