Director, Customer Experience

Responsibilities

• Define and drive a CX transformation strategy using AI and data-driven insights
• Lead and develop a global team of in-house CX specialists
• Own the end-to-end user support experience across all channels
• Champion AI-first support models including intelligent triage and AI agents
• Partner with Product, Engineering, and Data teams to improve user experience
• Define and defend key performance indicators (KPIs)
• Build high-trust operational partnerships for global coverage and quality

Requirements

• 10+ years in customer support or customer experience
• 5+ years leading large-scale global support organizations at major tech companies
• Proven track record of CX transformation and implementing AI-powered support
• Deep fluency in modern AI-powered support models and automation
• Exceptional people leadership and team development skills
• Strong analytical fluency and data-driven decision making
• Highly collaborative operating style with cross-functional partners
• Must reside in or be willing to relocate to the San Francisco Bay Area

Preferred Qualifications

• Hands-on experience scaling AI support agents or conversational AI platforms
• Deep familiarity with Zendesk or enterprise CX platforms at scale
• Background in Trust & Safety or policy-sensitive user issues
• Experience managing global vendor or BPO relationships

About the Company

Discord is a multiplatform, multigenerational, and multiplayer platform that helps people deepen their friendships around games and shared interests.