Customer Experience (CX) / Implementations Lead Job at DualEntry (Austin)

Customer Experience (CX) Director

My client is seeking an experienced Customer Experience (CX) Director to lead la...

Location

Saudi Arabia , Riyadh

Salary:

Not provided

Salt

Expiration Date

Until further notice

Requirements

10+ years of experience in Customer Experience, Service Design, Customer Strategy, or related fields
Saudi market experience is essential, with strong understanding of local customer behavior, regulatory environments, and sector landscape (e.g., government, financial services, telco, retail, or tourism)
Experience working in a top-tier consulting firm or leading CX transformations in large organizations
Demonstrated ability to manage senior stakeholders and executive-level engagement
Track record of delivering large-scale CX, digital transformation, or omnichannel strategy programs
Strong commercial acumen and experience with business development
Fluent in English
Arabic proficiency strongly preferred

Job Responsibility

Lead end-to-end CX transformation programs, from diagnostic and strategy design to implementation and value realization
Serve as a trusted advisor to senior client stakeholders, including C-level executives and government leaders
Oversee the development of customer journeys, service blueprints, personas, and experience design frameworks
Ensure delivery excellence across engagements, maintaining high-quality standards and adherence to project timelines and budgets
Develop CX strategies aligned with Vision 2030 priorities, local customer expectations, and sector-specific dynamics
Drive thought leadership on emerging CX trends, digital experience, data-driven personalization, and service design innovation
Contribute to internal capability building, including frameworks, methodologies, and CX tools
Identify and cultivate new business opportunities within the Saudi market
Lead proposal development, pitch presentations, and commercial negotiations
Build and maintain strong relationships across key client accounts and government entities

Fulltime

Customer Experience Manager

We are seeking a dedicated and results-driven Customer Experience (CX) Manager t...

Location

United States , Garden Grove

Salary:

80000.00 - 120000.00 USD / Year

Harbinger Motors

Expiration Date

Until further notice

Requirements

5+ years of experience in a Customer Experience (CX), Customer Success, or Operations role, with a proven track record of designing and implementing successful CX programs
Expert proficiency in CX measurement tools (e.g., Qualtrics, Medallia, Zendesk) and the ability to conduct deep quantitative and qualitative analysis of customer data
Experience within the Automotive, Commercial Vehicle/Fleet, B2B Technology, or high-value capital goods industries is highly preferred
Exceptional written and verbal communication skills, with proven experience influencing cross-functional teams and presenting to executive levels
Demonstrated ability to manage complex, multi-stakeholder projects from concept through execution

Job Responsibility

Design and execute core CX processes across the commercial EV truck lifecycle—from inquiry and purchase through delivery, service, and ongoing support
Map the customer journey across Sales, Delivery, Service, and Support to identify pain points and opportunities for improvement
Coordinate dealer readiness, delivery scheduling, checklists, and cross-functional handoffs to ensure every commercial EV delivery is executed accurately and on time
Own and manage the Voice of the Customer (VOC) program, utilizing tools like Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES) surveys
Analyze customer feedback, operational data, and market research to derive actionable insights and quantifiable CX metrics
Partner closely with Service Operations, Product, Sales, and other teams to implement process changes that directly address customer needs and reduce friction
Lead projects focused on improving turnaround times, field interactions, and overall service consistency
Represent the customer in internal discussions, ensuring operational decisions consider downstream customer impact
Support the development of standards and guidelines for customer-facing communication
Work with Training/People teams to embed CX principles into onboarding and ongoing education, helping reinforce a customer-first mindset across departments

What we offer

Comprehensive Health, Dental & Vision (HDV) – 100% employee covered
Early-stage Stock Options
Robust Retirement Savings (401k, HSA, FSA)
Generous Paid Time Off (PTO) & Parental Leave
Annual Vacation Bonus
Wellness & Fertility Benefits
Cell Phone Stipend
Complimentary Meals & Stocked Kitchens

Fulltime

Manager, Global Enterprise Implementation

The Manager, Global Enterprise Customer Implementations is responsible for leadi...

