Director of Customer Experience
Toronto, San Francisco Bay Area, Chicago
Senior Level
Top Benefits
Remote work flexibility
Health and wellness programs
Financial benefits
About the role
Who you are
- Deep understanding of digital platform strategy, development, management, and optimization, specifically for customer support, success, learning, and community engagement
- Knowledge of UX/UI design principles, particularly for AI-powered interactions
- AI Application & Learning Systems Knowledge: Proven ability to strategically apply and manage AI technologies (e.g., AI support agents, AI knowledge search) within customer-facing platforms.
- Strong leadership skills to inspire, lead, mentor, and develop a diverse team of digital professionals. Experience in managing cross-functional teams and projects
- Cross-functional Influence & Collaboration: Excellent communication, negotiation, and interpersonal skills to build and maintain effective partnerships across Business Technology, Content, and Program teams, as well as other stakeholders
- Strong analytical skills to interpret complex platform performance data, AI agent metrics, and customer feedback (e.g., search queries, user surveys) to derive actionable insights and solve complex challenges
- A bachelor’s degree in Computer Science, Information Technology, Digital Media, Business Administration, or a related field is typically required. An advanced degree (e.g., MBA, Master's in Digital Media or IT, or specialization in AI/Data Science) is preferred
- Minimum of 10-15 years of progressive experience in digital platform management, with a track record of success in leading digital roles focused on customer experience and enablement
- Demonstrated experience in implementing and optimizing digital solutions for customer support, learning, and community engagement, including practical experience with AI applications
- Proven experience in defining and implementing strategy for customer-facing and operations-heavy teams with a focus on efficiencies at scale
What the job involves
- The Director, Customer First Experience Platforms will lead and mentor a diverse team of professionals dedicated to enhancing the customer journey
- This team partners closely with a wide range of cross-functional groups, including Digital Success, Support, Business Technology, AI Governance, Content, Operations, Digital Marketing, and Customer Acceleration Program teams
- Together, they ensure all digital efforts are deeply aligned with business objectives, drive measurable customer impact, and uphold Okta's commitment to security and innovation
- This is a strategic leadership position responsible for defining and executing the vision and roadmap for digital platforms within the Customer First organization
- The Director will focus on improving key touchpoints across the customer journey—specifically within customer support, customer success, and community
- A major focus of the role is driving the optimization of AI enhancements across digital properties (e.g. , AI Agents, AI search) to deliver intuitive self-service and personalized success experiences
- Define a digital platform strategy for Global Customer Acceleration and Support platforms as well as the AI enhancements and Agentic experiences within each
- Identify and prioritize opportunities that leverage AI and other innovations to significantly improve customer outcomes, product adoption, and satisfaction
- Develop experiences that enable customers to achieve their larger goals, moving beyond point of need interactions to ongoing learning, engagement, self-help and empowerment
- Create digital interaction capabilities that foster customer loyalty, growth and advocacy in a modern and delightful user interface
- Collaborate closely with digital success, support, customer content, data, operations and technology teams to refine the experience, including AI model accuracy, enhance AI-driven personalization, and improve AI-powered customer interactions
- Lead, mentor, and develop a high-performing team that includes UX/UI Designers, Online Experience Architects, OX Specialists, Developers as well as AI Trainers/Analysts
- Drive the strategy, implementation, and continuous optimization of AI support agents to provide immediate, personalized, and effective customer assistance across digital channels
- Enhance self- help capabilities and unassisted customer support interactions to ensure customers' questions are answered in a professional, accurate and guided manner
- Ensure the Online Experiences are seamless and engaging digital journeys for customers, informed by qualitative and quantitative understanding of consumer journeys
- Foster a culture of customer-centricity, continuous learning, and innovation within the team
Benefits
- Work from home opportunities
- Health + Wellness
- Financial Benefits
- Pay + Incentives
- Time Off
- Everyday Living
- Resources
Director of Customer Experience
Toronto, San Francisco Bay Area, Chicago
Senior Level
Top Benefits
Remote work flexibility
Health and wellness programs
Financial benefits
About the role
Who you are
- Deep understanding of digital platform strategy, development, management, and optimization, specifically for customer support, success, learning, and community engagement
- Knowledge of UX/UI design principles, particularly for AI-powered interactions
- AI Application & Learning Systems Knowledge: Proven ability to strategically apply and manage AI technologies (e.g., AI support agents, AI knowledge search) within customer-facing platforms.
