[Hiring] Director, Customer Health Center of Excellence @Bazaarvoice

Role Description

Build the Global Customer Health Center of Excellence (COE)

• Establish and lead the Customer Health CoE as the global owner of customer health strategy, frameworks, and standards.
• Define a clear, shared global definition of customer health and ensure consistent adoption across regions, segments, and teams.
• Create governance models, operating rhythms, and success metrics that scale globally.

Customer Journey & Experience Leadership

• Lead global customer journey mapping to identify universal moments that matter as well as region and segment specific friction points.
• Partner with key internal stakeholders to align journey insights, execution, resourcing and metrics / measurements.

Voice of Customer & Executive Insight

• Own the global VoC strategy, ensuring feedback is captured consistently across geographies and synthesized into a clear enterprise view.
• Partner with internal stakeholders to maximize Qualitative feedback (Customer Advisory Boards, Executive Roundtables and other live sessions) and Quantitative feedback (NPS, CSAT and other surveys) as part of assessing customer health.
• Deliver executive-ready insights that highlight global trends, regional risks, segment risks and strategic opportunities.
• Serve as a trusted advisor to executive leadership on customer health, sentiment, and experience at a global level.

Globally Consistent Customer Health Playbooks

• Build and maintain globally consistent customer health and risk management resources, including:
• Customer health scores, lifecycle signals, score interpretation and thresholds using Gainsight
• Risk identification and escalation paths
• Standard actions, interventions, and success motions
• Roles, responsibilities, and handoffs across teams
• Voice of the Customer (VoC) insights across regions and segments
• Ensure playbooks are adaptable to regional needs while maintaining global consistency and shared outcomes.
• Work with CS Asset Council & PMK to standardize high-impact assets (Executive Business Reviews, Success Plans, Value Readouts) to ensure customer facing messages are tailored to the unique needs of regions and segments.
• Partner with Enablement to drive adoption through training, tooling, and ongoing reinforcement.

Cross-Functional Influence & Process Improvement

• Build strong global cross-functional partnerships with Sales, Delivery, Support, Marketing, Finance, and Operations.
• Partner with regional CS leaders to represent the Voice of CS and VOC to Product.
• Use customer health insights to influence roadmaps, policies, and processes that impact the global customer experience.
• Lead cross-functional initiatives to address systemic drivers of churn and dissatisfaction.

Qualifications

• 10+ years of experience in customer success, customer experience, operations, strategy, or analytics roles in global organizations.
• Demonstrated success building or scaling a Center of Excellence, customer health function, or global CX program.
• Deep experience with customer success platforms such as Gainsight and lifecycle analytics.
• Proven ability to lead through influence across regions, cultures, and matrixed teams.

Requirements

• Global mindset with the ability to balance standardization and regional flexibility.
• Strong executive presence and storytelling skills with data and customer insight.
• Highly collaborative leader with a track record of cross-functional impact.
• Analytical, systems-oriented thinker who simplifies complexity and drives action.
• Customer-obsessed with a passion for continuous improvement at scale.

Benefits

• $180,000 - $240,000 a year
• Transparency and integrity in compensation discussions.
• Encouragement to apply if compensation is close to desired range.