Location

United States , San Francisco

Salary:

145000.00 - 170000.00 USD / Year

Culture Amp

Expiration Date

Until further notice

Requirements

Proven experience leading global or multi-regional teams in a customer-facing, implementation, or professional services environment
Demonstrated success in driving operational excellence, process standardization, and innovation at scale
Strong project management skills, with a track record of delivering complex, multi-stakeholder projects on time and within budget
Deep understanding of enterprise customer needs, change management, and the SaaS implementation lifecycle
Experience with customer education, enablement, or training programs is highly desirable
Excellent communication, stakeholder management, and influencing skills
Ability to thrive in a fast-paced, ambiguous, and globally distributed environment
Customer-Centric
Innovative and Proactive
Collaborative Leader

Job Responsibility

Lead, coach, and develop a high-performing team of global Enterprise Implementation Managers, fostering collaboration and knowledge sharing across regions
Own the day-to-day operations of the global IM team, ensuring effective resource allocation, workload balancing, and delivery of customer projects on time and within scope
Coach and guide the Implementation Manager ICs on complex/unique customer needs while establishing a culture of creativity, tenacity, and a dedication to solving problems
Set clear goals and performance expectations for the team, aligned with global CX and business objectives
Run point on our customer escalation process, ensuring timely triage and resolution of escalations, in partnership with our Product Support leadership team
Own global capacity planning and workforce strategy, including hiring and coverage across timezones
Develop and execute a global strategy and operating rhythm for Enterprise Implementation, ensuring consistent, high-quality customer experiences across all regions
Establish and maintain global standards, best practices, and playbooks for implementation processes, documentation, and customer handoffs
Partner with regional CX Directors and cross-functional teams to align on priorities, share insights, and drive continuous improvement
Identify, evaluate, and implement new technologies, content, and business processes to drive greater efficiency, scalability, and customer value in the implementation journey

What we offer

Employee Share Options Program
Programs, coaching, and budgets to help you thrive personally and professionally
Access to external providers for mental wellbeing and coaching support
Monthly Camper Life Allowance
Team budgets dedicated to team building activities and connection
Intentional quarterly wellbeing pauses
Extended year-end breaks
Excellent parental leave and in work support program available from day 1
5 Social Impact Days a year
MacBooks for you to do your best & a work from home office budget

Fulltime

Manager, Global Enterprise Implementation

The Manager, Global Enterprise Customer Implementations is responsible for leadi...

Location

United States , Chicago

Salary:

145000.00 - 170000.00 USD / Year

Culture Amp

Expiration Date

Until further notice

Requirements

Proven experience leading global or multi-regional teams in a customer-facing, implementation, or professional services environment
Demonstrated success in driving operational excellence, process standardization, and innovation at scale
Strong project management skills, with a track record of delivering complex, multi-stakeholder projects on time and within budget
Deep understanding of enterprise customer needs, change management, and the SaaS implementation lifecycle
Experience with customer education, enablement, or training programs is highly desirable
Excellent communication, stakeholder management, and influencing skills
Ability to thrive in a fast-paced, ambiguous, and globally distributed environment
Customer-Centric
Innovative and Proactive
Collaborative Leader

Job Responsibility

Lead, coach, and develop a high-performing team of global Enterprise Implementation Managers
Own the day-to-day operations of the global IM team, ensuring effective resource allocation, workload balancing, and delivery of customer projects on time and within scope
Coach and guide the Implementation Manager ICs on complex/unique customer needs
Set clear goals and performance expectations for the team
Run point on our customer escalation process
Own global capacity planning and workforce strategy
Develop and execute a global strategy and operating rhythm for Enterprise Implementation
Establish and maintain global standards, best practices, and playbooks for implementation processes
Partner with regional CX Directors and cross-functional teams
Identify, evaluate, and implement new technologies, content, and business processes

What we offer

Employee Share Options Program
Programs, coaching, and budgets to help you thrive personally and professionally
Access to external providers for mental wellbeing and coaching support
Monthly Camper Life Allowance
Team budgets dedicated to team building activities and connection
Intentional quarterly wellbeing pauses
Extended year-end breaks
Excellent parental leave and in work support program available from day 1
5 Social Impact Days a year
MacBooks for you to do your best & a work from home office budget

Fulltime

Account Manager, Customer Experience (B2B)

Amsive is hiring an Account Manager, Customer Experience, with prior experience ...

