What are the responsibilities and job description for the Director, Customer Experience Systems & Insights position at PetDesk?
Build a clear, visible, and effective system for intake, prioritization, and sequencing, with proactive reporting on delivery dates that stay within scope and meet customer needs
Translate stakeholder needs into tool assessment, selection, implementation, and ongoing optimization
Drive adoption and optimization of the CX tech stack to align with critical workflows, both within CX and across other teams
Build executive-ready dashboards and reporting that uncover trends, measure performance, and turn data into actionable business insights
- Lead engaging meetings and enablement sessions that align stakeholders, drive adoption, and empower internal teams to succeed
Demonstrated experience owning a CX tool stack end-to-end, including optimization, adoption, reporting, and vendor management
5 years in customer experience, support operations, or a related operations role, with at least 2 years in a leadership capacity
Experience building reporting and analytics infrastructure used by executive leadership
Passion for building scalable spreadsheets, forecasting models, and capacity plans that drive operational decisions
Experience managing a team, including at least one direct analyst or coordinator-level report
Track record of process improvements with measurable impact on efficiency or cost
Industry credentials such as CCXP (Certified Customer Experience Professional) are highly valued
Demonstrated experience utilizing AI for building and/or optimizing processes
Experienced user of Salesforce, Hubspot, Churnzero or Gainsight, project management software (Klient and or Wrike), Zendesk, Gong, and related tools
PetDesk combines the industry's most user-friendly client engagement tools with the highest-rated pet parent app to simplify your veterinary clinic’s operations while strengthening client relationships.
Our recruiting process is rooted in “Who: The A Method of Hiring” and consists of an average 2-week hiring timeline. This standardized interview process allows candidates to answer the same questions, experience the same process, and ensure a fair performance review from multiple perspectives.
Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Salary : $144,000 - $164,000