Sr. Director of Customer Experience

Sr. Director of Customer Experience ABOUT US At Benepass we're making benefits easy. We believe people are the most important asset to any company. Traditional one-size-fits-all benefits packages no longer cut it in today's hybrid and remote-first environment. With Benepass, companies can tailor their benefits to the unique needs of their workforce. Through our easy-to-use and highly customizable fintech platform, People teams can implement, administer, and track the benefits that meet employees where they are. Employers design their benefits and perks plan by setting a contribution amount and eligible spend categories. Every employee has their own individual definition of wellness and needs different things to help them be their most productive, fulfilled self. OUR MISSION Helping companies reimagine how companies take care of their people. OUR INVESTORS We are backed by leading investors, including Portage Ventures, Threshold Ventures, Gradient Ventures, Workday Ventures, and Clocktower Technology Ventures. To date, the company has raised $35 million of equity capital. ARTICLES - Founder Story - Jaclyn Chen https://bit.ly/3FpQ0ti - Benepass Raises $40M Series B https://getbenepass.com/blog/benepass-raises-40m-series-b-to-help-employers-redesign-benefits-for-rising-healthcare-costs CANDIDATE RESOURCES - Benepass | Candidate Resource Page https://benepass.slab.com/posts/benepass-candidate-resource-page-7q39m7gs#thread-m6vz7hny - Benepass Listed on Inc. Magazine's Best Workplaces of 2023 https://bit.ly/3EAXv0Q THE ROLE We are seeking a strategic and operationally strong Senior Director of Customer Experience to lead and scale Benepass’s Customer Experience organization. This leader will oversee two core functions: (1) our Customer Support team serving both enterprise administrators and end users on the Benepass platform, and (2) our Claims Operations team responsible for claims adjudication and processing. This role will define and execute the vision and operating model for Customer Experience, ensuring we consistently deliver timely, accurate, and empathetic support across every customer interaction. The Senior Director will be accountable for end-to-end service performance, including customer satisfaction, quality, responsiveness, and operational efficiency. They will establish clear service standards and KPIs, implement scalable processes and tooling, and build the infrastructure - people, systems, workflows, and reporting - required to support a growing customer base. This leader will drive continuous improvement across support and claims operations, identifying opportunities to streamline workflows, reduce friction, improve first-contact resolution, and elevate the overall customer journey. Beyond day-to-day operations, this leader will also translate customer insights and operational data into clear product, process, and tooling improvements, partnering cross-functionally to resolve root causes, enhance the customer experience, and inform roadmap decisions. The ideal candidate brings deep experience scaling multi-channel support organizations in high-growth environments and has built and optimized core support operations capabilities, including training, quality assurance, knowledge management, workforce management, and capacity planning. They are fluent in AI-powered support delivery and have successfully implemented AI solutions that improve speed, accuracy, and customer satisfaction while driving operational leverage. This leader has experience managing managers and developing layered teams, setting clear performance and quality standards, and fostering a culture of accountability and continuous improvement. They are highly metrics-oriented, with strong command of CX performance indicators (e.g., CSAT, NPS, SLA adherence, FCR, AHT, quality, productivity, accuracy), and are comfortable building executive-level reporting that translates operational data into clear business insights and recommendations. ... (truncated, view full listing at source)