Location

United States , New York

Salary:

Not provided

Amsive

Expiration Date

Until further notice

Requirements

2-4+ years of experience managing digital marketing programs across SEO, SEM, and other paid media channels (CTV, Linear TV)
2+ years of experience in agency environment and proven success in managing client relationships
Experienced in compiling, documenting, and communicating client requirements to internal stakeholders across departments (creative services, customer intelligence, data/technology, media, production/operations, etc.)
Must have experience overseeing implementation or managing and executing multi-channel digital marketing campaigns as main client point of contact
Strong written and verbal communication skills, a positive attitude, and the ability to thrive in a collaborative and fast-paced environment
Strong project management and organization skills, ability to prioritize and manage multiple projects and inspire trust with team members
Strong grasp and demonstrated application of marketing and communication principles
Strong proficiency in the Microsoft Office Suite, especially PowerPoint and Excel
Demonstrated excellence in building and maintaining profitable client relationships
Future-minded individual with a strong desire to contribute to an emerging leader in the omni-channel marketing space

Job Responsibility

Lead role for client-facing interaction with agency day to day, owner of overall client satisfaction, and proactivity of account to drive marketing goals
Work with clients in the B2B and B2C franchise sector (online retail and lead gen for B2C home services solutions)
Build empathetic personal relationships with clients and understand their business objectives to ensure partnership satisfaction
Become proficient in company designated tools for success in project and account management
Create and proactively manage internal timelines for projects and programs through proactive communication
Log all resource hours into Amsive designated project management tool (Asana) daily
Schedule, organize and facilitate client campaign initiatives across all agency channels
hold regular internal meetings to effectively guide client conversation to ensure clarity and productivity
Oversee implementation, delivery, and execution of program promise
manage client expectations by providing timing and budget implications of scope change requests

Fulltime

AirCover UX Enablement Manager

The AirCover team is charged with ideating, building, launching, and managing th...

Location

Canada

Salary:

97000.00 - 121000.00 CAD / Year

Airbnb

Expiration Date

Until further notice

Requirements

8+ years of experience in UX, customer experience, consumer research, consulting, product operations, and/or CX automation
Deep understanding of user experience and service design principles, systems thinking, information architecture, and visual communication
Exceptional written and oral communication skills, capable of presenting complex topics to diverse audiences
Familiarity with AI and automation tools used for tagging, tracking, and workflow optimization
High proficiency in presentations (Keynote, Google Slides) and process design tools (Figma, LucidChart, Miro, or equivalent)
Demonstrated ability to operate and deliver effectively within rapidly changing, fast-paced environments, collaborating with technical stakeholders
Strong grasp of experimentation design, A/B testing, and performance analysis across key CX metrics
Proven experience and a strong portfolio showcasing the creation and management of service blueprints and user journey maps

Job Responsibility

Lead AirCover Agent and Customer Insights Program: Obsessively seek out what is preventing AirCover from delivering 10-star service, and initiate and manage programs that surface systemic user issues and gaps for AirCover
10-Star Service Champion: Drive AirCover customer experience with process and automation improvements
own the configuration and optimization of our customer experience automation systems, including AI bots, workflows, and knowledge tools
Be AirCover’s UX Expert: Serve as a trusted UX expert and consultant for teams across the organization
Develop and Implement Ops Labeling Strategy: Lead efforts to design, implement, and refine an Ops Labeling strategy—ensuring every customer interaction, case, and resolution path is tagged for root cause analysis, performance monitoring, and upstream fixes
Create and Maintain Taxonomy: Develop and maintain robust labeling taxonomies to ensure label completeness and accuracy
Translate Insights into Action: Turn agent, customer, and system insights into actionable plans for product, service, and automation improvements
Partner Cross-Functionally: Collaborate with organizational, technical, and cross-functional leaders to improve user experience—including journey mapping, conducting user interviews, and using AI-enabled insights

What we offer

bonus
equity
benefits
Employee Travel Credits

Fulltime

Customer Success Operations Leader

We are looking for a CX Operations Leader to drive process excellence, analytics...

Location

United Kingdom , London

Salary:

Not provided

AFI Solutions GmbH

Expiration Date

Until further notice

Requirements

Proven track record at director level or equivalent leading CX operations in a software or SaaS company
Minimum of 5+ years of progressive experience in customer experience, service delivery, or operations
Strong background in process optimisation and cross-functional collaboration at scale
Hands-on expertise in analytics and business reporting, with experience tracking financial and CX performance metrics such as revenue, margin, backlog, and CSAT
Experience managing enterprise-grade platforms such as Salesforce and customer success tools (Certinia, ChurnZero)
Demonstrated ability to partner with senior leaders to execute strategic CX initiatives
International experience in software or SaaS environments preferred

Job Responsibility

Partner with CX leadership to harmonise and streamline processes across the customer journey including opportunity management, project delivery, and resource management
Identify bottlenecks and implement improvements to ensure scalability and consistency across regions and functions
Collaborate with IT, Sales, and CX teams to connect processes and ensure operational effectiveness at scale
Drive consistency across departments to support growth and enhance the customer experience
Serve as the business partner to the CX leadership team for all core analytics including revenue, backlog, margin, CSAT, and SLA performance
Provide insights that enable data-driven decisions and accountability
Support the execution of our OneCX strategy by ensuring transparency and alignment across global operations
Own the maintenance, optimisation, and innovation of SER Group’s core CX platforms including Salesforce (SFDC), Certinia, and ChurnZero
Partner with business and IT stakeholders to ensure systems are fit for purpose, scalable, and continuously improved

What we offer

Offene, familiäre Unternehmensstruktur mit Flexibilität
Modernes Office mit Top-Ausstattung

Fulltime

AI Conversation Design Specialist

This role is focused on creating a Conversational AI-driven self-service experie...

