Customer Experience Associate Director

Lead and scale the customer experience operations across phone and written support channels, driving resolution quality for complex inquiries through rigorous coaching, QA, and escalation paths. Own CX performance metrics and targets (CSAT, FCR, AHT, SLAs) and govern quality management, workforce planning, and help-center/knowledge-base governance. Operate AI-assisted CX workflows—chatbots, routing, agent copilots, and QA automation—while ensuring FINRA/SEC compliance and closing the loop through a continuous Voice of Customer program.