Director - Customer Delight & Operations

Responsibilities:

• Own customer NPS and ticket outcomes: first response time, resolution time, and repeat rate.
• Be the escalation owner for enterprise customers: lead the conversation with customer executives, set the plan, and close the loop personally.
• Design and run ticket operations end to end: intake, prioritization, SLAs, aging, escalation, resolution, and verified closure, where the customer confirms the fix.
• Build clear ownership across engineering, product, and clinical teams so no ticket bounces between teams without an owner and a date.
• Run RCA on repeat and high-impact issues, turn patterns into a prioritized roadmap, and negotiate priority with product and engineering using data.
• Own customer-facing dashboards and reporting, working with the central data platform team.
• Own the agentic triage roadmap: set direction and a quality bar for the automation and agents your team builds, and measure their impact on ticket load.
• Hire and grow a mixed team of coders, agent builders, and a TPM, and work with rotating engineering pods.
• Communicate clearly in writing with customers, executives, and internal teams, including across US and India time zones.
• Hire and grow a small senior platform and eval team, set quality standards, and communicate quality risk to product, ops, and leadership in business terms.

Requirements:

• Personally owned major enterprise escalations, such as executive-level issues with a contractual SLA at risk, and is credible in front of customer executives.
• Has owned ticket operations end to end: intake, prioritization, SLAs, aging, escalation, resolution, and verified closure.
• Has supported enterprise B2B customers with contractual SLAs.
• Has led a team of 10+, ideally across disciplines such as coders, agent builders, TPMs, and support.
• Has shipped automation or agents that cut ticket load, with metrics to show for it.
• Strong engineering foundation: can reason about systems, read data, and work as a peer with product and engineering.
• Can direct and evaluate agent and automation work: knows what good evals, guardrails, and human-in-the-loop design look like. Hands-on building is a plus, not a requirement.