Rillet is hiring a Director, Customer Engagement to lead two global operational teams: Customer Support and Customer Review Programs. You will oversee a global customer support organization and a campaign-focused team, ensuring operational excellence, scalability, and high customer satisfaction.
What You'll Do
- Lead and manage the Customer Support and Customer Review Programs teams, ensuring each delivers on defined KPIs, service levels, and productivity goals.
- Establish a unified operational vision while respecting the distinct deliverables, workflows, and success metrics of each function.
- Collaborate with senior leadership to align engagement strategies with broader company objectives.
- Serve as an advocate for operational teams in cross-functional planning with Product, Engineering, Marketing, and Customer Success.
- Drive process standardization and efficiency across both functions, identifying areas where shared tools, workflows, and metrics can create scale benefits.
- Oversee deployment and optimization of AI tooling and automation solutions to improve productivity, case resolution speed, and campaign execution rates.
- Ensure global coverage models including APAC and US hour shifts are optimized to provide continuous service without unnecessary cost.
- Optimize tooling with new AI modalities to drive productivity and quality.
- Establish and monitor KPIs for both human and technology-assisted productivity.
- Maintain high standards for customer satisfaction across both support and review program interactions.
- Ensure Customer Review Programs deliver measurable contributions to review volume, quality, and strategic campaign impact.
- Ensure Customer Support operations meet SLAs for responsiveness, resolution, and CSAT, with ongoing improvements in AI deflection and self-service success rates.
- Hire, coach, and develop managers and team leads in each function to foster accountability, growth, and operational mastery.
- Create career paths for team members that encourage skill development across both operational and strategic campaign roles.
- Promote a culture of continuous improvement, data-driven decision making, and alignment to PEAK values and Conscious Leadership principles.
What We're Looking For
- Bachelor’s degree or equivalent experience in business, customer experience, or a related field.
- Minimum 8 years in operational leadership and management roles within technology or SaaS organizations, with experience managing multiple teams or functions.
- Proven success in delivering operational excellence in both customer-facing support and program execution environments.
- Strong cross-functional collaboration skills, with a track record of aligning with product, engineering, marketing, and customer success stakeholders.
- Proficient in operational toolsets, including Salesforce Service Cloud, Jira, and analytics platforms.
- Data-driven decision maker with a proven ability to translate metrics into action plans.
- Experience leading global teams with diverse operational goals and distributed workforces.
Nice to Have
- Demonstrated experience implementing and scaling AI and automation tools; Forethought.ai experience strongly preferred.
Technical Stack
- Salesforce Service Cloud
- Jira
- Forethought.ai
- AI and automation tools
Team & Environment
You will lead two global operational teams: Customer Support and Customer Review Programs. The team consists of approximately 4 managers or team leads and 20+ global resources.
Work Mode
This is a global role. The teams operate across US, APAC, and EMEA time zones.
At Rillet, we are committed to creating an inclusive and diverse environment where people of every background can thrive and feel welcome. We consider applicants without regard to race, color, creed, religion, national origin, genetic information, gender identity or expression, sexual orientation, pregnancy, age, or marital, veteran, or physical or mental disability status.
