Director of Customer Experience

About the Job

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We're looking for an experienced, operationally strong leader to own the end-to-end customer experience at Passport, spanning proactive Customer Account Operations, reactive Customer Support, and broader customer experience initiatives. Operating across both B2B and B2C support models, this role goes beyond traditional support management, combining operational excellence, data-driven insights, and cross-functional collaboration to anticipate customer needs, resolve issues, and drive meaningful improvements.

The Director of Customer Experience will lead a global, remote team of approximately 20 people, including three managers, playing an integral role in the retention and success of our brands and the experience of their end customers.

Our Account Operations team proactively monitors shipment performance, manages exceptions, handles merchant operational requests, and works as a bridge between our Customer Success Managers (CSMs) and Daily Operations teams to maintain account satisfaction. Our Customer Support team provides reactive support to brands and their end customers, ensuring timely issue resolution and high-quality service. Together, these teams create a critical feedback loop, surfacing customer insights and recurring pain points that inform our Customer Success and Operations teams, as well as improvements to our internal and external products.

You'll be responsible for setting operational standards and KPIs, developing our knowledge base, guiding training and support for new features, and driving team performance. You'll leverage data and customer feedback to identify trends, improve processes, and ...

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