Location

Munich; Berlin; Dublin

Salary:

Not provided

Personio SE & Co. KG

Expiration Date

Until further notice

Requirements

4–6 years of experience delivering AI Agents or chatbots (voice, chat, email, and messaging) preferably in SaaS, technology, or customer experience
German fluency highly preferred
Hands-on experience with chatbots / AI copilots such as Intercom Fin, Decagon, MavenAGI, Ada, Forethought or equivalent
Familiarity with APIs, comfortable occasionally writing snippets of code to bring in data from other systems into Intercom Fin
Strong understanding of AI/ML concepts, natural language processing, and customer support technologies (e.g., chatbots, virtual assistants)
Experience working with data analytics tools and interpreting model performance metrics
Demonstrated ability to translate business needs and customer pain points into technical requirements for AI solutions
Experience collaborating with Product, Engineering, Data, Systems, Customer Support, and Professional Services teams
Knowledge of customer experience metrics (CSAT, NPS, etc.) and best practices in B2B SaaS
Strong project management skills, including Agile or similar methodologies

Job Responsibility

Self-Service and Productivity Outcomes: Drive contact volume reduction and self-service by implementing solutions for top contact drivers, as well as driving Support Agent productivity and handling time through improvements to co-pilots
AI Conversation Automation: Develop AI automated workflows / agent operating procedures, run batch tests, configure personalized answers, and reverse engineer unresolved conversations
Conversation Design: Architect natural, useful interactions between customers and AI chatbots. Design the flow and logic of conversations for the chatbots, partnering with subject-matter experts. You tune and design bot conversations —flows, intents/tagging, prompts/responses, fallback logic— to cut hallucinations, misroutes, and unnecessary handoffs
AI Service Journey Design: Define and govern AI↔human and AI↔AI handoffs (confidence thresholds, triggers, routing rules), ensuring brand voice, privacy, and responsible-AI standards, building a deep knowledge of our customer journeys and user stories to anticipate and design for different scenarios
Data Integration: bring data from 3rd party systems and our own product into Intercom Fin to improve AI conversation effectiveness
Performance Monitoring and Improvement: Track key metrics (e.g., self-serve resolutions, monthly active users, deflection rates, resolution time, customer experience score, NPS) to evaluate AI impact, identify gaps, and implement improvements
AI Solution Delivery: Lead the implementation of AI-powered tools (e.g., chatbots, copilots, virtual assistants) that address common customer pain points and streamline support and professional services processes, and partner with Engineering and Systems on integrations and fixes
Cross-Functional Collaboration: Work closely with Product, Engineering, Customer Experience, Data and Systems teams to ensure AI solutions are aligned with customer needs and business objectives, and that we integrate seamlessly with the Personio Assistant and internal support tooling
Continuous Quality Improvement: Oversee the ongoing quality fine-tuning of AI tools using real customer data and feedback to improve routing, accuracy, relevance, and customer satisfaction. You approach with a product mindset, anticipating edge cases and interaction effects, and regression test as new changes are introduced. You monitor bot/service health, triage incidents and misroutes, and coordinate rapid fixes and postmortems as needed
Change Management: Champion the adoption of AI tools within customer-facing teams, supporting the development of training materials and enablement sessions dedicated to developing AI proficiency within CX

What we offer

Receive a competitive reward package – reevaluated each year – that includes salary, benefits, and pre-IPO equity
Enjoy 28 days of paid vacation, plus an additional day after 2 and 4 years
Make an impact on the environment and society with 1 (fully paid) Impact Day
Receive generous family leave, child support, mental health support, and sabbatical opportunities
We enjoy gathering for meals, cultural initiatives, and events like local Summer Sessions and year-end celebrations. There's also healthy snacks, drinks, and a weekly catered lunch
20 Flex Days per year to work remotely from other locations

Fulltime

Customer Experience (CX) / Implementations Lead

DualEntry

Location:
United States , Austin

Category:
IT - Software Development

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
December 08, 2025

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