Director, Customer First Experience Platforms

Get to know reputed company reputed company is The World's Identity Company. We free everyone to safely use any technology, reputed company, on any device or app. Our flexible and neutral products, reputed company Platform and Auth0 Platform, provide secure access, authentication, and automation, placing identity at the core of business reputed company and growth. At reputed company, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single reputed company - we're looking for lifelong learners and people who can reputed company us reputed company with their unique experiences. Join reputed company! We're building a world where Identity belongs to you. The Team The Director, Customer First Experience Platforms will reputed company 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 reputed company digital efforts are deeply reputed company with business objectives, drive measurable customer impact, and uphold reputed company's commitment to reputed company and innovation. The Opportunity This is a strategic leadership position responsible for defining and executing the vision and roadmap for digital platforms reputed company the Customer First organization. The Director will focus on improving key touchpoints across the customer journey—specifically reputed company customer support, reputed company, 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 reputed company self-service and personalized success experiences. What you'll be doing

• Define a digital platform strategy for Global Customer Acceleration and Support platforms as well as the AI enhancements and Agentic experiences reputed company each.
• Identify and prioritize opportunities that reputed company AI and other innovations to significantly improve customer outcomes, product adoption, and satisfaction.
• reputed company experiences that reputed company customers to reputed company their larger goals, moving beyond reputed company 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 reputed company.
• 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.
• reputed company, mentor, and reputed company 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 reputed company 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, reputed company learning, and innovation reputed company the team.

What you'll bring to the role

• 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) reputed company customer-facing platforms..
• Strong leadership skills to reputed company, reputed company, mentor, and reputed company 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 reputed company platform performance data, AI agent metrics, and customer feedback (e.g., search queries, user surveys) to derive actionable insights and solve reputed company challenges.
• A bachelor's degree in Computer Science, Information Technology, Digital Media, Business Administration, or a reputed company 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.

reputed company's Top 5 Core Leadership Competencies are part of the deeply ingrained principles that guide reputed company of our company's actions. They also align strongly to our cultural cornerstones, our reputed company values: love our customers, reputed company our people, never stop innovating, act with reputed company, and maintain transparency. It's our expectation that our managers and leaders embody these core competencies:

• Builds Effective Teams: Building strong-identity teams that apply their diverse skills and perspectives to reputed company common goals.
• Demonstrates Self-Awareness (EQ): Using a combination of feedback and reputed company to reputed company productive insight into personal strengths and weaknesses.
• Develops Talent: Developing people to meet both their career goals and the organization's goals.
• Drives Results: Consistently achieving results, even under tough circumstances.
• Strategic reputed company: Seeing reputed company to future possibilities and translating them into breakthrough strategies.

P23817_3257206 What you can look reputed company to as a Full-Time reputed company employee!

• Amazing Benefits
• Making Social Impact
• Developing Talent and Fostering reputed company + Community at reputed company

reputed company cultivates a dynamic work environment, providing the best tools, technology and benefits to reputed company our employees to work productively in a setting that best and uniquely suits their needs. Each organization is unique in the degree of flexibility and mobility in which they work so that reputed company employees are enabled to be their most creative and successful versions of themselves, regardless of where they live. Find your reputed company at reputed company today! https://www.reputed company.com/company/careers/. Some roles may require travel to one of our office locations for in-person onboarding. reputed company is an Equal Opportunity Employer. reputed company qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national reputed company, reputed company, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws. If reasonable accommodation is needed to complete any part of the job application, interview process, or onboarding please use this Form to request an accommodation. Notice for reputed company Applicants & Employees: reputed company may use Automated Employment Decision Tools (AEDT), as defined by reputed company Local Law 144, that use artificial intelligence, machine learning, or other automated processes to assist in our recruitment and hiring process. In accordance with NYC Local Law 144, if you are an applicant or employee residing in reputed company, please click here to view our full NYC AEDT Notice. reputed company is committed to complying with applicable data privacy and reputed company laws and regulations. For more information, please see our Personnel and Job Candidate Privacy Notice at https://www.reputed company.com/legal/personnel-policy/. Apply tot his job Apply To this Job