Executive Director, Customer Experience

Summary

Join Henry Schein One, a global leader in dental management software, as the Executive Director, Customer Experience. Lead the transformation of customer experience (CX) through technology, leveraging AI and machine learning. Direct the vision and strategic direction of CX, maximizing customer NPS, retention, and satisfaction. Oversee onboarding, training, customer support, and professional services. Develop and deploy the company's CX strategy, coordinating various roles to minimize silos and optimize processes. Analyze customer data, identify improvement opportunities, and implement new technologies to personalize interactions. Lead and mentor large teams, fostering a high-performing, customer-centric culture.

Requirements

• Outstanding management and leadership skills and ability to attract, retain, motivate, inspire, develop, mentor and coach team members for high performance, excellent conceptual skills
• Outstanding verbal and written communication skills and ability to resolve disputes effectively
• Mastery presentation and public speaking skills
• Mastery independent decision making, analysis and problem-solving skills
• Understand, interpret and act on financial information and external trends that contributes to business profitability
• Plan, manage and create strategy around complex global projects; understand available resources, develop timeline, budget and assign areas of responsibility
• Lead teams to achieve company goals and solve complex business issues in creative and effective ways
• Strategic planning and organizational skills and techniques
• Communicate effectively with senior management and key stakeholders
• Outstanding negotiating skills and ability to effectively manage strategic alliances, joint ventures and outsourced relationships
• Outstanding ability to influence, build relationships, understand organizational complexities, manage conflict and navigate politics
• Broad and wide range of professional and managerial skills with a full understanding of industry practices and company policies and procedures
• Lead and develop virtual teams
• Mastery in multiple technical and business skills
• Exceptional strategic planning skills
• Adapt and lead change initiatives
• Typically, 15 or more years of increasing responsibility and complexity in terms of any applicable professional experience; 7 or more years of management experience
• 25% or less in most cases but may be more at certain times

Responsibilities

• Direct the vision and strategic direction of the customer experience across the company
• Maximize customer NPS, retention and satisfaction, putting in place key strategic initiatives that drive impact for these metrics
• Have direct oversight for the onboarding, training, education, customer support, professional services and customer service operations functions
• Develop and deploy the company’s customer experience strategy, including characterization of strategic customer segments and systematic collection and application of customer experience insights for strategic advantage and growth
• Coordinate the various roles associated with customer experience management throughout the company, minimizing silos of systems, data, assumptions, hand-offs, performance and customer touchpoints
• Develop and execute CX strategies, aligning them with business goals
• Identify and prioritize AI/ML opportunities to improve customer experience
• Analyze customer data to identify trends, pain points, and areas for improvement
• Oversee the selection, implementation, and optimization of CX technologies, including AI-powered tools, for onboarding and support
• Streamline customer-facing processes and workflows to enhance efficiency and satisfaction
• Collaborate with cross-functional teams (e.g., product, marketing, engineering) to ensure CX initiatives are effectively implemented
• Lead and mentor large teams, fostering a high performing, customer-centric culture
• Stay abreast of emerging trends and technologies in CX and AI, and experiment with new approaches to improve customer experience
• Understand the business impact of CX initiatives and measure their success
• Deploy AI-powered chatbots to make onboarding more efficient and effective
• Leverage AI to personalize customer interactions and recommendations
• Use data and analytics to identify and address pain points in the customer journey
• Utilize predictive analytics to anticipate customer needs and proactively address potential issues
• Leverage AI to identify and engage customer advocates
• Oversee the end-to-end implementation lifecycle—from pre-sales support through go-live and handoff
• Define project scopes, timelines, resource plans, and KPIs
• Ensure all projects are delivered on time, within budget, and with high client satisfaction
• Develop standardized frameworks and best practices for implementation
• Continuously assess and refine workflows, tools, and methodologies to improve efficiency and scalability
• Utilize data and feedback to enhance implementation processes and outcomes

Preferred Qualifications

• Proven track record of leading successful enterprise-level implementations
• Strong understanding of project management methodologies (e.g., Agile, Waterfall)
• Excellent leadership, communication, and client-facing skills
• Ability to manage multiple priorities in a fast-paced environment
• Experience with SaaS or technology solutions is a plus
• PMP or similar project management certification
• Experience in change management and organizational transformation
• Proficiency with implementation tools (e.g., Asana, Jira, Salesforce, Smartsheet)
• Typically, a Bachelor's Degree or global equivalent in related discipline. Master's degree or global equivalent a plus

Benefits

• The posted range for this position is $173,032 - $237,919 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc. This position is eligible for a target bonus not reflected in the posted range
• Medical, Dental and Vision Coverage
• 401K Plan with Company Match
• Paid Time Off (PTO)
• Sick Leave (if applicable)
• Paid Parental Leave
• Short Term Disability
• Income Protection
• Work Life Assistance Program
• Health Savings and Flexible Spending Accounts
• Education Benefits
• Worldwide Scholarship Program
• Volunteer Opportunities