Director, Customer Experience at Harvard University

Director, Customer Experience

locations

Boston

Remote US

time type

Full time

job requisition id

JR240241

Harvard Business Publishing (HBP) – the leading destination for innovative management thinking. We reach lifelong learners to improve the practice of management in a changing world. This mission inspires each of us to unlock the leader in everyone – including you!

The opportunity

Harvard Business Publishing Education (HBP Education) partners with educators & learners worldwide by being the richest source of ideas for improving management.

Are you a business-savvy leader with a passion for delivering exceptional customer experiences? Do you thrive on transforming customer experience functions to maximize value for both the business and its customers? Can you empathize with customers and understand their needs and challenges? Are you excited about working in a dynamic, global, and mission-driven company? If so, read on…

Reporting to the Senior Director of Marketing and Customer Experience, the Director of Customer Experience is a key member of HBP’s Education team. This role offers the opportunity to use your entrepreneurial and consultative mindset to help HBP unify its customer enablement functions and deliver superior experiences to all existing customers.

Success in this role requires prior leadership experience in customer success, customer operations, or customer service, along with a strategic and data-driven mindset.

What you’ll do:

• Lead the newly formed Customer Experience group consisting of three key enablement functions: Customer Success, Educator Training, and Customer Operations. Aggregate the three groups into one coherent customer centric function that is data and technology driven and brings together content rich enablement services such as onboarding, training, servicing and monitoring customer health
• Transform the way HBP Education enables individual and institutional customers by designing a function that enables customers across their lifecycle
• Define the vision and strategy for the consolidated Customer Experience function to drive retention and customer growth
• Identify the roadmap for data, technology, talent and process capabilities required to execute on the integrated Customer Experience vision and strategy
• Define and monitor KPIs, annual goals and long-term goals, and key interdependencies for the function
• Build a high-performing Customer Experience team, bringing together the three groups into a single cohesive team with distinct roles in the value chain
• Collaborate closely with Sales, Marketing and Customer Service leadership to architect effective customer handoff processes, and the Finance, Analytics, and Business Intelligence team for metrics and data driven models for Customer Experience
• Build connections, contribute and learn best practices from the community of Customer Experience/ Customer Success teams externally and within the HBP community
• Serve as a key source for voice of customers and regularly share insights with HBP Education leadership team, product, and editorial teams

What we’re looking for:

• 10+ years of experience including in customer success or customer experience functions with a proven track record of improving business outcomes
• Business acumen; ability to analyze existing practices and devising strategies to achieve business objectives
• Expertise in one or more customer success tools and familiarity with the technology enabling superior and data driven customer experience
• Demonstrated proficiency using Salesforce and Zendesk.
• Global mindset and ability to connect with team members and customers from around the world
• Flexibility to work across different time zones
• Ability to influence and build relationships with various stakeholders and members of leadership teams
• A strategic thinker who is comfortable with ambiguity and able to set strategy and see through its execution
• Results and data-driven. Able to use analytics to assess effectiveness of efforts and adjust team’s work accordingly
• Excellent people management skills with experience managing teams in the past
• Self-driven, with a strong ability to earn trust and foster positive working relationships
• Experience or interest in higher education is a plus.

What we offer

As a mission-driven global company, Harvard Business Publishing is committed to fostering a culture of inclusion, trust, and engagement where everyone is welcome, valued, respected, and feels they belong. In addition to a competitive compensation and benefits package, we offer meaningful programs focused on career development and employee wellness, such as education reimbursement and early-release Summer Fridays!

HBP is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions, or any other characteristic protected by law.

$150,000 – $170,000

Above is the annualized pay range for this position. In addition, this position includes the opportunity to earn our annual Performance Based Variable Pay Program. Actual salary will be set based upon a range of factors, including external benchmark market data, individual knowledge, skills, experience, location and internal equity.