Director, Customer Experience

ActiveCampaign is seeking an experienced Customer Experience Leader and Site Director in Costa Rica to directly lead customer-facing teams and serve as the regional leader for all teams in one of our newest and fastest-growing locations. This role is critical for ActiveCampaign’s Success in the region and will build upon the vision and strategy of ActiveCampaign as the leader in Customer Experience Automation.

This role will provide local leadership, oversee our AMER & LATAM teams, and drive scale for critical customer-facing, product, and engineering teams. This leader will also work closely with leaders across the business to advocate for superior customer experiences and to maintain a center of excellence in the region.

What your day could consist of:

• Manage relationships with a diverse set of stakeholders across the business, including executives, functional leaders, and others
• Attract, acquire, and retain top talent based on the rapidly changing needs of the business
• Deliver growth both in team members and functions to provide a high level of service quality for ActiveCampaign customers
• Work closely with leaders across the business to advocate for superior customer experiences and to maintain a center of excellence in the region.
• Drive local culture and build an employer brand of choice in the region
• Work with global functional leaders to ensure regional operational matters are efficient and effectively scaling
• Utilize data and trends to inform and direct strategies and processes that continuously improve overall performance and drive to action
• Work collaboratively with other regional leaders to build upon AC’s global footprint
• Develop high-performing teams through coaching and mentoring by providing proactive feedback to customer experience managers to ensure high-quality results in relation to defined metrics
• Shape and execute updated workflows, processes, procedures, and overall efficiency improvements, in addition to customer service best practices
• Acts as a point of escalation. Interfaces directly with both customers and internal departments to advocate on behalf of customer needs

What is needed:

• You have 10+ years of experience building and scaling high-growth organizations
• You have held a senior role, having established a new local presence for a leading US-based SaaS Company in Costa Rica
• You have had operational experience across a variety of teams such as support, success, product, or engineering
• You have experience hiring and leading multi-disciplined teams to successful and measurable outcomes
• You have experience growing a SaaS business, ideally in the MarTech space, and understand this ecosystem
• You understand how to work within an incredibly fast-scaling business and have the energy and passion associated with that
• You have a global view and direct experience with building out operations, teams, and programs within Costa Rica
• You have a clear passion for the customer, especially SMB’s
• You will be a dynamic, inspiring leader who brings both a global perspective and strong local knowledge
• You have experience recruiting and developing large teams of individual contributors, managers, and directors from a variety of cultural and language backgrounds
• You are fluent in Spanish and English with strong written and verbal communication skills