- Strong leadership skills to inspire, lead, mentor, and develop a diverse team of digital professionals. Experience in managing cross-functional teams and projects
- Cross-functional Influence & Collaboration: Excellent communication, negotiation, and interpersonal skills to build and maintain effective partnerships across Business Technology, Content, and Program teams, as well as other stakeholders
- Strong analytical skills to interpret complex platform performance data, AI agent metrics, and customer feedback (e.g., search queries, user surveys) to derive actionable insights and solve complex challenges
- A bachelor’s degree in Computer Science, Information Technology, Digital Media, Business Administration, or a related field is typically required. An advanced degree (e.g., MBA, Master's in Digital Media or IT, or specialization in AI/Data Science) is preferred
- Minimum of 10-15 years of progressive experience in digital platform management, with a track record of success in leading digital roles focused on customer experience and enablement
- Demonstrated experience in implementing and optimizing digital solutions for customer support, learning, and community engagement, including practical experience with AI applications
- Proven experience in defining and implementing strategy for customer-facing and operations-heavy teams with a focus on efficiencies at scale
What the job involves
- The Director, Customer First Experience Platforms will lead and mentor a diverse team of professionals dedicated to enhancing the customer journey
- This team partners closely with a wide range of cross-functional groups, including Digital Success, Support, Business Technology, AI Governance, Content, Operations, Digital Marketing, and Customer Acceleration Program teams
- Together, they ensure all digital efforts are deeply aligned with business objectives, drive measurable customer impact, and uphold Okta's commitment to security and innovation
- This is a strategic leadership position responsible for defining and executing the vision and roadmap for digital platforms within the Customer First organization
- The Director will focus on improving key touchpoints across the customer journey—specifically within customer support, customer success, and community
- A major focus of the role is driving the optimization of AI enhancements across digital properties (e.g. , AI Agents, AI search) to deliver intuitive self-service and personalized success experiences
- Define a digital platform strategy for Global Customer Acceleration and Support platforms as well as the AI enhancements and Agentic experiences within each
- Identify and prioritize opportunities that leverage AI and other innovations to significantly improve customer outcomes, product adoption, and satisfaction
- Develop experiences that enable customers to achieve their larger goals, moving beyond point of need interactions to ongoing learning, engagement, self-help and empowerment
- Create digital interaction capabilities that foster customer loyalty, growth and advocacy in a modern and delightful user interface
- Collaborate closely with digital success, support, customer content, data, operations and technology teams to refine the experience, including AI model accuracy, enhance AI-driven personalization, and improve AI-powered customer interactions
- Lead, mentor, and develop a high-performing team that includes UX/UI Designers, Online Experience Architects, OX Specialists, Developers as well as AI Trainers/Analysts
- Drive the strategy, implementation, and continuous optimization of AI support agents to provide immediate, personalized, and effective customer assistance across digital channels
- Enhance self- help capabilities and unassisted customer support interactions to ensure customers' questions are answered in a professional, accurate and guided manner
- Ensure the Online Experiences are seamless and engaging digital journeys for customers, informed by qualitative and quantitative understanding of consumer journeys
- Foster a culture of customer-centricity, continuous learning, and innovation within the team
Benefits
- Work from home opportunities
- Health + Wellness
- Financial Benefits
- Pay + Incentives
- Time Off
- Everyday Living
- Resources