About the company
The position is listed on behalf of a partner company that manages all applications and next steps. The partner is looking for a Sr. Director, Customer Experience and Strategic Execution based in Brazil.
Responsibilities
- Lead, develop, and coach a multidisciplinary organization of approximately 20 team members
- Design and manage an enterprise-wide escalation framework covering executive, strategic-account, and Tier-3 issues
- Take senior-level ownership of critical customer escalations, develop recovery plans, and communicate directly with customer executives
- Establish recurring root-cause analysis processes and implement preventive measures in partnership with Product and Engineering
- Own the end-to-end customer journey and Voice of Customer program
- Lead HyperCare initiatives during the first 120 days following go-live for cloud-based products
- Define and operationalize leading indicators for customer experience, uptime, delivery quality, and customer effort
- Direct the enterprise Project Management Office (PMO), overseeing portfolio governance and strategic initiatives
- Establish a consistent operating cadence through daily stand-ups, weekly performance reviews, monthly business reviews, and executive scorecards
- Identify and scale AI-enabled internal processes that improve team productivity
- Develop the function's annual strategy, objectives, budget, and workforce plan
- Recruit, mentor, and develop managers and senior professionals
Requirements
- Typically 7–12+ years of progressive leadership experience in a relevant professional discipline
- Bachelor's degree or equivalent international qualification; a master's degree is an advantage
- Experience in project management, with certifications such as CAPM, PMP, Project+, or equivalent preferred
- Demonstrated AI literacy, including familiarity with large language models (LLMs), data structures, and AI-enabled business applications
- Extensive experience managing executive-level customer escalations and driving sustainable root-cause resolution
- Strong executive presence, commercial awareness, and emotional intelligence
- Experience in strategic planning, budgeting, forecasting, workforce planning, and resource management
- Proven success designing and scaling customer-facing programs in B2B and SMB environments
- Exceptional written, verbal, presentation, storytelling, and documentation skills
- Strong customer orientation and conflict-resolution capabilities
- Demonstrated ability to build cross-functional partnerships and lead organizational change
- Advanced analytical, problem-solving, and decision-making skills
- Advanced experience with cloud-based SaaS platforms, client/server technologies, and enterprise software environments
- Knowledge of regulatory compliance requirements and enterprise infrastructure, including networking, WANs, Citrix, virtual servers, SQL Server, hosted solutions, and third-party integrations
- Advanced proficiency with Microsoft Office, CRM platforms, and SaaS applications