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The Company
Metropolis is an artificial intelligence company that uses computer vision technology to enable frictionless, checkout-free experiences in the real world. Today, we are reimagining parking to enable millions of consumers to just "drive in and drive out." We envision a future where people transact in the real world with a speed, ease and convenience that is unparalleled, even online. Tomorrow, we will power checkout-free experiences anywhere you go to make the everyday experiences of living, working and playing remarkable - giving us back our most valuable asset, time.
The Role
The Director, Customer Experience (CX) Operations is responsible for leading and optimizing customer experience (CX) strategies, ensuring seamless service delivery, and driving operational efficiencies. This role oversees support operations, AI-driven automation, and omnichannel customer engagement while aligning CX initiatives with business objectives. The ideal candidate is a data-driven leader who can scale operations, enhance digital support capabilities, and improve overall customer satisfaction.
Responsibilities
- Lead and optimize CX operations across multiple channels, including chat, voice, and digital support.
- Develop and implement strategies to enhance customer engagement, satisfaction, and retention.
- Drive efficiency and scalability through automation, AI-driven support, and process improvements.
- Oversee KPI performance, ensuring service levels, response times, and resolution rates meet business goals.
Technology & Innovation
- Partner with technology teams to embed AI-powered automation and digital self-service capabilities.
- Ensure seamless integration of support systems within customer-facing applications.
- Evaluate and implement emerging CX technologies to enhance operational effectiveness.
Team Leadership & Collaboration
- Manage and mentor a high-performing CX operations team, fostering a culture of excellence.
- Collaborate cross-functionally with Product, Engineering, and Customer Success teams to align CX strategies.
- Establish and maintain strong relationships with vendors and technology partners.
Performance & Insights
- Analyze customer insights and operational data to drive continuous improvement.
- Develop and track key metrics, ensuring data-driven decision-making.
- Implement feedback loops to enhance customer journeys and service quality.
Qualifications
- 8+ years of experience in customer experience, contact center operations, or related roles.
- Proven leadership in scaling CX operations and implementing digital transformation initiatives.
- Experience with CX platforms (e.g., Zendesk) and AI-driven automation tools.
- Strong analytical and problem-solving skills with a data-driven mindset.
- Excellent communication and stakeholder management abilities.
Preferred Qualifications
- Experience in tech-driven CX environments, SaaS, or consumer applications.
- Background in managing outsourced and in-house support operations.
- Familiarity with AI chatbots, workflow automation, and self-service technologies.
When you join Metropolis, you’ll join a team of world-class product leaders and engineers, building an ecosystem of technologies at the intersection of parking, mobility, and real estate. Our goal is to build an inclusive culture where everyone has a voice and the best idea wins. You will play a key role in building and maintaining this culture as our organization grows. The anticipated base salary for this position is $150,000.00 to $180,000.00 annually. The actual base salary offered is determined by a number of variables, including, as appropriate, the applicant's qualifications for the position, years of relevant experience, distinctive skills, level of education attained, certifications or other professional licenses held, and the location of residence and/or place of employment. Base salary is one component of Metropolis’s total compensation package, which may also include access to or eligibility for healthcare benefits, a 401(k) plan, short-term and long-term disability coverage, basic life insurance, a lucrative stock option plan, bonus plans and more.
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Join us in making a difference as we build our future. Metropolis is an equal opportunity employer, dedicated to diversity, equality, and inclusion, and provides equal employment opportunities to all employees and applicants for employment. Metropolis prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
